Beyond Philosophy

FEBRUARY 5, 2015

Southwest Airlines could offer first-class seating, but they don’t. Every function delivering experience is ‘closed-loop’, maintaining balance between customer expectations and what is actually executed. All employees have the responsibility of providing customer value. Concepts of customer experience psychology.

CEM 60

CEM Omni-Channel Training Customer Experience 60

Customer Alignment

DECEMBER 18, 2017

As reported in my recent piece , we saw actions to improve the customer experience stall – particularly in Europe. The gap between (rising) customer expectations and the quality of customer experiences being delivered, is getting greater. Othello ) So, there was much talk. 2017 promised such a lot.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Beyond Philosophy

JUNE 4, 2015

Every function that delivers experience is ‘closed-loop’ and 360 degree, carefully maintaining a balance between customer expectations and what is actually executed. Exemplars of branded customer experience also understand that there is a ‘journey’ for customers in relationships with preferred companies.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

PeopleMetrics

OCTOBER 25, 2017

Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority. Market research shows that the Customer Experience Management (CEM) market is estimated to grow from USD 5.06 Your last customer’s experience could be their last.

CEM 122

CEM Customer Experience Customer Centricity ROI 122