Beyond Philosophy

SEPTEMBER 13, 2016

Informal communication programs can work, if and because both stakeholder groups feel they are getting information and advice from individuals and entities they know and trust. It’s about hiring the most customer sensitive, proactive staff, training them to be customer focused, and making customer processes as friendly as possible.

B2C 341

B2C B2B Wireless Customer centricity 341

Beyond Philosophy

NOVEMBER 10, 2014

Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. The Value of Customer Experience, Quantified. I have a whole post that looks into this relationship in more detail. 26 August 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

NOVEMBER 28, 2016

What building ambassadorship does mandate, however, is that having employees focus on the customer will definitely drive more positive experiences and stronger loyalty behavior for both stakeholder groups. 10 BIG Ideas for Customer-Centric Success. Those question are: 1) Really? appeared first on.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

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.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,

Customer centricity 207

Customer centricity Banking Enterprise Consulting 207

PeopleMetrics

JANUARY 14, 2015

The same can be said of customer centricity. Customer centricity doesn’t happen overnight. If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement. It requires ongoing effort and commitment. Seeking Result: Must Love Process.

Customer centricity 117

Customer centricity Feedback Consulting Consulting 117

Beyond Philosophy

OCTOBER 29, 2014

So they offered the next group of participants $100 if they won vs. $50 to give away if they lost and as you can imagine more people took this bet. An experiment was conducted with students to bet on “Heads or Tails”. If they would win they’d get $50. If they’d lose they would have to give $50. Not many people took that bet.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

AUGUST 1, 2016

The shocking thing is that these companies know they’re providing terrible customer service. Last year, trade group ICMI conducted a survey in which a whopping 92 percent of customer service managers said they thought their agents could be more effective. It’s no wonder the customer experience is so bad.

Consulting 282

Consulting Consulting Customer centricity Customer Experience 282

Beyond Philosophy

JUNE 13, 2019

Whether it’s customer human behavior or whether it’s employee human behavior, the same principles apply. In our global Customer Experience consultancy, we start with some of the tools and techniques we use with Customer Experience but apply them to employees. It all boils down to your company culture.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

JULY 4, 2016

It is also impacting financial service cultures, as it forces banks to shift from a largely product-centric perspective to a customer-centric one. Others, recognizing the brand equity and perceived value signals this sends, have gone in a more customer-centric direction with branches.

Banking 225

Banking Customer centricity Big data Finance 225

Beyond Philosophy

MARCH 31, 2020

Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. It is in instances of trouble, problems and even more so – crisis, that the true nature and customer-centricity of organizations (and politicians) is shown.

Airlines 499

Airlines Healthcare Government Self service 499

ShepHyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. Then you describe your general marketing efforts as customer experience marketing. However, customer-centric marketing takes all of that a step further.

Marketing 203

Marketing Customer Experience Customer centricity Consulting 203

Beyond Philosophy

JULY 12, 2018

Many organizations have called to tell us that their Customer Experience initiatives are not performing like they did. As global Customer Experience consultants, we know that Customer Experience is less of a destination than a journey. Where you are going with Customer Experience (i.e.,

Consulting 170

Consulting Consulting Customer centricity Surveys 170

Beyond Philosophy

SEPTEMBER 26, 2019

Recently, environmental groups have been blocking traffic in London. It also means that from a Customer Experience perspective, you should consider who your target audience is and how you associate with them. Another could welcome your controversial statement that is perceived as unfavorable by one group.

Entertainment 276

Entertainment Sales Consulting Consulting 276

Beyond Philosophy

APRIL 2, 2020

It still has the feeling of being a part of a group with shared beliefs. They naturally put customers first. I wrote a book in 2004, Revolutionize Your Customer Experience , that showed the four customer-centricity orientations that organizations have, which range from Naïve to Natural.

Customer centricity 398

Customer centricity Customer emotions Consulting Consulting 398

Beyond Philosophy

OCTOBER 4, 2019

Marketing should infuse everything you do as an organization because, at its core, marketing is about understanding the customer and what they want. In our global Customer Experience consultancy, we believe these principles should guide all of your significant business decisions. and they can’t answer.

Marketing 62

Marketing Advertising Education Consulting 62

aircall

OCTOBER 11, 2022

How to reduce multitasking in sales teams: task grouping. Instead, here’s an approach we use that we picked up from these Hubspot time-management tips that focus on task grouping. Besides leveraging DND features you can also reduce distractions by consciously grouping them. Instead, leverage Do Not Disturb features.

Customer centricity 118

Customer centricity CRM Sales Analytics 118

Beyond Philosophy

DECEMBER 28, 2020

This exercise is one of the first things we do when consulting an organization. We call it a Customer Experience Statement (CES), and it defines the emotional outcome you want your customers to feel about their experiences with you. Then, serve those customers with your experience.

