Customer centricity Customer emotions Training 
Beyond Philosophy
FEBRUARY 5, 2015
They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. All employees have the responsibility of providing customer value.
Beyond Philosophy
JULY 16, 2015
When we train front line people on how to read nonverbal communication, we recognize this is a critical part of emotional intelligence. When training front-line teams, it is critical they can interpret not only what Customers nonverbal clues communicate but also what they communicate with their own. Why Do You Sigh?
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Beyond Philosophy
OCTOBER 6, 2014
We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. 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.
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.
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.
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.
Beyond Philosophy
NOVEMBER 16, 2016
To learn about understanding your customers and improving your Customer Experience join one of our training courses. We have a wide range of resources – ranging from learning the CX Essentials to the tools for a customer centricity assessment. Designing a Customer-Focused Process.
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