Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Airlines don’t either.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

ProProfs Blog

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Airlines don’t either.

Customer centricity 150

Customer centricity Customer retention Airlines Customer emotions 150

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Airlines don’t either.

Customer centricity 150

Customer centricity Customer retention Airlines Customer emotions 150

Fonolo

JULY 18, 2019

Now and then, the airline industry’s inclination to automate everything, eradicating customer service interactions in the process, backfires. The moral of the story is that making it easy for customers to help themselves is no longer seen as a cop-out or, worse still, a nefarious attempt to reduce labor costs.

Customer Service 126

Customer Service Self service Healthcare Airlines 126

Help Scout

JULY 13, 2021

Get responsible: Center the customer’s perspective. If you sell something to them, you are (at least morally) responsible for their experience. Don’t wait for a customer to report it; use technology to spot out-of-bounds situations. Final call for boring One man was on hold for 15 hours with Australian airline QANTAS.

Customer Service 137

Customer Service Scripts Chatbots Airlines 137

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