Remove Customer centricity Remove Customer emotions Remove Presentation
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5 Tests to Reveal How Customer Centric Your Channel Strategy Is

Beyond Philosophy

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.

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Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

I am sure that you raised your hand a few times during this presentation. Your Customers would raise their hands during this TED talk also. So instead of addressing emotions, Customer feelings are ignored with the hopes that an efficient and effective process will be good enough. I know I did.

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Stop Now! Six Mistakes Being Made With Your Digital Experience

Beyond Philosophy

If you haven’t gone online with your Customer Experience, too, it’s time. The digital transformation of your present Customer Experience is long overdue. Consider this graph of which devices customers use at home: Nearly everyone has a computer or smartphone, and close to three quarters have a tablet.

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Beware: Are YOU on Your Employee’s Naughty List?

Beyond Philosophy

Hiring well and presenting a comprehensive orientation are two critical parts of starting off with a great employee experience. We have a wide range of resources – ranging from learning the CX Essentials to the T ools for a customer centricity assessment. How to Measure Customer Emotions.

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5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. The Value of Customer Experience, Quantified. So, the debate continues.

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The Tools To Use To Create Actionable Measures

Beyond Philosophy

Despite my belief and routine pronouncement of these facts, I am astonished by how many companies don’t bother with measuring customer emotions. Those that do measure customer emotions don’t think about how they will use it. To measure customer emotions, you need the proper tools to do a job.

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3 Ways to Use Mobile To Your Advantage

Beyond Philosophy

Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too. What you present to a mobile audience is now the most important part of your online presence. If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more! The Mobile Age.