Beyond Philosophy

NOVEMBER 28, 2016

Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. 10 BIG Ideas for Customer-Centric Success.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

JUNE 17, 2019

There are three things in particular that drive me nuts at a restaurant, because they blatantly show that the restaurant is not customer centric. When you sheepishly admit that you do not, she studies her sheet of paper for a bit, then consults with another staff member. How to Measure Customer Emotions.

Customer centricity 303

Customer centricity Consulting Consulting Scripts 303

Beyond Philosophy

SEPTEMBER 13, 2016

While multi-media, mega-budget programs were extolling wonderful products and services (and social values) offered by corporations, product quality and service performance for customers, and evidence of a customer-centric culture for employees, was often in decline in the real world.

B2C 341

B2C B2B Wireless Customer centricity 341

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

ShepHyken

SEPTEMBER 7, 2023

Companies that are able to meet these expectations will be able to retain more customers and increase satisfaction, which can ultimately lead to more revenue growth. In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams.

B2C 349

B2C Customer centricity Feedback Upselling 349

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

Beyond Philosophy

DECEMBER 5, 2017

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K.

Call Center 277

Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

NOVEMBER 26, 2018

In our customer experience consultancy I see many companies that mistakenly think that more choices make customers happier. In fact, when customers have too many choices, they often become confused and dissatisfied. The seminal study on this was conducted in 1995, using a display of jam jars in a grocery store.

Consulting 274

Consulting Consulting Customer centricity Sales 274

Peter Lavers

NOVEMBER 16, 2020

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises. Such studies tend to be repeated, so both have rich historical data.

B2B 130

B2B outsourcing Customer centricity Consulting 130

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

NOVEMBER 4, 2014

This concept was well illustrated by Columbia University’s Professor Sheena Iyengar’s famous jam study. The jam study took place in a gourmet market in California. Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. www.winepleasures.com. 29 July 2011. < [link].

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

JUNE 27, 2016

In the online dating studies , researchers first tested the effect of postural expansiveness on speed dating success. In a separate study, researchers had six subjects each prepare two profiles for a popular online dating application. Register now for my next webinar: 5 Steps For An Effective, Customer Centric, Digital Transformation.

Customer centricity 282

Customer centricity Consulting Consulting Personalization 282

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

Beyond Philosophy

DECEMBER 5, 2016

In an exploding Newtonian way, any small ripple in reputation change (such as through a product recall, operating scandal, or executive miscue), brand performance or customer service can have a tsunami type effect. Studies have found that employees are often less than enthusiastic about their employers and the goods they produce.

Brand ambassadors 247

Brand ambassadors Customer centricity Banking Consulting 247

ShepHyken

OCTOBER 15, 2018

Top 10 tips to ensure design thinking boosts customer engagement by The Wise Marketer. The Wise Marketer) Lesley Gulliver and Darren Evans, strategic brand consultants from The Engine Room (UK), draw on over 45 years’ combined industry experience to advise how to enhance customer engagement with real design thinking.

Customer Service 232

Customer Service Automotive Feedback Customer centricity 232

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

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. In the U.S., The post Loyalty Programs!?! appeared first on.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

MAY 31, 2016

Industrial psychologists and organizational behaviorists have been studying employee satisfaction for more than 30 years. Customer Centric Employee Engagement. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. appeared first on.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

DECEMBER 4, 2020

So, take the time to build your customer experience roadmap and align your budgets with it. Do it yourself, or engage with a customer experience consultant like us. But make sure you do something to position yourself for the 2020 customer. What is a Customer Experience Roadmap? They deserve it.

Customer Experience 283

Customer Experience Airlines Customer centricity Surveys 283

Beyond Philosophy

JULY 5, 2016

There are a number of ways in which taking a humanistic approach to everything customer-related works for all stakeholders, and directly influences and impacts their behavior. Create a customer-centric human culture and set of processes. Here are four of them, building from an architectural base.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

ShepHyken

SEPTEMBER 7, 2020

This article set’s up the premise and offers up ideas such as making processes more customer-centric, using technology and more. eRep) We chose four experts in business, HR, customer service and employment consulting and asked them one question. by Steve Williamson. Matching purpose with outcomes.”

