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. Why Systems Matter to Your Customers.

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Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

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Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

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Customer centricity Complaint resolution Banking Airlines 279

Beyond Philosophy

JANUARY 12, 2015

In other words, emotions are driving these importance and performance ratings; and their impact on customer experience perception needs to be understood. Kahneman’s book, Thinking Fast and Slow , has been especially important for researchers as they endeavor to understand how human behavior impacts customer decision-making.

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Customer Experience Customer emotions Customer centricity Analytics 305

Beyond Philosophy

NOVEMBER 8, 2018

I was a keynote speaker there for a Customer Experience conference. There is a lot of Customer Experience activity happening there. Rami Sweis, the CEO of GolfCX invited me to speak at the conference. He said Customer Experience challenges are new to most organizations there.

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Customer centricity Transportation Consulting Consulting 385

Beyond Philosophy

MARCH 12, 2015

In my SlideShare presentation, “ Customer Are Irrational, Stop Fighting it ,” I define the customer experience as: A Customer Experience is an interaction between and organization and a customer as perceived through a Customer’s conscious and subconscious mind. Please click here to learn more.

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Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

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Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

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Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

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Customer Experience Customer emotions Customer centricity Consulting 334

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Then let’s dive right in! Stage Two, The Fence.

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Customer centricity Construction Technical Support Coaching 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Then let’s dive right in! Stage Two, The Fence.

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Customer centricity Construction Technical Support Coaching 182

Beyond Philosophy

NOVEMBER 19, 2014

It is essential that you connect your Customer Experience to these ads, and sustain this emotional experience for Customers. Sainsbury’s Christmas ad is an excellent example of using emotions to create a connection and brand promise with Customers, an essential first step to an excellent Customer Experience.

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Customer emotions Customer centricity Consulting Consulting 313

Beyond Philosophy

JANUARY 28, 2015

. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. Colin is an international author of four best-selling books and an engaging keynote speaker.

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Customer emotions Customer centricity Consulting Consulting 366

ShepHyken

OCTOBER 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. The One Customer Experience Management Tool That Every CX Leader Must Use by Denise Lee Yohn. 6 of the Best Ways to Improve Customer Experience [Infographic] by Gaurav Sharma.

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Customer Service Customer centricity Best practices Customer Experience 296

Beyond Philosophy

JANUARY 23, 2015

. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want.

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Customer emotions Customer centricity Customer retention Consulting 315

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.

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Customer centricity Customer retention Customer emotions Airlines 276

ShepHyken

JULY 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. 100 Of The Most Customer-Centric Companies by Blake Morgan.

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Customer Service Customer centricity Customer Care Finance 305

Beyond Philosophy

JANUARY 25, 2024

Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” Justin shared how sports can teach us a lot about how to improve your Customer Experience.

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Customer Experience Customer centricity Finance Sales 195

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.

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Customer centricity Journey mapping Surveys Feedback 144

Beyond Philosophy

MARCH 19, 2015

‘Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior. Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement.

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Employee engagement Customer Experience Consulting Consulting 261

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric.

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Customer centricity Customer Experience Chief Customer Officer Construction 105

Beyond Philosophy

FEBRUARY 24, 2015

So what does this mean to my Customer Experience? In both of these examples of restaurants and casinos, there is great care and planning that goes into the experience for the guests. Finding these clues is essential to creating a Customer Experience that will surprise and delight your customers.

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Customer centricity Customer retention Consulting Consulting 305

Beyond Philosophy

DECEMBER 23, 2014

Expectations are associated with our choice of vacation, the gifts we give and receive at the holidays, and the Customer Experiences we receive from the organization. To that end, however, I have t hree essential steps to avoiding disappointment this Holiday Season in your Customer Experience : 1.

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Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

JULY 14, 2015

However, Customer Centricity puts the Customer first, not the organization. Those that don’t put the Customer first are more likely to have these types of policies, creating relationships that exhibit classic signs of one-sidedness. . #3: Your policy is to renew this cycle, over and over again. Reserve your spot today!

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Customer centricity Customer retention Marketing Customer Experience 366

Beyond Philosophy

NOVEMBER 4, 2014

Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. It is a paradox to be sure, and one commonly referred to as the Paradox of choice. The Paralysis of Too Much Choice.

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Customer emotions Customer centricity Consulting Consulting 283

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

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Customer Service Customer centricity Feedback Surveys 229

Beyond Philosophy

OCTOBER 14, 2014

Trust and the Customer Experience. Emotions are an important part of any customer experience. How a customer feels about the company is an integral part of their loyalty to it. Warn Customers of the dangers they face and encourage them to keep their data safe through strong passwords.

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Customer retention Customer emotions Customer centricity Consulting 255

Beyond Philosophy

JUNE 4, 2015

Join us for our webinar, “ OmniChannel Customer Engagement” on Thursday, May 28 th , to learn more how you can manage your diverse channels in a single model to promote your Customer Experience agenda. Mobile Experience: Harness the Power of Your Mobile Channel to Increase Traffic in Retail Stores. Register here today!

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Customer centricity Technology Marketing Customer Experience 353

Beyond Philosophy

SEPTEMBER 15, 2015

My recent experiences with my cable company have been the complete opposite. This poor Customer Experience is one reason I now use Netflix more than my cable company. For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e.,

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Banking Telecommunications Consulting Consulting 383

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

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Journey mapping Customer centricity Analytics Government 307

ShepHyken

AUGUST 29, 2017

Nick Francis Shares How to Create a Customer-Centric Company. How would you like to increase customer loyalty? Shep Hyken interviews Nick Francis, CEO of Help Scout and thought leader in the customer service support world. Nick shares his tactical steps to creating a better customer experience.

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Customer centricity Advertising Feedback Customer Service 94

Beyond Philosophy

JANUARY 4, 2024

One of the significant changes during COVID-19 was the lack of conferences. Some of you might celebrate that, but some of you, like me, recognize that conferences have a lot of value. Attending a conference to share projects and get feedback is an excellent way to help you navigate your career. Now, she walks without any sticks.

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Customer centricity Morale Finance Education 243

Beyond Philosophy

OCTOBER 4, 2019

Advertising is where your organization communicates with the customer. It is also where you begin to set customers’ expectations for your Customer Experience. Marketing should infuse everything you do as an organization because, at its core, marketing is about understanding the customer and what they want.

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Marketing Advertising Education Consulting 62

Beyond Philosophy

MAY 11, 2023

So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences. The funny thing is that even after having over twenty years of experience in customer experience, I don’t have an excellent definition of customer engagement.

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Marketing Customer centricity Feedback Customer Experience 393

PeopleMetrics

APRIL 9, 2015

In this post, we’ll talk about how that theory applies to customer experience. Customer experience strategy should be approached in the same way. Customer experience strategy should be approached in the same way. Great customer experience takes a lot of work. Let''s dive in. What Lies Beneath.

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Customer Experience Customer centricity Employee engagement Feedback 125

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

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Chief Customer Officer Enterprise Customer centricity Consulting 250

Beyond Philosophy

SEPTEMBER 26, 2019

At Beyond Philosophy, we have always tried to be at the cutting edge of Customer Experience, pushing the boundaries. In my first book, I wrote about customers’ emotions and the emotional experience. To learn more about booking Colin as your conference speaker, please click here. on The Intuitive Customer Podcast.

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Entertainment Sales Consulting Consulting 276