Beyond Philosophy

NOVEMBER 24, 2014

Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. How this is done and why it’s important are well known to all involved in the most Customer-Centric companies. This budget is earmarked to exceed Customer Expectations.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

CX Journey

DECEMBER 21, 2016

Your company shows up on his CX Naughty List! There are (at least) five categories in which companies continue to fall down when it comes to the customer experience. Customer Culture Customer Culture is all about setting the stage for successfully designing and delivering a great customer experience.

Company 80

Company Culture Employee Experience Leadership 80

Experience Investigators by 360Connext

JULY 28, 2020

The brands who create a habit of putting the customer first, defining success for both the organization and the customer, and developing best practices and business discipline around execution are the ones who can truly be customer-centric. Customer Experience Strategy Depends on the Right Mindset, Vision and Plan.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.

B2B 98

B2B Customer Experience Roadmap Culture 98

CX Journey

DECEMBER 7, 2016

A few years back, I was working at a mid-sized software company and was part of a project team looking to overhaul our pricing and packaging. The initial stages of the project involved speaking with customers, researching the competition, and performing the math necessary to hone in on the correct pricing.

Company 80

Company Customer Journeys Exercises Customer Centricity 80

SmartKarrot

APRIL 4, 2022

Customer-centricity is important for any organization’s culture. Customer-centric DNA means the person needs to have the qualities or features that fundamentally keep the customer at the center of every action. A customer-centric DNA is when the focus of your company is customer success.

Customer Centricity 10

Customer Centricity B2B Tips How To 10

Michelli Experience

JANUARY 24, 2017

Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services. The company is called Girls Auto Clinic (GAC) located at 7425 W Chester Pike in Upper Darby, Pennsylvania.

Customer Centricity 100

Customer Centricity Automotive How To Social Media 100

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. Customer Experience Management , as it should be managed, is alignment of the company to customers.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability.

Airlines 230

Airlines Travel Transportation Customer Centricity 230

CX Journey

OCTOBER 21, 2014

A question posed by one of the audience members was about what tools are available to facilitate employee buy-in for your customer experience initiative. I think this is a great question because, as you know by now, the employee experience drives the customer experience. How do they get to that point? Zig Ziglar.

Customer Journeys 160

Customer Journeys Employee Experience Customer Centricity Tools 160

Storyminers

MAY 8, 2017

They all use the six customer experience pillars. However, change is happening so fast (tech, customer desires, partners, organizational structures, etc.) that ‘just doing better’ doesn’t always make the customers happier or the business healthier. Some have even stayed at elevated levels.

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

CX Journey

APRIL 25, 2018

How are you driving the necessary change within your company? Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

ijgolding

DECEMBER 5, 2016

Despite the emergence of Customer Experience as a core strategic priority for organisations across multiple industries in recent years, customers all around the world are yet to see a seismic shift in their daily experiences. Many business people just do not have the capability to do it.

Customer Experience 120

Customer Experience Customer Journeys Resources Customers 120

Michelli Experience

JULY 10, 2018

In last week’s blog , I talked about how customer journey mapping has gained widespread acceptance and how to get maximum value out of efforts to depict perceptions of customers across interactions with your brand. is a professional speaker and chief experience officer at The Michelli Experience. Activate the Map.

Customer Journeys 100

Customer Journeys Travel Hotels Customers 100

Storyminers

APRIL 24, 2018

Businesses designed with the purpose to deliver value for their customers have been the focus of my professional attention at StoryMiners ® for more than 20 years. That’s why Vacasa , a vacation rental property management company, caught my attention. BUSINESS DESIGN. The smartest ones of all are adaptive.

Case Study 100

Case Study Study Culture Guest Experience 100

SurveySensum

JULY 14, 2020

Founder & CEO of Beyond Philosophy LLC, Colin is recognized as a world thought leader in customer experience. Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Currently working at Qualtrics as a Sr.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Guru

FEBRUARY 23, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Groups 112

Groups Marketing Customer Experience Financial 112

delighted

JULY 19, 2019

Customer Experience Management is an inter-departmental effort to understand customer sentiment throughout the entire customer journey, and act on that intelligence to deliver improved experiences. And what if you have valuable customer insight already, but it is trapped within a siloed department at your company?

Resources 56

Resources Customer Journeys Customer Experience Net Promoter Score 56

Strativity

FEBRUARY 5, 2018

This is LRW’s fourth in a planned series of acquisitions in support of its long-term vision of creating a collaboration of companies that leverage sophisticated data analytics and deep human understanding to deliver business impact for clients. Together we create a better solution and a faster path to change, execution and success.”.

