Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. According to the global leaders, that’s because: They deliver excellence customer service. They communicate well. You Will Now.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Integrity Solutions

NOVEMBER 23, 2020

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do.

Customer centricity 124

Customer centricity Coaching Finance Sales 124

Beyond Philosophy

JUNE 9, 2015

For example, earlier this month on a flight from Spain to London, the airplane took off without any toilet paper ! Here are some other examples: They still have fees, for everything. Their app is still confusing, hard to use, and leaves all the work to the Customer. Passenger inertia is not Customer loyalty.

Airlines 344

Airlines B2C Surveys B2B 344

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 147

Best practices Surveys Metrics Construction 147

ShepHyken

JULY 8, 2019

Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure. by Roger Dooley.

Customer Service 301

Customer Service Customer centricity Customer Care Finance 301

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

JANUARY 29, 2022

Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. In this episode, we discuss Anna’s business pickle and how she can leverage what she learns in journey mapping to improve her organization’s customer strategy. Key Ideas to Improve your Customer Experience.

Journey mapping 243

Journey mapping Customer centricity Consulting Consulting 243

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Why You Need to Know How to Build a Customer-Centric Roadmap.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. How to Map Your Customer Journey & Overlay their Emotions. They just don’t know where to start.

Customer centricity 111

Customer centricity Journey mapping Marketing Personalization 111

Beyond Philosophy

JULY 6, 2016

These results were based on a survey of 9,000 Chinese customers, about 60 different brands in five industries. This research emphasizes the fact that those organizations that truly embrace the ideology behind a culture of Customer Centricity have enormous potential for opportunity and growth in a new market.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

MAY 23, 2016

Changing the name doesn’t change the leadership or the customer centricity of an organization. In my experience, customers come a distant second to what is good for the organization. Two specific examples of the lack of customer centricity in Telecoms come to mind. So changing the name will have no effect.

Customer centricity 280

Customer centricity Consulting Consulting Customer Experience 280

PeopleMetrics

JANUARY 16, 2025

In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. In 2018, I argued that such platforms were essential for companies serious about being customer centric. And at scale.

Feedback 71

Feedback Customer centricity Surveys Customer emotions 71

GetFeedback

JANUARY 19, 2020

For example, a few hours after checking into my hotel, I got an email with this message. In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. SMS surveys are increasingly popular, too. Cleanliness.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Beyond Philosophy

JULY 12, 2018

You deliver the Customer Experience that people wanted, but people have changed their expectations. For example, I often share the story about having salads at theme parks. We find it reveals different information than a survey question. In my experience, it is the latter. Objective findings are verifiable facts.

Consulting 170

Consulting Consulting Customer centricity Surveys 170

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. My paradigm example is, or was, MBNA America.

Customer centricity 207

Customer centricity Banking Enterprise Consulting 207

ShepHyken

JULY 15, 2022

Step 5: You send a feedback survey plus a gift card after four weeks in the program to gauge where they’re at and see how it’s going. This type of client engagement is one example of the almost obsessive customer centricity I’m talking about. You see what other freebies you can share to add additional value.

Coaching 339

Coaching Customer centricity Accountability Feedback 339

C3Centricity

SEPTEMBER 3, 2024

Have you made changes to drive your business growth using customer-centric strategies that are based on current trends? Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024. Patagonia is another company that excels in customer-centricity.

Customer centricity 77

Customer centricity Analytics Feedback Surveys 77

ShepHyken

DECEMBER 4, 2020

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy. Only 28% of the respondents had a well-defined customer experience strategy. Wrong Customer Experience.

Customer Experience 281

Customer Experience Airlines Customer centricity Surveys 281

ShepHyken

OCTOBER 9, 2020

Consider this: a recent Harvard Business Review survey of 46,000 shoppers found that only 7% shopped exclusively online, 20% were store-only shoppers, while 73% moved across multiple channels. What does that mean for the customers? An Omnichannel Perspective. Getting a seamless shopping experience, of course. Greater Personalization.

Customer Experience 357

Customer Experience Advertising Technology Customer centricity 357

ShepHyken

JUNE 26, 2023

9 Tips For Having A Customer Spotlight At Your Next Customer Advisory Board Meeting by Eyal Danon (Forbes) One of the more popular attendees at customer advisory board (CAB) meetings is the customer speaker, or more accurately, customer “session owner” as they will (hopefully) do much more than merely speak.

Customer Service 41

Customer Service Customer centricity B2C Entertainment 41

Beyond Philosophy

DECEMBER 5, 2016

Pronouncements like that should reflect a customer-centric culture, ambassadorial employee behavior, and positive customer perception. They want management to lead by example. If customer-centricity can be created in healthcare, it can be created anywhere.”. 10 BIG Ideas for Customer-Centric Success.

