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

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 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. That is to say, Amazon has it—and Bank of America doesn’t. They communicate well.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

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

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 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

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. In all of these moments, an employee can make or break a Customer Experience.

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

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

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Employee Engagement: The Domino Effect on Customers.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

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 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

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

DECEMBER 7, 2016

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

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

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

OCTOBER 29, 2014

By managing loss aversion, a charge card managed to increase its fees by more than $300 and still retain most of its customers. By focusing their communication on what their customer truly valued (even though some of the customers were not consciously aware of what it was they valued).

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

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

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. Recommendation #5: Help people understand what Customer Experience is.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

PeopleMetrics

MAY 12, 2015

That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. For the sake of brevity, Holacracy is based on self-management, self-organization, and efficiency. Those familiar with online shopping or customer experience know Zappos is not a common company.

Employee engagement 106

Employee engagement Customer centricity Engineering Customer Experience 106

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

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

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

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

Beyond Philosophy

MAY 31, 2016

Employees are at least as important as other aspects of customer management in optimizing benefits for customers. They are key stakeholders in value delivery and brand/supplier success, and they frequently represent the difference between positive and negative experiences and whether customers stay or go.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

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 95

Customer centricity Employee engagement Feedback Customer Experience 95

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. Top Field Service Management Influencers in 2023 John Carroll, CEO, Service Council Bob Feiner joined Dell Technologies in 1999 and currently serves as Senior Vice President of Dell EMC’s Global Deployment and Field Services business.

Automotive 41

Automotive Management Enterprise B2B 41

PeopleMetrics

MARCH 27, 2025

At PeopleMetrics, our Brand Ambassador Awards go to frontline employees who rack up the most recognition alerts. Why This Matters Employee engagement and customer experience are two sides of the same coin! When employees feel seen and appreciatedespecially because of customer feedbackthey become more motivated.

Brand ambassadors 62

Brand ambassadors Management Customer centricity Feedback 62

ClearAction

MAY 27, 2013

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue.

Customer centricity 77

Customer centricity Customer Experience Management Morale 77

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. Hyperventilation! ).

Customer centricity 102

Customer centricity Customer advocacy Employee engagement B2B 102

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. Sometimes management doesn’t recognize it as an issue.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Customer Guru

JULY 20, 2018

Tough global competition has forced companies to rethink their business strategies and come up with innovative and different ways to manage their customer portfolios, along with looking to improve service interaction. What traits must a customer-centric leader possess? While this sounds easy, it is no easy job!

Customer centricity 110

Customer centricity Metrics Coaching Employee engagement 110

Beyond Philosophy

SEPTEMBER 5, 2014

Managing your relationships with your employees is a challenging task. As a career manager myself, at one time as a manager of 1000s of employees for British Telecom, I have learnt a thing or two over the years. Like any relationship, the one with your employees is based mutual trust and loyalty.

Employee engagement 199

Employee engagement Customer emotions Customer centricity Customer Experience 199

ShepHyken

DECEMBER 16, 2019

Employee Engagement: 4 Keys to Delivering Exceptional Customer Experience by CIO. CIO) With a customer-centric perspective, along with the right training and processes in place, every single one of your employees — from interns to the C-suite — can be a highly engaged employee.

Customer Service 209

Customer Service Employee engagement Coaching Customer centricity 209

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. Innovation should be customer-centric. . Use password management tools .

Customer Experience 264

Customer Experience Advertising Employee engagement Customer centricity 264

Beyond Philosophy

OCTOBER 3, 2014

When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. We would call this the customer centricity of the organization. I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

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

ShepHyken

NOVEMBER 30, 2018

By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. Task: Identify a “gap” in the customer experience journey. They invest to meaningfully improve the customer experience.

Abandon rate 253

Abandon rate Journey mapping Average Handle Time Customer centricity 253

CX Global Media

FEBRUARY 6, 2019

It’s the trap of managing workflow for efficiency. I need to be careful not to manage queues of interactions because that’s how it’s always been done. Not efficiency metrics or channels to be managed. Therefore, it’s a platform view that every agent can see the customer for the first time. Please Share.

Contact Center 270

Contact Center B2C Coaching Call Center 270