Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

CX Global Media

JANUARY 2, 2019

Have you ever experienced relief when that huge barrier preventing you from being more customer centric was finally removed? The irony of many legacy contact center communication platforms that are being used to serve customers often prevent you from doing it effectively. By default, you end up being more process focused.

Customer centricity 191

Customer centricity Contact Center Technology Coaching 191

ShepHyken

DECEMBER 15, 2017

This week we feature an article by Keith Schorah who states that in order to deliver an excellent customer experience, you have to know your customers better than ever before, and this begins with your frontline. As I always say, what’s happening on the inside of a company is felt on the outside by your customers. – Shep Hyken.

Employee engagement 305

Employee engagement Customer centricity Feedback Morale 305

Beyond Philosophy

SEPTEMBER 11, 2014

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. According to the global leaders, that’s because: They deliver excellence customer service. According to the global leaders, that’s because: They deliver excellence customer service.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

PeopleMetrics

OCTOBER 14, 2015

Antsy for Customer-Centric Cultures. For example, independent research shows that customer focus plays a role in employee engagement. In company-centric cultures, 22% of employees are engaged, and four percent are fully engaged. What does that say about us, dear humans?

Employee engagement 92

Employee engagement Customer centricity Surveys 92

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

In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

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

DECEMBER 22, 2014

Blogs Customer Experience Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Customer Management Customer Mirrors customer research employee engagement' (..)

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

NOVEMBER 28, 2016

Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Further, there is no specific connection to the emotional drivers of employee experience.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

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. Conclusion: Customers want it, whether you want to do it or not.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

ShepHyken

DECEMBER 27, 2022

She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies. Top Takeaways: Customers want to be empathized with and understood by the brands they interact and do business with. Listen to your employees, too, not just your customers.

Customer centricity 322

Customer centricity Healthcare Employee engagement Surveys 322

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

Beyond Philosophy

JANUARY 12, 2015

Didn’t Believe Amazon Was Customer Centric Before? Why Most Customer Experience Programs Fail. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. You Will Now.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

OCTOBER 11, 2019

Laverty persisted as he saw that Customer Experience would be the differentiator in the marketplace. He asked, “How is this going to impact our customers?” It was part of his strategy to enforce the customer-centric mindset at the company and help the team get used to identifying as the customer and seeing it from their vantage point.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Beyond Philosophy

DECEMBER 7, 2016

Career Bliss determined the three factors that contribute to this employee happiness: Existence of a positive work environment. It would be wise to review these three elements in your employee engagement strategy. How to Measure Customer Emotions. Opportunity for career growth. Good relationship with senior management.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

ShepHyken

FEBRUARY 4, 2020

About: Stacy Sherman is the Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. She designs and implements successful customer-centric programs and other projects for well-known brands. People buy from people.”.

Customer centricity 341

Customer centricity Employee engagement Customer Experience Customer Service 341

ShepHyken

SEPTEMBER 24, 2019

They also talk about the crucial role the employee experience plays in the customer experience. The Interview with Annette Franz: Customer understanding is a cornerstone of a customer-centric culture. Out of a great employee experience comes employee engagement, productivity, and quality.

Customer centricity 287

Customer centricity Coaching Employee engagement Customer Experience 287

ShepHyken

SEPTEMBER 11, 2018

The theme this year is Exceeding Expectations, Every Customer, Every Time. The people that provide customer service need to get recognized in order to re-energize their customer-centric focus. National Customer Service Week is a great way to have a positive impact on employee engagement.

Customer centricity 207

Customer centricity Employee engagement Customer Service Customer Experience 207

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

PeopleMetrics

MAY 12, 2015

That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. Those familiar with online shopping or customer experience know Zappos is not a common company. They’re built on customer service, and they’re a common reference for customer-centric discussion.

Employee engagement 106

Employee engagement Customer centricity Engineering Customer Experience 106

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

ShepHyken

JUNE 19, 2023

It is about communicating with your customers, getting feedback, responding to comments, and taking action based on what your customers tell you. Instead of replying with a generic “thank you” each time someone leaves a comment, respond in a way that makes the customer feel heard as an individual.

Customer centricity 166

Customer centricity Marketing Customer Care Education 166

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 201

Customer centricity Employee engagement Coaching Consulting 201

PeopleMetrics

AUGUST 25, 2015

Listening to the Voice of the Employee works in a similar way, but from an internal perspective. 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.

Customer centricity 95

Customer centricity Employee engagement Feedback Customer Experience 95

Beyond Philosophy

FEBRUARY 6, 2019

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. The 75 percent that Thompson describes makes sense to me.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

JUNE 12, 2015

Glenn Laverty, CEO of RICOH Canada, had this to say about how he used employee engagement to help facilitate that rise: “We beat that drum almost incessantly in the organization simply because we wanted everybody to understand the impact that they have in the Customer Experience. Reserve your spot today!

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

Beyond Philosophy

MARCH 19, 2019

Bell also helps many Fortune 100 companies implement innovative customer-centric strategies. Value-added is what your customer usually gets and, over time, expects; value-unique is giving your customer what they expect and adding more. It is a customer centric surprise that delights your customers.

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

PeopleMetrics

JUNE 26, 2015

Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. Their brand, corporate mythos, and customer advocacy played a large part in my stepping through their sliding glass door in the first place. Be worthy of their esteem.

Customer centricity 102

Customer centricity Customer advocacy Employee engagement B2B 102

Customer Guru

JULY 20, 2018

If they don’t, then customers – potential and existing – will not think twice before moving on to the competition. Hence, it is imperative that organizations become customer-centric and more importantly, hire leaders with a clear customer-centric vision. How to become a customer-centric leader?

Customer centricity 110

Customer centricity Metrics Coaching Employee engagement 110

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 can teach your employees to provide stakeholder value.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. What do I mean by the ‘right employees’? The six steps are as follows: Step 1 – Attract.

Employee engagement 78

Employee engagement Customer centricity Customer Experience Enterprise 78

ijgolding

OCTOBER 3, 2016

Should we have a Chief Customer Officer. 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. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer centricity 105

Customer centricity Customer Experience Chief Customer Officer Construction 105

Beyond Philosophy

MAY 31, 2016

Employee Engagement: Putting the Cart Before the Horse? Core Elements of Employee Engagement. Customer Centric Employee Engagement. That way, everybody wins.”. You Also Might Like… The Convergence of Brand and Human Resources Management. Republished with permission from CustomerThink.com.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. On your marks…. Let's start …. The CX Feud!

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96