Remove Blog Remove Customer advocacy Remove Customer centricity
article thumbnail

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

How do individuals and organizations achieve what we describe as a “natural”, or obsessive state of customer-centricity where: Emotional and rational customer needs/expectations are well understood throughout the enterprise. All employees have the responsibility of providing customer value.

article thumbnail

How Can Your Company and Customers Profit Most from Higher Employee Commitment?

Beyond Philosophy

Whether the “touch” is by paper, by a human being or by electronic or mobile means, organizations must offer consistent, seamless and positive experiences for customers. Service, especially, is often a major differentiator and lever for either customer advocacy or, if done grudgingly or poorly, customer defection.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

4 Powerful Rules to Create Employee and Customer Word-of-Mouth Programs That Work

Beyond Philosophy

While multi-media, mega-budget programs were extolling wonderful products and services (and social values) offered by corporations, product quality and service performance for customers, and evidence of a customer-centric culture for employees, was often in decline in the real world.

B2C 341
article thumbnail

“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’

Beyond Philosophy

question, the consistent financial impact of engagement on individual companies and their customers, i.e. on a micro level, needs to be addressed, understood and reported. Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’ Blogs Employee Experience' Like the “So what?” The post “U.S.

article thumbnail

The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?

Beyond Philosophy

At the peak of the Hierarchy pyramid is a set of 2 emotions – Happy and Pleased – defined as the Advocacy Cluster. For my key example of practical creation of customer advocacy, I’m reprising material on my exposure to lagniappe, and what it can do for any company, irrespective of size, industry, or location.

B2C 207
article thumbnail

Top 10 Customer Success blogs to start reading today

CustomerSuccessBox

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog.

SaaS 64
article thumbnail

CX Initiatives: What if Employees Are Not On Board?

Beyond Philosophy

Having studied drivers of customer advocacy behavior for over a decade, the relationship between engagement and advocacy is marginal and superficial. Social Customer Service: The Savior to a Successful Omni-Channel Strategy. Adopting an “Outside-In” Approach to Organizational Empathy in a Consumer-Centric World.