Consulting 243

Consulting Consulting Customer centricity Customer Experience 243

Beyond Philosophy

JUNE 11, 2015

From my perspective, the second explanation is good common sense; however, the first statement is really questionable, even counterintuitive if a subordinating goal of loyalty behavior is to help drive customer-centricity. In the U.S., regional supermarket chain Publix has no loyalty program. The post Loyalty Programs!?!

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

DECEMBER 8, 2015

In my first book, Building Great Customer Experiences , it was the seven philosophies; the next one I used our Naïve to Natural model for establishing Customer Centricity of organizations, and so on. I am also a proponent of the group brainstorm where there are no silly ideas. I place great value on their input.

Customer centricity 244

Customer centricity Consulting Consulting Feedback 244

ClearAction

JANUARY 10, 2018

What is Customer Centricity DNA? What is customer-centricity DNA? And centricity means “being situated at the center; a position of central prominence or importance”. And centricity means “being situated at the center; a position of central prominence or importance”. Lynn Hunsaker. to-1 ratio.”.

Customer centricity 71

Customer centricity Customer Experience Consulting Consulting 71

Beyond Philosophy

FEBRUARY 28, 2016

In this post, we’ll address what this, prospectively, means to service groups in better understanding how to optimize this component of the customer journey. Not too long ago, a major high-tech company asked Beyond Philosophy to provide insight into our methods for journey-mapping their multi-channel customer service experience.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. So any change in CX must include and address the Customer centricity of the organization.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. So any change in CX must include and address the Customer centricity of the organization.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Bruce is widely regarded as a customer experience visionary.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ClearAction

DECEMBER 16, 2017

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. There’s a myth that talking often to your customers (sales, service, surveys, etc.)

Customer centricity 63

Customer centricity Finance Engineering Customer retention 63

Customer Guru

APRIL 3, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer centricity 90

Customer centricity Customer Experience Management Consulting 90

CX Global Media

SEPTEMBER 11, 2018

Top Customer Service Influencers Give Top Customer Service Tips. Recently Fit Small Business asked a group of the top customer service influencers about their top customer service tips. Blake Morgan : Blake is a customer experience futurist, keynote speaker, and author of the book “More Is More”.

Customer Service 168

Customer Service Coaching Customer centricity Scripts 168

Beyond Philosophy

JUNE 14, 2016

Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Lack of taking action based on CX metrics (57%).

Metrics 150

Metrics Customer Experience Consulting Consulting 150

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. So, today, we will look at the 5 Rules for building a successful Customer Experience team. . Subscribe today right here.

Customer Experience 221

Customer Experience Consulting Consulting Customer centricity 221

Beyond Philosophy

DECEMBER 20, 2016

What building ambassadorship does mandate, however, is that having employees focus on the customer will definitely drive more positive experiences and stronger loyalty behavior (for both stakeholder groups). 10 BIG Ideas for Customer-Centric Success. Top 7 Tips to Create a Customer-Centric Culture.

Enterprise 150

Enterprise Customer centricity Employee engagement Consulting 150

Beyond Philosophy

MARCH 31, 2022

My first and overarching advice is to keep their response to the current business environment as customer-centric as possible. Unfortunately, those cuts tend to fall in the customer service group, like the call center. This short-sighted customer strategy drives me around the bend! It probably aggravates you, too.

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

ClearAction

DECEMBER 16, 2017

Customer Centric Action Plans Lynn Hunsaker. Monitoring voice of the customer is one thing, but can all your employees name the customers’ top ten wish list? The many groups within Barclays are adopting these best practices to operate in a multi-channel environment. Originally published by MyCustomer.

Customer centricity 54

Customer centricity Banking Best practices Employee engagement 54

ClearAction

DECEMBER 30, 2017

Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization.

Customer centricity 54

Customer centricity Wait times Accountability Best practices 54

ProProfs Blog

JUNE 5, 2020

Christa Heibel CEO at Christa Heibel Consulting Group. Assess and deploy the right communication tools- Microsoft team, Zoom, WhatsApp, GoogleDocs, Asanaetc for the group and individual communication and shared workflow adjustments that replace the face-to-face work environment. Tweet this. Tweet this. Stay patient.

Customer Service 214

Customer Service Customer centricity Metrics Customer Support 214

ClearAction

DECEMBER 16, 2017

Customer Centric Listening Lynn Hunsaker. Listen to your customers’ experiences at the highest levels in your company to set customer-centricity standards. There’s no substitute for fresh unvarnished customer stories in aligning your culture to customers’ values and concerns.

Customer centricity 54

Customer centricity Consulting Consulting Customer Experience 54

ShepHyken

MARCH 15, 2022

.” “You can choose which customers you want to make happy and don’t want to make happy. But, you have to understand that in choosing, you’re going to create a group of people who will no longer want to be your customers. Retail Practice at the business consulting firm AlixPartners. Be intentional.”

Customer centricity 170

Customer centricity Consulting Consulting Technology 170