2012 Customer centricity Personalization 
Beyond Philosophy
NOVEMBER 11, 2014
In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.
Beyond Philosophy
MARCH 8, 2017
Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. Back in 2012, we did some research involving over 40 telecoms. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. Telecoms lack Customer Centricity.
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Beyond Philosophy
MAY 14, 2015
As many as 2/3 of Customer service interactions will occur without human-to-human contact. While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.).
Beyond Philosophy
MARCH 19, 2015
A major 2012 collaborative secondary research effort, Engage for Success , by the University of Bath School of Management and Marks and Spencer in the U.K.
Beyond Philosophy
DECEMBER 20, 2017
STAN: What do you think of a person who only does the bare minimum? A major 2012 collaborative secondary research effort, Engage for Success, by the University of Bath School of Management and Marks and Spencer in the U.K. Social Customer Service: The Savior to a Successful Omni-Channel Strategy. STAN: Yeah. JOANNA: Umm-hmm.
ijgolding
MAY 7, 2015
Since I became an independent Customer Experience Practitioner in 2012, I have rigorously ensured that I am described as a specialist in my role – not an expert – a specialist. I personally believe that no-one ever becomes an expert. It happens with everything we experience – personally and professionally.
C3Centricity
APRIL 17, 2018
He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days. What a Customer First Strategy is not. ” I don’t agree!
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