Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. 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. Rightly so, to be honest.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

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

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. You must line up the external experience to the internal one.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

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

DECEMBER 4, 2014

An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus.

Journey mapping 384

Journey mapping Customer centricity Employee engagement Customer Experience 384

Contact Center Pipeline

APRIL 14, 2021

The definition of a “truly customer-centric” organization is one that has mastered the ability to intentionally design and consistently deliver the ideal customer experience across all products, channels and brands.

Customer centricity 229

Customer centricity Customer Experience Management Employee engagement 229

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. How is this applicable to Customer Experience? Well, Loss Aversion is applicable to Customer Experience as well. I won’t even get into why they Scottish chose not to go.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Here are five ways to turn disconnected customers into loyal customers: .

Customer Experience 271

Customer Experience Advertising Employee engagement Sales 271

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 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. This communication to employees shows me a customer centric company that is lead by the top down on this principle.

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

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

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

ShepHyken

DECEMBER 27, 2022

Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. Top Takeaways: Customers want to be empathized with and understood by the brands they interact and do business with.

Customer centricity 334

Customer centricity Healthcare Employee engagement Surveys 334

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

ShepHyken

FEBRUARY 4, 2020

Very few companies take the customer experience into consideration when designing new products. Incorporate the customer’s voice throughout that process and give them a seat at the table from the very beginning. Poll the customers and personas to whom you’re marketing and find out their wants and needs.

Customer centricity 356

Customer centricity Employee engagement Customer Experience Customer Service 356

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

DECEMBER 5, 2017

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. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

ShepHyken

MARCH 25, 2022

This week we feature an article by Anjan Pathak, Co-founder and CTO at Vantage Circle , an Employee Engagement Platform. He shares how rewarding your customer experience team is critical to building an inspired, high-performing team. Also, research says that brands with a great customer experience get them 5.7

Customer Experience 216

Customer Experience Employee engagement Customer centricity Chatbots 216

ShepHyken

SEPTEMBER 24, 2019

The Link Between the Employee Experience and the Customer Experience. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Communication is crucial in the customer experience.

Customer centricity 296

Customer centricity Coaching Employee engagement Customer Experience 296

PeopleMetrics

MARCH 2, 2015

You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. Before you bang your head on your mahogany desk, maybe you should ask yourself another question: Why should your employees care? The bulk of companies are just trying to figure out where to start: engagement or culture?

Employee engagement 106

Employee engagement Customer centricity Customer Experience Management 106

ShepHyken

SEPTEMBER 11, 2018

Top Takeaways: The International Customer Service Association started National Customer Service Week (NCSW) in 1984 because they wanted to create a meaningful way to recognize the work people do and the impact it has on the customer experience. The theme this year is Exceeding Expectations, Every Customer, Every Time.

Customer centricity 216

Customer centricity Employee engagement Customer Service Customer Experience 216

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric.

Customer centricity 105

Customer centricity Customer Experience Chief Customer Officer Construction 105

ShepHyken

DECEMBER 29, 2020

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. That means spending time on the frontlines of customer service.

Customer centricity 216

Customer centricity Employee engagement Coaching Consulting 216

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

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world.

Employee engagement 59

Employee engagement Customer centricity Consulting Consulting 59

PeopleMetrics

MAY 12, 2015

Customer experience darling Zappos recently reported 210 of its employees have resigned. That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. When it was all said and done, 210 out of 1,503 employees decided to leave Zappos. A Call to Arms.

Employee engagement 107

Employee engagement Customer centricity Engineering Customer Experience 107

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. BT – Customer-centric culture.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

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

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. A strong, vibrant customer-centric culture is an organic and natural strength that cannot be compromised.

Customer centricity 117

Customer centricity Coaching Employee engagement Sales 117

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

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world.

Employee engagement 54

Employee engagement Customer centricity Best practices Consulting 54

PeopleMetrics

APRIL 9, 2015

In this post, we’ll talk about how that theory applies to customer experience. Customer experience strategy should be approached in the same way. Customer experience strategy should be approached in the same way. Great customer experience takes a lot of work. Let''s dive in. What Lies Beneath.

Customer Experience 125

Customer Experience Customer centricity Employee engagement Feedback 125

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. I could write a book just about my Trader Joe’s customer experience! You can read more about return experiences and lessons about DoingCXRight. I’d love to hear your examples.

B2C 291

B2C B2B Customer centricity Employee engagement 291

PeopleMetrics

AUGUST 25, 2015

It helps you understand whether your crew is engaged in their work and understands your direction. You can then take steps to grow employee engagement and help them deliver an improved customer experience. Chart your course with long-term customer experience strategies. And guess what.

Customer centricity 96

Customer centricity Employee engagement Feedback Customer Experience 96

PeopleMetrics

JULY 31, 2015

If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you keep tabs on your experience. However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers. It helps you gain perspective.

Feedback 118

Feedback Customer Experience Customer centricity Employee engagement 118

PeopleMetrics

SEPTEMBER 1, 2015

“I am available to the employees brave enough to enter my office and interrupt me.”. These unspoken social interpretations are a big part of employee engagement and culture. They influence whether employees share their honest opinions or guard them. In our research, customer centricity works very well.)

Customer centricity 103

Customer centricity Employee engagement Surveys Personalization 103