Beyond Philosophy

OCTOBER 3, 2014

When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. We would call this the customer centricity of the organization. I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement.

Coaching 150

Coaching Customer Experience Customer centricity Employee engagement 150

ijgolding

SEPTEMBER 29, 2015

The 2015 UK Customer Experience Awards was a HUGE event. As I said in 2014, it will not be long before they have to book Wembley Stadium to hold the hundreds and thousands of professionals who want to recognise the efforts of individuals, teams and companies in delivering better Customer Experiences.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

CX Journey

DECEMBER 21, 2016

Image courtesy of miserablespice I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. There are (at least) five categories in which companies continue to fall down when it comes to the customer experience. The customer's needs and perspectives do not play a part in this type of thinking.

Customer centricity 62

Customer centricity Employee engagement Feedback Customer Experience 62

CX Journey

OCTOBER 23, 2014

It appeared on their blog on June 19, 2014. What is the customer experience inflection point? Employee Engagement : I list this separately from "leadership" and from "people" because employee engagement is a two-way street that requires both to work together for the greater good. Time to fix that.

Employee engagement 69

Employee engagement Customer centricity Customer Experience Marketing 69

Natalie Petouhof

DECEMBER 14, 2015

And not meeting customer expectations means customers will no longer be customers. They will patronize competitors who have maximized their digital dexterity because the customer experience will be more optimized to be customer-centric. Covering Customer-Facing, Digitized Organizations.

Enterprise 40

Enterprise Surveys Technology Customer centricity 40

The Petrova Experience

DECEMBER 14, 2021

The research showed that employees have been asking for more choices and a flexible work ecosystem since 2014. Although what we are seeing today feels new to companies, it is not new for employees. Providing choices is the most empowering thing a brand can do for its employees and customers.

Real estate 52

Real estate Journey mapping Employee engagement Personalization 52

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Beyond Philosophy

JUNE 12, 2015

over the four quarters of 2014). Glenn Laverty, CEO of RICOH Canada, had this to say about how he used employee engagement to help facilitate that rise: “We beat that drum almost incessantly in the organization simply because we wanted everybody to understand the impact that they have in the Customer Experience.

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343