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. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. It’s a simple concept, really. Some do both.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

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. Why Systems Matter to Your Customers.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

AUGUST 17, 2016

In our customer experience consultancy, we see employee stress and burnout as barriers to providing an exceptional customer experience. If Huffington succeeds in transforming the way that companies view stress and performance, she could also help make it easier for companies to improve customer experiences.

Customer Experience 280

Customer Experience Consulting Consulting Employee engagement 280

Beyond Philosophy

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

JULY 17, 2021

After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Key Ideas to Improve your Customer Experience.

Marketing 273

Marketing Customer Experience Consulting Consulting 273

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. However, they also provide an excellent Employee Experience.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Everyone needs to understand how they are affecting the customer experience. Thanks Ben!

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

CCNG

MAY 27, 2021

In this article, we will provide a summary of many situations where a Contact Center Consultant could provide immense value. A consultant can be a sounding board for ideas. Identify Gaps or problems – Find the Problem Consultants conduct full 360 reviews of your contact center. This is what they do.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused. What emotions are we trying to evoke?

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

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

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. What does your company do to encourage employee engagement?

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Beyond Philosophy

DECEMBER 5, 2017

Although satisfied employees are generally supportive of the business, they likely won’t go beyond doing the basics of their job descriptions. An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Beyond Philosophy

JULY 12, 2016

Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior? First, what does employee engagement, which has been around for over twenty years, actually mean? You Also Might Like… Employee Engagement: Putting the Cart Before the Horse?

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

Beyond Philosophy

MARCH 5, 2015

Southwest Attacks Its Late Problem Head-on with Its Customers. Southwest Airlines is a great Customer-centric airline with excellent employee engagement. The Airline Industry: WestJet, Virgin and Delta Create Joyful Experiences. Should 4% of Customers Dictate Strategy?

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

MARCH 10, 2015

Honesty is the best policy, and the only policy that gives you a chance for Customer retention. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. What do you do when you make a mistake? Please click here to learn more.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Employee Engagement and Customer Experience Are Linked.

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

ShepHyken

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. Do they interact with the customers in a personable and effective manner? Read Shep’s latest Forbes article: Creating An Amazing Customer Experience On A Budget .

Scripts 213

Scripts Customer Experience Employee engagement Best practices 213

Beyond Philosophy

SEPTEMBER 17, 2015

Never truer words were spoken, particularly when you are addressing Customer Experience. Customer Experiences happen in the moment, and these moments happen every day, every hour of operation, in every channel. In all of these moments, an employee can make or break a Customer Experience.

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

Beyond Philosophy

NOVEMBER 7, 2016

Employee Engagement: Your employees are people, and likely support the same team or local causes. It’s fun for employees to have a promotion that makes Customers happy. Happy memories are essential to your Customer Experience. It also feels good to have a higher purpose and do good for others.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

NOVEMBER 12, 2015

In other words, rudeness spreads faster than a shampoo endorsement between friends in the 70s and it can destroy your Customer Experience. At the risk of stating the obvious, being polite to Customers in a Customer Experience is critical. Employee Engagement and ROI: Are Your Employees Happy and Motivated?

Consulting 367

Consulting Consulting Employee engagement Customer Experience 367

Beyond Philosophy

MARCH 21, 2016

Employee engagement is critical to your organization’s hiring efforts. As the Fortune article points out, the Generation Z, fun-workplace-seeking employees will comprise at least 20% of the workforce by 2019, just three short years from now. Our four-part online Employee Engagement course covers the employee ambassador concept.

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

Beyond Philosophy

NOVEMBER 3, 2015

He moved me from Marketing to Customer Service, which was quite a surprise for people. This position, incidentally, set me on the path to Customer Experience. If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership.

Banking 386

Banking Employee engagement Consulting Consulting 386

Beyond Philosophy

AUGUST 16, 2017

This concept becomes even more crucial when you become a manager and assess your team—especially as it pertains to how they work with or on behalf of customers. In our global Customer Experience consultancy, we find most employees fall into one of five commitment categories for employees. Positive Loyalists.

Consulting 350

Consulting Consulting Employee engagement Customer Experience 350

Beyond Philosophy

JULY 5, 2017

But I see the same thing in the businesses we help at our customer experience consultancy. Mission statements and aspirations are great, but standing alone, they don’t inspire employees or lead to concrete actions that improve the customer experience. To Get Loyal Customers, Start with Loyal Employees.

Morale 324

Morale Consulting Consulting Employee engagement 324

DMG Consulting

APRIL 2, 2025

of respondents in DMGs annual worldwide survey of customer experience (CX) business and IT goals conducted in December 2024, making it the second-highest technology investment for contact centers in 2025. AI enables these enhancements, but so does the change in employee expectations.

Employee engagement 48

Employee engagement Enterprise Contact Center Self service 48

Beyond Philosophy

JULY 22, 2021

For example, one of the recent debates asked the question, is Customer Experience the new marketing? . Sherman is the Director of Customer Experience and employee engagement by day and the founder of DoingCXRight.com by night. In my view, I do not think Customer Experience replaces traditional marketing.

Marketing 221

Marketing Customer Experience Consulting Consulting 221

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.

Technology 331

Technology Consulting Consulting Customer emotions 331

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Coaching 385

Coaching Consulting Consulting Customer Experience 385

Beyond Philosophy

JULY 27, 2016

We see this all the time in our Customer Experience consultancy: We come in with a Customer Experience program that we want to deliver. We give it to the customer-facing teams…. We haven’t taught them how to deliver the Customer Experience we designed. First, Give Employees the Goal.

Employee engagement 281

Employee engagement Consulting Consulting Call Center 281

Beyond Philosophy

JUNE 15, 2017

They are also the least engaged at their jobs and the most likely to job-hop. Unfortunately, none of this is good news for your Customer Experience. They are the future of your workforce and the future of your Customer Experience. As I always say, happy employees make happy customers.

Employee engagement 364

Employee engagement Consulting Consulting Customer Experience 364

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Enterprise 250

Enterprise Consulting Consulting Employee engagement 250

Beyond Philosophy

MAY 31, 2016

Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Beyond Philosophy

JUNE 7, 2019

However, despite the rationality of this statement, too many organizations do not spend enough of their resources ensuring their employees are happy—and their Customer Experience suffers for it. The question is, how do you get happy employees? Common sense dictates that this is logical.

Consulting 287

Consulting Consulting Employee engagement Customer Experience 287

Beyond Philosophy

AUGUST 2, 2017

But in today’s competitive job market and customer experience landscape, employee satisfaction just isn’t enough. What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Act Now to Turn Customer Pain Points into Pleasurable Profits.

Consulting 302

Consulting Consulting Employee engagement Customer Experience 302

Beyond Philosophy

FEBRUARY 27, 2017

In fact, as we become more and more accustomed to shopping around for the best deal online, customers are likely to shop around for loyalty programs too, ditching one program for another if it offers better perks. So how does Hilton or any other company create true customer loyalty? Start by engaging the employees.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

Beyond Philosophy

MARCH 19, 2019

Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience. The goal is not to make the customer go, “Wow!”

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

Beyond Philosophy

AUGUST 8, 2016

If they show up at your registration desk/exit row/car counter/hostess stand, how are you going to be deliberate about creating a great moment in their Customer Experience? With all this demand (and who can argue that customers can be demanding?), it is easy to forget the importance of creating an excellent Customer Experience.

Entertainment 264

Entertainment Airlines Consulting Consulting 264