Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

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

C3Centricity

APRIL 17, 2018

He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days. What a Customer First Strategy is not. CEX #Customer Click To Tweet.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

ijgolding

JANUARY 19, 2016

However, it is true that most of the best examples – the earliest examples – of Customer Experience being deployed as a core element of business strategy was very much a US led phenomenon. Even now, some of the best examples of Customer Centric organisations are brought to life by US powerhouses of Customer Experience (CX).

Airlines 120

Airlines Customer Experience Travel Customer Centricity 120

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Southwest Airlines began at Love Field in Dallas.

Customer Focused 40

Customer Focused Company Airlines Culture 40

Experience Investigators by 360Connext

DECEMBER 29, 2014

Before you start innovating, remember what customers want, and how to deliver it on their terms! Customer or Company Mission? This post compares the mission statements of two airlines and it’s sure to get you thinking about your own. 13 Tough Questions to Skyrocket Customer Experience Improvement.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

Beyond Philosophy

DECEMBER 11, 2014

When we perform our Naive to Natural assessment to determine our client’s Customer centricity, we find that Culture and Leadership has a massive influence on the outcome of the experience. Companies that lack a Customer-focus don’t have mechanisms in place for the team, including senior management, to spend time with Customers.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

ijgolding

OCTOBER 19, 2015

The most customer centric organisations in the world recognise and very much appreciate this fact. I always state the Ritz Carlton’s approach when bringing this to life – the relationship they want their business to have with customers is described by them as ‘Ladies & Gentlemen serving Ladies & Gentlemen’.

Customer Experience 120

Customer Experience Airlines Customer Centricity Customers 120

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

ShepHyken

JUNE 20, 2016

World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity. by Kushal Dev. For information contact or www.hyken.com.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

Zeisler Consulting

JANUARY 25, 2021

My response was that, like many other public sector fields, lacking a profit motive makes Customer-centricity challenging but by no means impossible…simply look to private-sector analogs and see what they do to satisfy their Customers…imitation, after all, is the sincerest form of stealing great ideas.).

Culture 93

Culture Airlines Employee Experience Customers 93

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

CX Journey

MARCH 12, 2015

Organizational Culture: The “We” Point of View We like Herb Kelleher’s (former CEO of Southwest Airlines) definition of organizational culture: “Culture is what people do when no one is looking.” Storytelling), or “We hire people who care about the customer.” And when customers are in your heart, you are more than likely in theirs.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

ClearAction

JULY 29, 2018

When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement. Since that time it has consistently been among the highest profitable of full-service airlines around the world. Customers are never satisfied.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

SurveySensum

FEBRUARY 20, 2024

Measure and track customer satisfaction metrics by launching NPS, CSAT, and CES surveys with SurveySensum! Foster a Culture of Customer Centricity The importance of fostering a customer-centric culture cannot be overstated in today’s competitive business landscape.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Measure and track customer satisfaction metrics by launching NPS, CSAT, and CES surveys with SurveySensum! Foster a Culture of Customer Centricity The importance of fostering a customer-centric culture cannot be overstated in today’s competitive business landscape.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Airlines don’t either.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

CSM Magazine

FEBRUARY 26, 2019

The objective is to combine the inside-out view of the customer relationship that many companies have effectively embedded (what the brand knows) with a more outside-in perspective (what the customer is thinking, doing and saying). This is a true actionable 360-degree customer-centric view. Better Omnichannel Engagement.

Omni-Channel 63

Omni-Channel Engagement Multi-Channel Customer Engagement 63

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

JULY 5, 2016

There are a number of ways in which taking a humanistic approach to everything customer-related works for all stakeholders, and directly influences and impacts their behavior. Create a customer-centric human culture and set of processes. Here are four of them, building from an architectural base.

Customer Experience 84

Customer Experience Customer Centricity Leadership Culture 84

Beyond Philosophy

JUNE 11, 2015

From my perspective, the second explanation is good common sense; however, the first statement is really questionable, even counterintuitive if a subordinating goal of loyalty behavior is to help drive customer-centricity. Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Customer Alignment

AUGUST 15, 2017

The poor management of these areas is probably the airline customers’ biggest pain point. Even if disruption is sometimes unavoidable; airports, airlines and all other parties involved in the travel process shouldn’t be excused from taking responsibility and ownership of the problem from the customer.

Airlines 40

Airlines Customer Experience Company Self Service 40

Kustomer

JANUARY 21, 2021

VP of Strategy and Analytics at Walker, Troy Powell, knows that one of the most effective things a company can do to provide the best CX is to unite every department and to become more customer-centric across the board. Tips for Transforming a Customer-Centric Business. This team can be assembled from any department.

B2B 95

B2B Company B2C Customer Centricity 95

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Airlines don’t either.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Airlines don’t either.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

West Monroe

JUNE 8, 2018

I attended CS Week a few years ago, and the big talk then was how “rate payers are now our customers, and they are demanding improved service.” But I was simply blown away this year by the industry paradigm shift to “customer-centric thinking”. Most of the retailers focus on customer acquisition and retention strategies.

Loyalty 40

Loyalty Self Service Chatbots Retail 40

Pointillist

MAY 23, 2018

How to Improve Customer Experience Using Journey Analytics. How to Create a Single Customer View to Deliver Better Customer Experience. Your Needs: Transform an organization to become more customer-centric. Communicate and align the organization around a customer-centric model. Journey Mapping.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Beyond Philosophy

JUNE 7, 2016

I’d extend the narrower realm of service to all elements of customer experience. 1) Make the small investment in enhancing employee experience, and have them focus on customer value. 5) Recognize that company and product/service image and reputation are integral to customer perception of value. Be distinctive.

Brands 60

Brands Company Customer Experience Banking 60

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. What is Customer Experience Value Creation? (4-point

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

ProProfs Chat

DECEMBER 22, 2019

Proactive customer service is thinking wisely about problems that the customers may face in the future and resolving them before the customers start facing them. So, this approach can be defined as an anticipated effort to identify and resolve customer’s issues even before they perceive them or have them. .

Customer Service 101

Customer Service How To Social Media Customer Retention 101

Customer Alignment

JUNE 28, 2017

In my talks with people who have direct experience of npower, it has been trying to move this wieldy organisation to be more customer focused but efforts are slow when there are so many layers of complexity. Caution: “The longer you wait, the harder it is to produce outstanding customer service.” ~ William H.

Company 40

Company Customer Experience Comparison Airlines 40

Customer Alignment

DECEMBER 18, 2017

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

Tricia Morris

JUNE 26, 2015

Reduce call and email service costs, as well as agent training time, through self-service knowledge, and start looking at customer service as a value center. Brands like Zappos have laid the groundwork for customer-centricity and customer service as a brand differentiator, and continue to stand out as leaders.

Customer Service 40

Customer Service Net Promoter Score Poor Customer Service Customer Service Representative 40

Kustomer

MAY 28, 2020

.” And I love that because you know, in your life you’re getting some beautifully easy, seamless, zero friction, personalized customer experiences from companies like Spotify and Netflix and Amazon and Apple products. So you’re getting these wonderfully delicious experiences in some areas of your life.

Culture 52

Culture Customers Competitive Advantage Innovation 52

Michel Falcon Experience

FEBRUARY 19, 2016

While I was able to learn a lot through free methods, like reading online articles on customer experience, and leveraged other affordable options by buying books, I knew it wasn’t enough. When I was getting my career started, Zappos was fast becoming a recognized company for their customer-focused culture.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60