Brand ambassadors 247

Brand ambassadors Customer centricity Banking Consulting 247

TechSee

MARCH 7, 2022

Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses. In today’s digital-first and customer-centric world, fast response time and problem solving are at the core of customer demand.

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

Bill Quiseng

DECEMBER 6, 2021

Don’t bore your employees with rote customer service training. Instead, inspire them with a customer service education. Give your employees customer service tips and the reasons or explanations why it was important for customers. To customers, it’s all about them, not the employees. Appreciate.

Customer centricity 195

Customer centricity Education Customer Care Surveys 195

Beyond Philosophy

JUNE 16, 2022

We undertook this customer survey every year, and then ignored it—every year. Sure, we’d have a conversation about the survey results, including complaints, but we never did anything about what the survey told us. A lack of customer-centricity goes hand-in-hand with monopolies. It drove me mad.

Customer centricity 195

Customer centricity Education Surveys Consulting 195

Beyond Philosophy

MAY 14, 2015

Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Clearly, more Customers want self-service options. One of the most important emotions that your Experience generates with your Customers is Trust. Customers value trust.

Self service 402

Self service Best practices Customer Experience Call Center 402

Hello Customer

JUNE 21, 2021

In short, they need to actively think about their end consumer and convey a customer-centric message to their audience. One solution is to print a QR code on the packaging that leads to a survey. Net Promoter Score) survey will already point you towards some insights about why people love your brand. (Net A simple NPS?

Customer centricity 98

Customer centricity B2C Surveys Feedback 98

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? Here are just a few examples of data that could be included in VoC.

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

TechSee

OCTOBER 5, 2020

In 2019, before the world had ever heard of COVID-19, a Research Report by Field Service News showed that field service organizations were already transitioning to a more customer-centric model. 65% of FS organizations identified customer satisfaction as either equal to or higher in importance than operational efficiency.

Customer effort 207

Customer effort Metrics Customer centricity Surveys 207

ShepHyken

OCTOBER 14, 2019

The students that understand the importance of customer service and experience as they enter the workforce will have a great advantage over those that don’t. Crash and Churn: survey reveals the customer service fails that cause attrition by Andrew Mort. Here’s a short article with a link to an excellent report.

Customer Service 50

Customer Service Best practices Finance Customer centricity 50

Callminer

NOVEMBER 18, 2020

It’s harder to communicate and can be easy for pushy customers to get the better of you. When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”. Best practice examples include: Hire, train, motivate, and retain top talent.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Beyond Philosophy

DECEMBER 29, 2023

For example, you may have heard Colin share about his wife, Lorraine, and her back surgery this year—a major undertaking that necessitated extensive physical therapy during recovery. The same principle of gradual improvement through diligent effort holds true for Customer Experiences. Complete this short survey.

Consulting 221

Consulting Consulting Customer centricity Education 221

Beyond Philosophy

OCTOBER 27, 2022

So, even if you have performed better than you did last month and score way lower than the competition regularly, customers might not be ready to up their evaluation of you yet. For example, if someone moved to Sarasota and wanted my advice about a cable company, I would tell them to choose one over the other.

Customer centricity 39

Customer centricity Metrics Customer emotions Consulting 39

Beyond Philosophy

JANUARY 26, 2023

2 : How Customer-Centric is Your Organization? Customer-centricity is foundational to delivering an excellent Customer Experience. They often tell us that they are not customer-centric at all. We measure Customer Centricity on a model from low to high.

Customer centricity 195

Customer centricity Construction Education Surveys 195

Beyond Philosophy

JUNE 20, 2015

The first, a B2C example, involves a major player in the cable television industry. The second, a B2B example, involves a major business services firm. Web-based survey invitations were sent to the company’s current customers. Close to 1,000 survey responses were received.

B2C 257

B2C B2B Metrics Entertainment 257

Hodusoft

OCTOBER 23, 2024

A Comprehensive Guide to Net Promoter Score: History, Calculation Formula, Survey Tips If you are an entrepreneur or a business professional, you probably know what the term ‘Net Promoter Score’ means. In purely technical terms, Net Promoter Score is a metric to compute customer loyalty.

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

ShepHyken

JULY 26, 2019

It’s also an important step in becoming sincerely customer-centric. The best customer experiences are the ones achieved when a number of your team creates an emotional connection. A few days back I happened to stumble upon an interesting example that is best suited here. I am pretty sure you must have.

Customer Experience 297

Customer Experience Feedback Customer centricity Customer retention 297

Steve DiGioia

NOVEMBER 7, 2016

Well, have you ever tried to be your own customer? According to an American Express 2011 Survey, 3 in 5 Americans (59%) would try a new brand or company for a better service experience. In other words: Customer loyalty goes out the window when the service and experience is poor. You bemoan your customers.

Customer centricity 230

Customer centricity Surveys Customer Experience Feedback 230