CEM Customer Centricity Customer Focused Employee Experience 
Beyond Philosophy
OCTOBER 20, 2014
Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.
Beyond Philosophy
NOVEMBER 6, 2014
Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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.
Beyond Philosophy
OCTOBER 24, 2014
Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.
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. Image courtesy of Pixabay
Expert insights. Personalized for you.
114 
Let's personalize your content