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.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

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

Steve DiGioia

DECEMBER 5, 2016

Recently I had the pleasure of interviewing many leaders in the business world and customer service industry. an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Beyond Philosophy

DECEMBER 7, 2016

As Customer Experience Consultants, we propose training that improves your employees’ understanding of all the factors that affect the Customer Experience (the rational, emotional, subconscious and psychological experiences). How to Measure Customer Emotions. What Can We Learn from Restaurants and Casinos?

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. They were the cornerstone of the service industry, and in many ways they still are. In 2020, that customer-centric approach is more vital than ever. Gary Williams is the Director of Sales and Consultancy at Spitch.

Interactive Voice Response 360

Interactive Voice Response Customer centricity Consulting Consulting 360

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 (..)

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

JULY 11, 2016

All of these connected devices are delivering Digital Customer Experiences. This chart makes it all too clear just how critical the impression your digital presence makes on your Customer. In our Customer Experience Consultancy, we see a few common errors made by organizations as it pertains to their digital transformation.

Customer centricity 305

Customer centricity Consulting Consulting Customer emotions 305

Beyond Philosophy

JANUARY 12, 2015

Didn’t Believe Amazon Was Customer Centric Before? Why Most Customer Experience Programs Fail. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. You Will Now.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

NOVEMBER 4, 2014

Using scents to help create a positive experience for your retail customers works for many different industries though. How you can apply it to your business: Now we don’t all sell flowers and baked goods so that trick won’t work for everybody. Don’t underestimate the scent in your retail experience design.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

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

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

NOVEMBER 19, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 313

Customer emotions Customer centricity Consulting Consulting 313

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., Thompson and I talked about this state of Customer Experience as described.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

JANUARY 28, 2015

The post My First 90 Days: The Secrets You Must Know About Your New Job appeared first on Beyond Philosophy.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

MARCH 8, 2017

Rather than this be a rant let’s look at the key issues with Telecom’s Customer Experience? Telecoms lack Customer Centricity. The customer must chase the organization. Quite frankly, a lack of Customer Centricity does not create a win-win situation or even a win-lose situation. This is simply unacceptable.

Customer Experience 312

Customer Experience Customer centricity Engineering Consulting 312

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.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

MARCH 19, 2020

As I have mentioned before , Forrester and other research experts determined late last year that marketplaces were flat, and they see no improvement in Customer Experience. Moreover, Forrester said that one in four people in the Customer Experience industry would lose their jobs this year. To be honest, I am shocked.

Consulting 479

Consulting Consulting Marketing Customer centricity 479

Beyond Philosophy

NOVEMBER 28, 2016

There have been a number of professional and academic studies, in multiple industries, linking employee attitudes and behaviors with the value customers perceive in their experiences. 10 BIG Ideas for Customer-Centric Success. Those question are: 1) Really? Republished with permission from CustomerThink.com.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

MAY 23, 2016

Changing the name doesn’t change the leadership or the customer centricity of an organization. Time Warner has performed badly on the American Customer Satisfaction Index for years, scoring just 51 out of 100, representing the worst overall rank of any industry. I am a customer of Bright House.

Customer centricity 280

Customer centricity Consulting Consulting Customer Experience 280

ShepHyken

AUGUST 6, 2019

Don’t measure your work based on completion; measure it based on growth and the positive impact you can have on those around you—especially your customers. Leaders need to start managing product teams differently, putting the focus on the customer rather than on products and deadlines. This is the way to succeed in today’s world.

Customer centricity 299

Customer centricity Coaching Consulting Consulting 299

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery. How to Measure Customer Emotions.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Build Relationships with Strangers.

Customer centricity 122

Customer centricity Marketing Consulting Consulting 122

Beyond Philosophy

JULY 13, 2016

Q: Is Personalization imperative for Customer Experience. Personalization is critical to Customer Experience because of how it makes your customers feel. As Customer Experience consultants we are always going on about how emotions drive over half of the outcome for your Customer Experience.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

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

FEBRUARY 24, 2015

Knowing this percentage, how can you harness the incredible power of the Customers’ subconscious mind to create a positive experience? Let’s look at two industries have embraced this and see what we can learn from them: Restaurants and Casinos. Your industry has a unique set of subconscious clues; you just have to recognize them.

Customer centricity 305

Customer centricity Customer retention Consulting Consulting 305

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. These principles are followed by the League of Slots , where customer satisfaction reigns supreme.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

Beyond Philosophy

DECEMBER 23, 2014

If you can figure out what the something else is, what is happening in either of these top two squares, you can fix this situation to the satisfaction (and delight) of the Customer. Institute a Customer-Centric focus, not an operational focus. It’s natural to want to protect your bottom line at the holidays.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

NOVEMBER 4, 2014

Blogs Customer Emotions Customer Experience 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 industry customer experience management Customer Experience Program (..)

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

JULY 4, 2016

It is having most impact, and will likely continue to do so, in traditional industries such as retail banking. It is also impacting financial service cultures, as it forces banks to shift from a largely product-centric perspective to a customer-centric one. Learn how to improve your Employees Experience?

Banking 225

Banking Customer centricity Big data Finance 225

Beyond Philosophy

OCTOBER 14, 2014

View our books on Customer Experience here.

Customer retention 255

Customer retention Customer emotions Customer centricity Consulting 255

Beyond Philosophy

NOVEMBER 19, 2020

What Are Some of the Mistakes of the Past for Customer Experience? The three of us, along with moderator Chantel Botha of Brand love, discussed in the webinar and a recent podcast some of our past experiences working in this industry, where we are today, and where we are going. appeared first on CX Consulting.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

ShepHyken

JUNE 25, 2021

Case in point: if you’re talking about transforming your culture to one that is customer-centric, yet you continue to push staff to make their quarterly numbers and reinforce behaviors that speak to a focus on growth at all cost – sans focusing on the customer experience – then you’re not walking the walk. .

Customer centricity 304

Customer centricity Coaching Consulting Consulting 304

Beyond Philosophy

DECEMBER 5, 2016

Pronouncements like that should reflect a customer-centric culture, ambassadorial employee behavior, and positive customer perception. At Baptist Health Care, this all exists; and the benefits of a stakeholder- and customer-centric culture are realities that everyone can see, everyday. They have brand ambassadors.

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Brand ambassadors Customer centricity Banking Consulting 247

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 27, 2017

Telecoms Put Cost-Savings Ahead of Customers. I used to work for a large telecoms company and my impression of the industry at the time was that it was inward-looking, focused always on internal politics, cutting costs and earning more profits. Providing customers with a better experience was not on the company’s radar.

Wireless 292

Wireless Telecommunications Customer centricity Customer emotions 292

Beyond Philosophy

AUGUST 13, 2015

In 1970, Greenleaf Greenleaf identified ten principles in his essay, The Servant As Leader, all of which can apply directly to how leaders help generate a customer-centric culture and create lasting value for all stakeholders: – Listening – being receptive, and understanding stakeholder needs.

Customer centricity 279

Customer centricity Airlines Enterprise Education 279

Beyond Philosophy

MAY 31, 2016

They are key stakeholders in value delivery and brand/supplier success, and they frequently represent the difference between positive and negative experiences and whether customers stay or go. Industrial psychologists and organizational behaviorists have been studying employee satisfaction for more than 30 years. appeared first on.

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Customer advocacy Chief Customer Officer Employee engagement Consulting 279