Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Beyond Philosophy

JULY 30, 2015

Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization. Designing A Customer-Focused Process.

Customer Experience 60

Customer Experience Hotels Airlines Exercises 60

Customer Alignment

DECEMBER 18, 2017

Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. Think Smiling Companies, Happy Customers. Othello ) So, there was much talk. 2017 promised such a lot. Image courtesy of Pixabay

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Wired and Dangerous

MARCH 16, 2020

How are you communicating with your customers and employees today regarding the steps you are taking to maintain a safe environment while providing an appropriate experience. It is that strategy that informs all crisis management tactics and communication responses. Be sure to catch Chip’s recent post: [link].

Customer Focused 91

Customer Focused Management CEM Airlines 91

Wired and Dangerous

MARCH 27, 2017

Effective organizational service recovery must start with a deep understanding of the customer that is a vital part of the foundation of a strategy. It is that strategy that informs all crisis management tactics and communication responses. Today’s wired and dangerous customers’ expectations change rapidly.

Customer Focused 70

Customer Focused Management CEM Airlines 70