Consulting 40

Consulting Analytics Culture Innovation 40

CX Journey

MARCH 16, 2017

Image courtesy of Tax Credits No customer experience budget? As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing.

Exercises 112

Exercises Culture Policies Employee Experience 112

CX Journey

FEBRUARY 7, 2019

Including cross teams in the persona development process is an effective way to create a more customer-centric organization. Read about my experience here.) Observe and learn from companies who are DoingCXRight. Hubspot shares a great article about “7 Companies That Totally ‘Get’ Their Buyer Personas.”

Customer Journeys 107

Customer Journeys Video Course Touchpoint 107

Michelli Experience

AUGUST 10, 2016

I love serving customers and helping businesses create loyalty-building customer experiences. HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. Customers are not always right and when they wrongly mistreat your staff they should become former customers!

Leadership 100

Leadership Hotels Loyalty Customer Centricity 100

Storyminers

DECEMBER 22, 2017

Employee engagement and customer obsession across all departments. Engaged employees are the fundamental building block of great customer experience. Unfortunately, very few organizations are actually able to engage and empower their staff by giving them control of their own customer experience outcomes.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

CX Journey

DECEMBER 13, 2018

Although customer experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last five years. With that shift comes the rise of the CX Team in the organizational structures of banks, insurance companies, consumer brands, and B-to-B entities.

Tips 83

Tips Customer Insights Leadership Exercises 83

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability.

Airlines 100

Airlines Travel Transportation Customer Centricity 100

Beyond Philosophy

OCTOBER 14, 2014

Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company. In other words, Customers will share data even though they don’t believe it is protected enough to get a better value from an organization. Trust and the Customer Experience.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Michelli Experience

DECEMBER 13, 2017

be able to complain about any service breakdowns across my social media platforms or business review sites – such that the company would attempt to resolve my problem in a way that averts reputational damage across my network – ONE OF THE UNEXPECTED GIFTS 0F SOCIAL MEDIA. The post Is Customer Service Getting Better or Worse?

Social Media 113

Social Media Customer Service Consulting Study 113

CSM Magazine

AUGUST 22, 2019

As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. SVP, Head of Growth, WeWork.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Michelli Experience

DECEMBER 13, 2017

be able to complain about any service breakdowns across my social media platforms or business review sites – such that the company would attempt to resolve my problem in a way that averts reputational damage across my network – ONE OF THE UNEXPECTED GIFTS 0F SOCIAL MEDIA. The post Is Customer Service Getting Better or Worse?

Social Media 100

Social Media Customer Service Consulting Study 100

Michelli Experience

AUGUST 22, 2017

United, however, has become emblematic of an industry viewed as operationally challenged, uncaring, and not customer-centric. My perspective likely varies greatly from someone who travels only during peak holiday periods or who watches the same customer-experience disaster video repeatedly. Michelli, Ph.D.

Airlines 113

Airlines Data Travel Consulting 113

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

CX Journey

AUGUST 28, 2015

The entire organization must be in on it, starting with executive commitment and that shift to a customer-centric and customer-focused culture. Take a look at The 7 Deadly Sins of Customer Experience post I wrote earlier this year. You might be doing busy work if you. It's not enough.

Roadmap 80

Roadmap Customer Centricity Customer Experience Professionals Culture 80

Beyond Philosophy

AUGUST 4, 2015

The Job Seeker is the salesperson who is neither achieving revenue nor a good Customer Experience; the name represents what they will soon need to do! The Misguided represents the salesperson that puts the Customer first, even to the detriment of the company. The Business Person is the new ideal. Click here.

Culture 60

Culture Sales Net Promoter Score Case Study 60

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. Meet Our Panel of Customer Experience and Customer Service Leaders: Nicholas J. Anna Morrish. annamorrish.

Software 40

Software Customer Experience Company CRM 40

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Why we love Ellie: She’s a speaker, writer, and Senior Director of Customer Success at SAP Concur. Amy Etheridge. Annette Franz. Plus, his Twitter feed!

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CX Journey

MAY 3, 2016

There are six domains that comprise the certification exam and, quite frankly, encompass what we as customer experience professionals do, talk about, and fight for day in and day out in our roles as customer experience transformists. Transforming the customer experience takes baby steps. And persistence.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

CX Journey

FEBRUARY 14, 2018

I've seen several posts lately about CX being all talk and no action - that it's a lot of effort to pull off a customer experience transformation (and no doubt, it is!) Lots of effort has been put forth to improve the customer experience, with no apparent improvements. Companies are still treating customers poorly.

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116