Beyond Philosophy

DECEMBER 22, 2014

Fictional or not, they are there, and they are creating a reaction in your customers’ subconscious and unconscious minds, shaping their emotions and creating value for your products on the shelves…or Ebay page. Do you have an example where cooties played a part in your decision whether or not to buy something?

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

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.

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Customer centricity Journey mapping Consulting Consulting 313

Beyond Philosophy

OCTOBER 5, 2017

In a webinar last Thursday, I revealed our seven strategic questions we developed over the past 15 years that can help you address your customers’ emotional needs. They include: What is the Customer Experience you are trying to deliver? Our first question helps you develop your Customer Experience program.

Journey mapping 357

Journey mapping Banking Customer emotions Customer centricity 357

Beyond Philosophy

NOVEMBER 19, 2014

It is essential that you connect your Customer Experience to these ads, and sustain this emotional experience for Customers. Sainsbury’s Christmas ad is an excellent example of using emotions to create a connection and brand promise with Customers, an essential first step to an excellent Customer Experience.

Customer emotions 313

Customer emotions Customer centricity Consulting Consulting 313

Beyond Philosophy

NOVEMBER 16, 2016

When you look at it, or experience your moments as if you were a customer, you are often in for a rather nasty shock. The choice to reduce volume to compensate for shrinking margins is a classic example of inside-out thinking. In other words, they are putting the company’s needs above the customers’.

Consulting 419

Consulting Consulting Customer centricity Customer emotions 419

Beyond Philosophy

JANUARY 23, 2015

Your Customers have behaviors that cost your organization money. An excellent example is those Customers that still want a paper statement. If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want. Read more about the book and register for the webinar, here.

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Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

JANUARY 28, 2015

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here.

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Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

OCTOBER 29, 2014

Here is also a video of Dan Ariely , author of “Predictably Irrational” and professor at Duke University who explains and provides more examples of Loss Aversion. He gives an example supposing that you just took a job and your yearly salary is $50,000. How is this applicable to Customer Experience? We see it all the time.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

JANUARY 12, 2015

. – and quasi-emotional and relationship states that fall in between the basics, such as awe and disapproval, which fall on either side of surprise. It’s emotional, of course, but it makes sense in application. Love falls in between joy and trust.

Customer Experience 305

Customer Experience Customer emotions Customer centricity Analytics 305

Beyond Philosophy

OCTOBER 2, 2017

This is a classic example of companies blaming other people for their own failure to focus on what customers want. Blaming someone else is a sure sign of a company that is inwardly focused instead of looking at ways to be more customer centric. Blaming Others is Not a Winning Strategy.

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Customer centricity Consulting Consulting Customer emotions 332

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.

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Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

NOVEMBER 4, 2014

Another example of this concept in action was closing the menu at a restaurant, which the authors compare to “closing off” a choice. Closing off the choice physically by closing the menu gave diners an emotional closure to their decision and led to their satisfaction with their order. . < www.winepleasures.com. 29 July 2011.

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

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

APRIL 2, 2020

What we do want is to know how to facilitate customer-driven growth. Apple is an excellent example of how to do this. Lines outside the store is almost the prototypical example of Social Proof. Apple’s among the best at realizing the importance of those things (see unboxing example above). I am just kidding.

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Customer centricity Customer emotions Consulting Consulting 398

Beyond Philosophy

JULY 6, 2016

These results were based on a survey of 9,000 Chinese customers, about 60 different brands in five industries. This research emphasizes the fact that those organizations that truly embrace the ideology behind a culture of Customer Centricity have enormous potential for opportunity and growth in a new market.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

JUNE 4, 2015

Enhance the current experience with Customer-led innovation. Adding a touch screen kiosk in your retail location is an example of adding a customer-led innovation into your experience.Touch screens are a ubiquitous presence in our lives. Here’s what the CEO of DICK’S said about the Omni-channel approach: 3. Register here today!

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Customer centricity Technology Marketing Customer Experience 353

Beyond Philosophy

AUGUST 13, 2015

One of De Pree’s most memorable quotes, for example, is “The first responsibility of a leader is to define reality. Leaders of organizations desiring to be customer-centric, and managers wanting to help leaders achieve that worthwhile goal, would do well to follow these ideals and the principles of Greenleaf and De Pree.

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Customer centricity Airlines Enterprise Education 279

Beyond Philosophy

NOVEMBER 19, 2020

These frameworks would feature shining examples of these concepts at work to help convert the non-believers. These clues affect our emotions, shape our attitudes, and guide our actions. He says we need to begin to understand customer emotions and what stimulates them.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

Beyond Philosophy

SEPTEMBER 27, 2017

AT&T, for example, sent this text to its wireless customers in Florida: “…we’d like to help out during this difficult time. In short, it would be attuned to its customers’ emotional reactions. Unfortunately, telecoms are still inwardly focused and have a long way to go to become customer-centric.

