Beyond Philosophy

FEBRUARY 5, 2015

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.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. According to the global leaders, that’s because: They deliver excellence customer service. According to the global leaders, that’s because: They deliver excellence customer service.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

ShepHyken

NOVEMBER 30, 2018

By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. Task: Identify a “gap” in the customer experience journey. They invest to meaningfully improve the customer experience.

Abandon rate 260

Abandon rate Journey mapping Average Handle Time Customer centricity 260

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

DECEMBER 22, 2014

If you enjoyed this post, you might be interested in the following blogs: 4 Actions to Exceed Customer Expectations. Are You Deliberate with Your Customer Strategy or Just Taking a Chance? How to Make or Break Your Customer Experience. Please share your experiences in the comments below.

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

JANUARY 12, 2015

If you enjoyed this post, you might be interested in the following blogs: Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor. Didn’t Believe Amazon Was Customer Centric Before? Why Most Customer Experience Programs Fail. All attendees will receive a discount code for 50% off the eBook.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

SEPTEMBER 17, 2015

Let’s be very sensitive to the pressures our customers may be feeling, and do everything we can to individually and collectively exceed their expectations.”. I talk a lot about Customer-centricity of organizations. This communication to employees shows me a customer centric company that is lead by the top down on this principle.

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Customers want it, whether you want to do it or not.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

DECEMBER 7, 2016

Career Bliss determined the three factors that contribute to this employee happiness: Existence of a positive work environment. It would be wise to review these three elements in your employee engagement strategy. How to Measure Customer Emotions. Opportunity for career growth. Good relationship with senior management.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

NOVEMBER 28, 2016

Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Further, there is no specific connection to the emotional drivers of employee experience.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified. February 2006. 26 August 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

PeopleMetrics

OCTOBER 14, 2015

Antsy for Customer-Centric Cultures. For example, independent research shows that customer focus plays a role in employee engagement. In company-centric cultures, 22% of employees are engaged, and four percent are fully engaged. Also, consider subscribing to our blog !

Employee engagement 92

Employee engagement Customer centricity Surveys 92

Beyond Philosophy

JULY 12, 2016

Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior? First, what does employee engagement, which has been around for over twenty years, actually mean? You Also Might Like… Employee Engagement: Putting the Cart Before the Horse?

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

Beyond Philosophy

DECEMBER 5, 2017

In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Beyond Philosophy

JUNE 12, 2015

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. Reserve your spot today!

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world.

Employee engagement 59

Employee engagement Customer centricity Consulting Consulting 59

Beyond Philosophy

OCTOBER 11, 2019

Laverty persisted as he saw that Customer Experience would be the differentiator in the marketplace. He asked, “How is this going to impact our customers?” It was part of his strategy to enforce the customer-centric mindset at the company and help the team get used to identifying as the customer and seeing it from their vantage point.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

PeopleMetrics

MAY 12, 2015

That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. Early in April, Hsieh sent an email to his employees about adoption of the system. That email subsequently leaked, which led to Zappos posting it on their insights blog for your reading pleasure.)

Employee engagement 106

Employee engagement Customer centricity Engineering Customer Experience 106

Beyond Philosophy

FEBRUARY 6, 2019

In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. HOW ACADEMIC RESEARCH CAN IMPROVE CUSTOMER EXPERIENCE. To listen in , please click here.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. A strong, vibrant customer-centric culture is an organic and natural strength that cannot be compromised.

Customer centricity 120

Customer centricity Coaching Employee engagement Sales 120

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. You can teach your employees to provide stakeholder value.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world.

Employee engagement 54

Employee engagement Customer centricity Best practices Consulting 54

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 385

Coaching Consulting Consulting Customer Experience 385

PeopleMetrics

SEPTEMBER 1, 2015

“I am available to the employees brave enough to enter my office and interrupt me.”. These unspoken social interpretations are a big part of employee engagement and culture. They influence whether employees share their honest opinions or guard them. In our research, customer centricity works very well.)

Customer centricity 103

Customer centricity Employee engagement Surveys Personalization 103

Beyond Philosophy

MARCH 19, 2019

Bell also helps many Fortune 100 companies implement innovative customer-centric strategies. Value-added is what your customer usually gets and, over time, expects; value-unique is giving your customer what they expect and adding more. It is a customer centric surprise that delights your customers.

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

Beyond Philosophy

SEPTEMBER 5, 2014

Employee Engagement promotes the concept that employees that believe in the brand promise of the organization they work for are more likely to work harder to deliver on that promise. Not only that, employee engagement is a key aspect for the Customer Experience. View our books on Customer Experience here.

Employee engagement 199

Employee engagement Customer emotions Customer centricity Customer Experience 199

Beyond Philosophy

MAY 31, 2016

Employee Engagement: Putting the Cart Before the Horse? Core Elements of Employee Engagement. Customer Centric Employee Engagement. That way, everybody wins.”. You Also Might Like… The Convergence of Brand and Human Resources Management. Republished with permission from CustomerThink.com.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Customer Guru

JULY 20, 2018

If they don’t, then customers – potential and existing – will not think twice before moving on to the competition. Hence, it is imperative that organizations become customer-centric and more importantly, hire leaders with a clear customer-centric vision. How to become a customer-centric leader?

Customer centricity 110

Customer centricity Metrics Coaching Employee engagement 110

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. According to the global leaders, that’s because: They deliver excellence customer service. According to the global leaders, that’s because: They deliver excellence customer service.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Beyond Philosophy

OCTOBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$. ROI on Customer Service–New Research from the Economist Intelligence Unit. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

Customer centricity 244

Customer centricity Construction Marketing Enterprise 244

Beyond Philosophy

SEPTEMBER 5, 2014

Employee Engagement promotes the concept that employees that believe in the brand promise of the organization they work for are more likely to work harder to deliver on that promise. Not only that, employee engagement is a key aspect for the Customer Experience. View our books on Customer Experience here.

Employee engagement 150

Employee engagement Customer emotions Customer centricity Customer Experience 150

PeopleMetrics

JULY 31, 2015

The point is, keep it simple, so your employees can give you a look into their interactions. Make sure to close the loop on employee feedback. Closing the loop on feedback is crucial to keeping employees engaged in the process. Consider this sequence: EMPLOYEE: Our customers aren’t very happy with our moat and drawbridge.

Feedback 118

Feedback Customer Experience Customer centricity Employee engagement 118

Noble Systems

FEBRUARY 14, 2019

Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time. So, in order to be truly customer-centric, you must first become employee-centric.

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

Beyond Philosophy

NOVEMBER 30, 2023

That would leave one group with a customer-centric mindset and the rest without one. Therefore, everyone in the organization has to embrace the customer-centric mindset—even those who never interact directly with a customer. We all know happy employees make happy customers.

Finance 195

Finance Customer centricity Accountability Technical Support 195

Noble Systems

FEBRUARY 14, 2019

Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time. So, in order to be truly customer-centric, you must first become employee-centric.

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53