Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Beyond Philosophy

FEBRUARY 5, 2015

Advanced Customer Experience Management. Committing to customer experience: applying the concepts. Building and running a customer experience program. Employee engagement and ambassadorship: linking to customer behavior. Customer advocacy and brand bonding measurement.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

MAY 31, 2016

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.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Beyond Philosophy

DECEMBER 20, 2017

Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer. HR execs and consultants would say that what is needed is a higher level of employee engagement.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ijgolding

FEBRUARY 5, 2018

I became a marketing consultant!! Although it was effective to a degree, Linden’s experiences proved to be the genesis of an idea to create a way of actually measuring customer culture. Is it really possible to measure customer culture? What happened next?

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

CSM Magazine

FEBRUARY 29, 2024

Indeed, this is evidenced in the recent survey, with 35% of customers saying positive use of technology by an organisation has led them to use that organisation again – but nearly half (a whopping 45%) say poor use of technology has made them stop using an organisation altogether.

Journey mapping 52

Journey mapping Banking Self service Customer advocacy 52