Construction 233

Construction Customer Service Feedback Customer retention 233

Customer Guru

APRIL 10, 2018

Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves. Given this understanding, how can we be customer-centric?

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

Beyond Philosophy

DECEMBER 22, 2015

When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. According to studies, it has now become the ’70/20/10 rule’, where 10% of Internet users are posting, and 20% are commenting.

Marketing 231

Marketing Engineering Consulting Consulting 231

aircall

OCTOBER 11, 2022

One smart approach to helping salespeople reframe “won’t do” admin positively is temptation bundling , a term coined by the team of professors who conducted the study behind its origins. Aircall: Call efficiency for productive, customer-centric teams. Final Word: Team Productivity Is About Iterative Improvement .

Customer centricity 118

Customer centricity CRM Sales Analytics 118

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

Beyond Philosophy

JULY 12, 2016

Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. What’s true for customer attitudes relative to behavior can also be applied to employees. Employee Engagement: The Domino Effect on Customers.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

Beyond Philosophy

JUNE 14, 2016

While most (64%) of the 193 companies with $500M, or more, in revenues included in the Temkin Group study said they think they are “good” at collecting and calculating CX metrics, a number of problems facing these programs were cited: – Limited visibility of CX metrics across the organization (58%). Poor communication of CX metrics (41%).

Metrics 150

Metrics Customer Experience Consulting Consulting 150

Beyond Philosophy

JUNE 7, 2016

5) Recognize that company and product/service image and reputation are integral to customer perception of value. 6) Work to build and institutionalize customer value delivery, i.e. conscious customer-centricity, into the enterprise DNA. It’s about building fans of your service, not customers. Be distinctive.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

ClearAction

DECEMBER 14, 2017

Customer Centric Internal Branding Lynn Hunsaker. Customer centric internal branding revolves around customer well-being. Living the brand promise is another way of describing customer centric internal branding. Customers will certainly agree that actions speak louder than words.

Customer centricity 59

Customer centricity Morale Advertising Surveys 59

Toister Performance Solutions

APRIL 12, 2018

There's a famous statistic that 80 percent of executives believed their organization delivered a superior customer experience, but only 8 percent of customers agreed. A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect. Just 30 percent of customers agree.

Customer centricity 48

Customer centricity Technical Support Surveys Consulting 48

Beyond Philosophy

JUNE 1, 2015

Through partnership, Sainsbury’s offers customers a broader and deeper value proposition; and Nectar also generates data from coalition partners which it uses to better target promotions to customers. Solve Customer and Industry Pain Points. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 210

Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

NOVEMBER 28, 2017

5) Recognize that company and product/service image and reputation are integral to customer perception of value. 6) Work to build and institutionalize customer value delivery, i.e. conscious customer-centricity, into the enterprise DNA. It’s about building fans of your service, not customers.

B2C 207

B2C Banking B2B Customer advocacy 207

Beyond Philosophy

JUNE 20, 2015

A new, more real world research protocol focusing on bonding behavior offered this company a means to understand the relationship between customer attitudes and behaviors, and business outcomes. Web-based survey invitations were sent to the company’s current customers. Close to 1,000 survey responses were received.

B2C 257

B2C B2B Metrics Entertainment 257

NobelBiz

APRIL 23, 2024

In call centers, this shift towards customer-centricity is evident through the adoption of advanced communication technologies and training programs that emphasize emotional intelligence and conflict resolution.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

ClearAction

DECEMBER 13, 2017

Customer Centric Sales & Service Policies Lynn Hunsaker. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from them.

Customer centricity 54

Customer centricity Sales Entertainment Government 54

ClearAction

DECEMBER 13, 2017

Customer Centric Processes for Stellar Customer Experience Lynn Hunsaker. All processes within a company have the potential to impact customer experience. Customer-facing employees are only as effective as the rest of the company enables them to be. 2) Establish metrics (from the customer’s perspective).

Customer centricity 54

Customer centricity Customer Experience Consulting Consulting 54