Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Airlines don’t either. Buses in London don’t take cash.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

JUNE 11, 2015

Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs. Certainly, frequent flyers have been bitterly complaining about these airlines, and the “quite shameful” and “blow to the solar plexus” moves, on social media and online forums.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

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

Next to airlines, few places on Earth take greater advantage of Customer’s poor planning and laziness than the hotel mini bar. If you enjoyed this post, you might be interested in the following blogs: Are You Deliberate with Your Customer Strategy or Just Taking a Chance. 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

Too often the public relations department drives the organization’s response to a major customer disappointment crisis. The damage control bias found in some PR firms or units can often trump a crucial focus on customer trust renewal. And, what discipline would inform your organization’s response—PR or CEM?

Customer Focused 91

Customer Focused Management CEM Airlines 91

Wired and Dangerous

MARCH 27, 2017

Too often the public relations department drives the organization’s response to a major customer disappointment crisis. The damage control bias found in some PR firms or units can often trump a crucial focus on customer trust renewal. And, what discipline would inform your organization’s response—PR or CEM?

Customer Focused 70

Customer Focused Management CEM Airlines 70