Beyond Philosophy

DECEMBER 7, 2016

Train them a lot more than you do now. They might train on systems or operational tasks, but there is no additional training beyond the initial new-hire regimen. However, when you invest in training your employees, they tend to respond with more investment in the company mission. How to Measure Customer Emotions.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

DECEMBER 6, 2019

This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. We shared some examples of some of the indicators of whether a company is customer-centric or not customer-centric on a recent podcast.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

NOVEMBER 27, 2017

Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

Beyond Philosophy

DECEMBER 19, 2017

However, it doesn’t surprise me; QVC addresses the psychology of the customer in their experience. It is the essential concept we tout at our global Customer Experience consultancy. How we think influences how we behave, especially as customers. My first work as a customer experience consultant was there.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

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.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

SEPTEMBER 17, 2015

Let’s be very sensitive to the pressures our customers may be feeling, and do everything we can to individually and collectively exceed their expectations.”. I talk a lot about Customer-centricity of organizations. In all of these moments, an employee can make or break a Customer Experience. Does your CEO get it, too?

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

Beyond Philosophy

MAY 7, 2020

Identify the culture of your organization now and improve your customer-centricity. My book, Revolutionize Your Customer Experience , delves into the idea of customer-centricity with the Naïve to Natural Model. Ensure the senior team understands why customer-centricity is crucial to your success.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

Beyond Philosophy

NOVEMBER 30, 2016

When a company treats its customers this way, it may earn short-term profits, but it’s hard to get repeat business. At our customer experience consultancy, we work with companies to identify where they can improve and make the customer’s journey a positive one that makes them want to come back. The post Yikes!

Consulting 419

Consulting Consulting Customer centricity Customer Experience 419

ShepHyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. Create a one-sentence motto that expresses your vision for customer experience.

Customer centricity 306

Customer centricity Consulting Consulting Advertising 306

Beyond Philosophy

NOVEMBER 15, 2017

Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do. However, putting the customer at the center of everything you do doesn’t have to conflict with sales, margins or operational efficiency.

Customer centricity 313

Customer centricity Journey mapping Consulting Consulting 313

Beyond Philosophy

NOVEMBER 16, 2016

If you want to keep your customers, it’s a good idea not to do things that make them feel disappointed. As Customer Experience Consultants, we advise our clients to learn to take an outside-in approach to their Customer Experience. Designing a Customer-Focused Process. Then, fix it!

Consulting 419

Consulting Consulting Customer centricity Customer emotions 419

Beyond Philosophy

JUNE 28, 2017

As Coke learned over 30 years ago, different is not always what the customer wants. Consider Your Customers. When we work with companies in our customer experience consultancy, we urge them to look at changes from the “outside in,” evaluating the impact on the customer’s experience before committing to something new.

Customer centricity 401

Customer centricity Consulting Consulting Technology 401

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

SEPTEMBER 11, 2014

According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ” Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

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. The post For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value?

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. Whew, you think.

Customer centricity 303

Customer centricity Consulting Consulting Scripts 303

ShepHyken

SEPTEMBER 7, 2023

He writes about designing a compelling customer experience process and training your team to implement it. The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. You’ll primarily need: Time for training new CX processes.

B2C 349

B2C Customer centricity Feedback Upselling 349

Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. Blaming someone else is a sure sign of a company that is inwardly focused instead of looking at ways to be more customer centric.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

ShepHyken

JANUARY 29, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? How can leaders support employees in executing customer-centric initiatives?

Customer Experience 253

Customer Experience Customer centricity Consulting Consulting 253

Beyond Philosophy

OCTOBER 29, 2020

I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. However, if these former brands had a more customer-centric culture, they would probably be here today because they realized that the market is moving on and appropriately adjusted.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

JANUARY 12, 2015

Philosophy #5: Getting employees on board is critical to your successful Customer Experience. You do not deliver the Customer Experience you design; your team delivers the Customer Experience. Didn’t Believe Amazon Was Customer Centric Before? Why Most Customer Experience Programs Fail. You Will Now.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

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

MAY 3, 2017

I’ve noticed a similar pattern of behavior in some of the organizations I work with as a customer experience consultant. That’s why outside consultants can be so valuable – we see things with a fresh set of eyes and bring years of experience in this one aspect of running a successful business. It’s critical! It points out flaws!

Consulting 334

Consulting Consulting Customer centricity Customer Experience 334

Beyond Philosophy

NOVEMBER 4, 2014

Some trains in England have lavender pumped into the carriages to create a calming travel experience. One Business-to-Business client talked to us about the smell of the engines they sell and how many Customers like that. Don’t underestimate the scent in your retail experience design. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

MARCH 19, 2020

Moreover, Forrester said that one in four people in the Customer Experience industry would lose their jobs this year. We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth.

Consulting 479

Consulting Consulting Marketing Customer Experience 479

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

JANUARY 18, 2017

Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom. American Airlines blamed problems at its hubs and its merger with USAir, and said it has a new training program to improve customer service. Terrible Service!

Airlines 305

Airlines Consulting Consulting Customer centricity 305

Beyond Philosophy

MARCH 19, 2019

We had a guest that explained why Innovative Service is crucial to Customer Experience on our recent podcast. Author and speaker Dr. Chip Bell is a world-renowned authority on innovative service and customer loyalty consulting. Bell also helps many Fortune 100 companies implement innovative customer-centric strategies.

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

Beyond Philosophy

SEPTEMBER 15, 2015

He is the Head of Data Science (self-described as Chief Statistics Wonk) for Satmetrix , a company devoted to combining their software, data, and Customer Experience (CX) expertise to help organizations achieve Customer-Centricity. Colin is an international author of five bestselling books and an engaging keynote speaker.

Banking 383

Banking Telecommunications Consulting Consulting 383

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. However, in reality, employees were not anymore.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

FEBRUARY 6, 2019

In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. There is excellent work being done in Customer Experience, but not enough measurement.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

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

MAY 23, 2016

Changing the name doesn’t change the leadership or the customer centricity of an organization. Telecoms continue to fail to focus on the customer. I have both worked for and consulted with Telecom companies for over 20 years. In my experience, customers come a distant second to what is good for the organization.

Customer centricity 280

Customer centricity Consulting Consulting Customer Experience 280

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

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

OCTOBER 5, 2017

Behavioral Journey Mapping looks at the customer’s journey from the emotional perspective to understand how we can help manage those emotions to create a better experience for customers. How customer centric is your organization? Act Now to Turn Customer Pain Points into Pleasurable Profits.

Journey mapping 357

Journey mapping Banking Customer emotions Customer centricity 357

Beyond Philosophy

AUGUST 17, 2015

As customer experience consultants who focus on the emotional elements of service and product customer experience and value delivery, we are often asked about the behavioral role of tangible, rational, and functional elements of value and experience. They actively contribute to emotion and downstream behavior.

Banking 250

Banking Customer centricity Consulting Consulting 250