Beyond Philosophy

NOVEMBER 10, 2014

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. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses. So, the debate continues. Why is this?

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

FEBRUARY 5, 2015

These companies, and their employees, are also invariably quite disciplined and well-trained in the why’s and how’s of customer experience. Every aspect of a company’s offering – customer service, advertising, packaging, billing, products, etc. – They market, and create experiences, within the branded vision.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

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

NOVEMBER 4, 2014

Using smells in your Customer Experience is olfactory marketing, and it works. Put it in a location that gives your customers the opportunity to see all the other inventory you have that they need to see, even if you only sell online. So what can the rest of businesses learn from them? How it smells affects how it sells.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. True customer loyalty extends beyond transactional interactions and loyalty programs. Building authentic, emotional customer relationships can lead to loyalty and increased revenue.

Customer centricity 240

Customer centricity Morale Feedback Customer Experience 240

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. These choices affect the Customer Experience.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

Beyond Philosophy

MARCH 8, 2017

Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. Rather than this be a rant let’s look at the key issues with Telecom’s Customer Experience?

Customer Experience 312

Customer Experience Customer centricity Engineering Consulting 312

TeleDirect

DECEMBER 25, 2024

How 24/7 Call Centers Improve Your Customer Experience In todays global and always-connected marketplace, customer expectations have evolved dramatically. Businesses are no longer judged solely on the quality of their products or services but on the customer experience (CX) they provide. These include: 1.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

Beyond Philosophy

JUNE 12, 2015

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? The American Customer Satisfaction Index (ACSI) uses an overall U.S. Trend #3: Creating a Customer Experience Team for your company.

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

Beyond Philosophy

NOVEMBER 24, 2014

To create a great experience you have to define which areas that Customers most value and exceed these aspects of the Customer Experience. Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are.

Customer centricity 419

Customer centricity Customer emotions Consulting Consulting 419

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

CCNG

APRIL 30, 2025

Siloed decision-making is driving up costs and damaging the customer experience. When customer service, IT, and marketing operate independently, inefficiencies grow, progress stalls, and customer interactions suffer. But without support from marketing and IT, their efforts fall short.

Customer Service 195

Customer Service Management CCNG Self service 195

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Joe Pine is the author of the book that started it all, The Experience Economy. Key Takeaways.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

ShepHyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. Then you describe your general marketing efforts as customer experience marketing. Build a Customer-Centric Infrastructure .

Marketing 203

Marketing Customer Experience Customer centricity Advertising 203

Beyond Philosophy

OCTOBER 4, 2019

Some people confuse marketing and advertising. They are not, but advertising and its related communication is a crucial part of what marketing does. Advertising is where your organization communicates with the customer. It is also where you begin to set customers’ expectations for your Customer Experience.

Marketing 62

Marketing Advertising Education Consulting 62

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

ShepHyken

FEBRUARY 26, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Developing an affiliate marketing strategy comprises multiple aspects. An affiliate marketing strategy needs to be effective, target well and work well for brands and customers. Ensure a good user experience.

Marketing 320

Marketing Journey mapping Advertising Upselling 320

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. Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

Customer Experience 270

Customer Experience Advertising Employee engagement Sales 270

ShepHyken

JUNE 21, 2019

Their customers aren’t cash-strapped market segments. Their customers are your customers. And amongst that shared audience, their customer experience becomes the expectation set on your brand. Accenture calls these new, slippery customer expectations liquid expectations. They’re you and me.

Chatbots 312

Chatbots Customer Experience Scripts outsourcing 312

Beyond Philosophy

NOVEMBER 27, 2017

Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. Measurement.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

Beyond Philosophy

SEPTEMBER 17, 2015

Starbucks CEO Howard Schultz sent a memo to his 190,000 retail employees and I think it’s brilliant—and a window into why Starbucks does such an excellent job with their experience. Our customers are likely to experience an increased level of anxiety and concern. I talk a lot about Customer-centricity of organizations.

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 361

Customer Service Customer centricity B2B Upselling 361

Beyond Philosophy

NOVEMBER 26, 2014

Marketing and Branding are the first contacts you have with your Customers. Your brand is the promise you make to your Customers. Your experience is how you deliver on that promise. We use a Customer Experience Assessment model called Naive to Natural to assess whether companies focus on Customers primarily.

Advertising 324

Advertising Customer centricity Marketing Customer Experience 324

Beyond Philosophy

NOVEMBER 8, 2018

I was a keynote speaker there for a Customer Experience conference. There is a lot of Customer Experience activity happening there. He explained on a recent podcast the reason improving Customer Experience is such a hot trend in the Middle East has been the liberalization of markets there.

Customer centricity 385

Customer centricity Transportation Consulting Consulting 385

Beyond Philosophy

SEPTEMBER 11, 2021

You were just trying to market the latest brand effort to your new and existing customer base. Unfortunately, your marketing inadvertently damaged your customer focus. However, marketing isn’t the only area to blame for the problem. Key Ideas to Improve your Customer Experience.

Marketing 195

Marketing Customer centricity Consulting Consulting 195

Beyond Philosophy

DECEMBER 6, 2019

This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. We shared some examples of some of the indicators of whether a company is customer-centric or not customer-centric on a recent podcast.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

ShepHyken

SEPTEMBER 15, 2023

This week, we feature an article by Maria Fintanidou, a copywriter for Moosend , an email marketing automation software. She writes about using email marketing to improve customer service and experience throughout the entire customer journey.

Marketing 169

Marketing Customer Experience Entertainment Customer centricity 169

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Secondly, the UK are not as customer-centric as U.S

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

Beyond Philosophy

NOVEMBER 15, 2017

I have led hundreds of successful Customer Experience (CX) program successes. 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. Where does your experience stop? Why or why not?

Customer centricity 313

Customer centricity Journey mapping Consulting Consulting 313

Beyond Philosophy

NOVEMBER 29, 2019

When I thought about how I recognized it, I found that organizations that did not commit to customers had some shared company culture cues that indicated where their focus was. The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience. ”, few of them would say false.

Customer centricity 355

Customer centricity Consulting Consulting Customer Experience 355

Beyond Philosophy

JULY 14, 2015

However, Customer Centricity puts the Customer first, not the organization. Those that don’t put the Customer first are more likely to have these types of policies, creating relationships that exhibit classic signs of one-sidedness. . #3: Your policy is to renew this cycle, over and over again.

Customer centricity 366

Customer centricity Customer retention Marketing Customer Experience 366

ShepHyken

SEPTEMBER 11, 2020

What is the good versus the bad in your market? New Customer Behavior. The behavior of customers is changing constantly. In order to win the heart and the business of customers, it is advisable to take these evolutions into account. His core expertise is the future of customer-centricity.

Customer Experience 264

Customer Experience Customer centricity Government Healthcare 264