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Wireless Telecommunications Customer centricity Customer emotions 292

PeopleMetrics

JANUARY 16, 2025

Whether the feedback is solicited through surveys, volunteered via social reviews, observed in customer behavior, or verified by quality assurance professionals, the goal is to integrate it all into one comprehensive view. In 2018, I argued that such platforms were essential for companies serious about being customer centric.

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Feedback Customer centricity Surveys Customer emotions 71

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

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

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!?!

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Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

OCTOBER 27, 2022

So, even if you have performed better than you did last month and score way lower than the competition regularly, customers might not be ready to up their evaluation of you yet. For example, if someone moved to Sarasota and wanted my advice about a cable company, I would tell them to choose one over the other.

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Customer centricity Metrics Customer emotions Consulting 39

Beyond Philosophy

MAY 23, 2024

You can tell a lot about an organization’s sophistication regarding customer centricity based on how it assesses the quality assurance of a call center. Listening to calls and talking to agents reveals what’s happening daily and is far more relevant regarding an organization’s true Customer Experience.

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Customer centricity Call Center Banking Customer emotions 195

ProProfs Blog

MARCH 28, 2019

The only way to do this, obviously, is customer-centric copywriting. Your customer support team may even plan to use a help desk software to resolve customer queries on time and delight them. Quick Navigation – Five golden rules for writing customer-centric copy. Being Customer-Centric Matters.

Customer centricity 83

Customer centricity Scripts Education Healthcare 83

Beyond Philosophy

DECEMBER 14, 2015

One of De Pree’s most memorable quotes, for example, is “The first responsibility of a leader is to define reality. Leaders of organizations desiring to be customer-centric, and managers wanting to help leaders achieve that worthwhile goal, would do well to follow these ideals and the principles of Greenleaf and De Pree.

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

Beyond Philosophy

SEPTEMBER 26, 2019

For example, if the author was well-known before the review and got a bad report in The New York Times, it hurt sales. At Beyond Philosophy, we have always tried to be at the cutting edge of Customer Experience, pushing the boundaries. In my first book, I wrote about customers’ emotions and the emotional experience.

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Entertainment Sales Consulting Consulting 276

Beyond Philosophy

MAY 5, 2015

And maybe, just maybe, you shouldn’t mention to senior management that you are listening to Customers’ little voices—maybe instead call them intuitive discourses analysis! What does your little voice tell you to do about Customers’ emotions? How Emotions Generate $$$. Please share your insight in the comments below.

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Customer emotions Customer Experience Call Center Customer centricity 284

Beyond Philosophy

JULY 29, 2021

Often, the best leader is the person with the ability to get on with people and understand how emotions play into the team. Also, the ability to read people allows them to understand customer emotions. Some artistic talents and emotional intelligence can get overlooked or underappreciated.

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Customer Experience Consulting Consulting Customer centricity 221

Beyond Philosophy

FEBRUARY 3, 2022

She also wants to know how to set up their Customer Experience improvement for success to be more customer-centric. We discussed these on the podcast in a series, and they include: You can use each area to determine how Customer-Centric your organization is on a model we call Naïve to Natural.

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Journey mapping Customer centricity Consulting Consulting 195

TechSee

MAY 21, 2019

And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. This customer’s emotions will eventually determine their brand loyalty and likelihood of churning. What is emotion analytics? Angry drivers crash cars.

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Analytics Customer Experience B2C Customer emotions 137

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Customer-Centricity Customer centricity refers to customer-oriented culture in the company.

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Customer Experience B2C Journey mapping B2B 167

CX Global Media

MAY 11, 2020

This can impact your customer’s loyalty in a very negative way. Enabling your customers to access your service as quickly as possible, increases customer loyalty. Get additional insights: 275: Annette Franz – Customer-Centric Leadership and Culture. Another example commonly used is automated mail.

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Contact Center Technology Customer centricity Customer emotions 194

Beyond Philosophy

JUNE 20, 2015

The first, a B2C example, involves a major player in the cable television industry. The second, a B2B example, involves a major business services firm. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.)

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B2C B2B Metrics Entertainment 257

Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. An example cited in the article is Starbucks, which has created its program to reflect the uniqueness of its café experience. Solve Customer and Industry Pain Points.

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Airlines Entertainment Consulting Consulting 210