CEM Customer Focused Customer Service Net Promoter Score 
Beyond Philosophy
NOVEMBER 10, 2014
There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Most of the emphasis should be on Customer measures (70%) while less emphasis on the internal measures (30%).
Beyond Philosophy
NOVEMBER 6, 2014
All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.
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Beyond Philosophy
OCTOBER 28, 2014
Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.
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.
Beyond Philosophy
OCTOBER 8, 2014
With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience. If you would like to follow Beyond Philosophy click here.
Beyond Philosophy
JUNE 11, 2015
Additionally, and again like Asda, these chains have said they will go back to the basics: clean stores, well-stocked shelves, reduced checkout time, clearly marked sale items, and creation of a more customer-focused culture.
Experience Matters
APRIL 7, 2015
This is done by making personalized offers specific to each individual based on their entire customer journey as well as their profile and recent activity. NICE Real-Time Web leverages proprietary technologies that offer ground-breaking capabilities in terms of personalized customer service. R eal-Time Web Unique Features.
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