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.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

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

Horizon CX

DECEMBER 29, 2014

fundamental essence of Customer Experience, by reflecting on the year behind me. customers and publishing and speaking at conferences, getting into the field of. laboratory automation and robotics and selling systems, managing training and teaching. landing in the role of Customer Experience Manager.

Customer Experience 100

Customer Experience Customer Centricity Conference Training 100

Horizon CX

DECEMBER 29, 2014

For my final blog of 2014 I’ve decided to address, empathy, a fundamental essence of Customer Experience, by reflecting on the year behind me with no regrets and foreseeing the year in front of me with great optimism. So now that I’m finally here, I want to share my thoughts about what I believe it means to be customer centric.

Customer Experience 100

Customer Experience Customer Centricity Conference Training 100

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

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.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

BirdEye

OCTOBER 11, 2023

Customer experience can be vital in helping businesses grow and scale faster. Investing in processes and tools that contribute to customer delight significantly impacts the bottom line. Good customer experience or delight has significantly evolved to finding value across every touchpoint.

Sales 111

Sales Social Media Customers Multi-Channel 111

Beyond Philosophy

NOVEMBER 4, 2014

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. Using smells in your Customer Experience is olfactory marketing, and it works. Don’t underestimate the scent in your retail experience design. Undertake what we call a Customer Mirror.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? Reading these comments, I thought, “The Customers are feeling disappointed due to the way that their expectations have been set.”. Clearly avoiding disappointment means meeting the expectations of your Customers. Let go of your perceptions about what the Customer wants.

CEM 98

CEM eBook Social Media Customer Centricity 98

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

CEM 60

CEM Omni-Channel Training Customer Experience 60

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. For the subscription business the researchers found that “ a member who rates as having the poorest experience has only a 43% chance of being a member a year later.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? Did you know that 1.8

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Quadient

AUGUST 17, 2021

The State of CX: A customer experience series - differentiating with data. The evolution from customer communications to the more comprehensive approach of customer experience management represents the sea change in how businesses view their approach to customer growth and retention. Andrea Haughton.

Data 52

Data Customer Journeys Customer Experience Fashion 52

Beyond Philosophy

NOVEMBER 19, 2014

When you evoke emotions that create a good memory based on the content of your ad, you create Customer Expectations for your experience. It is essential that you connect your Customer Experience to these ads, and sustain this emotional experience for Customers. Also, sometimes fate lends a hand.

Net Promoter Score 125

Net Promoter Score Social Media Conference Customer Centricity 125

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

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”. How is this applicable to Customer Experience? We see it all the time.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

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

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. Mobile Payments Are the Future.

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. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

JANUARY 12, 2015

Over the past thirty years, most customer-related research has focused almost entirely on the cognitive, rational, and functional elements of decision-making. In other words, emotions are driving these importance and performance ratings; and their impact on customer experience perception needs to be understood.

Customer Experience 60

Customer Experience Conference Consumers Customer Centricity 60

Beyond Philosophy

NOVEMBER 4, 2014

That post-purchase anxiety about a decision is a common affliction for Customers. Reducing choices isn’t the answer though, as customers are attracted by large assortments; i.e. they like the feeling of having an abundance of choice. Wine stores play music to put their customers in a happy and relaxed mood.

CEM 113

CEM Conference Customer Centricity Consumers 113

Beyond Philosophy

JANUARY 12, 2015

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

Beyond Philosophy

JANUARY 23, 2015

As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. If you threaten your employees or Customers with punitive action when they do something you don’t want, you are potentially encouraging them to lie to you.

How To 60

How To CEM eBook Study 60

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Ensuring the management doesn’t get in the way.

ROI 75

ROI Net Promoter Score CEM Conference 75

Beyond Philosophy

FEBRUARY 24, 2015

95% or a person’s processing power is the subconscious experience. Knowing this percentage, how can you harness the incredible power of the Customers’ subconscious mind to create a positive experience? Restaurants are adept at getting their customers to relax and enjoy their dinners. The Business of Dining Out.

CEM 60

CEM Social Media Customer Experience Management Conference 60

Beyond Philosophy

MARCH 12, 2015

I love watching what people, and Customers do. When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. Your Customers would raise their hands during this TED talk also. What do I mean by irrational behavior?

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

Pretium Solutions

JULY 4, 2012

It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful. The journey toward becoming a customer-centric organization is not an easy one.

Customer Experience 49

Customer Experience Customer Centricity Conference Call Center 49

Clarabridge

MAY 2, 2017

A revolution is brewing in sunny Miami Beach thanks to our ninth annual Clarabridge Customer Connections (C3) Conference. Clarabridge is powering this revolution by enabling brands to harness valuable customer data through new and existing features like text analytics , voice of customer , omni-channel case management and beyond.

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

Beyond Philosophy

JANUARY 28, 2015

. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. Hiring Customer Ready Employees. Are You Making These Mistakes with Your Employees Today.

CEM 60

CEM eBook Conference Customer Centricity 60

Pretium Solutions

JULY 4, 2012

It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful. The journey toward becoming a customer-centric organization is not an easy one.

Customer Experience 40

Customer Experience Customer Centricity Conference Call Center 40

Pretium Solutions

JULY 4, 2012

It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful. The journey toward becoming a customer-centric organization is not an easy one.

Customer Experience 40

Customer Experience Customer Centricity Conference Call Center 40

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

Customer Centricity 60

Customer Centricity Retail Leadership Training 60

COPC

FEBRUARY 22, 2019

Despite the fact that virtually every organization in existence has an entire department dedicated to customer care, the global community of customer care leaders is a small and familiar group of folks. This community is well supported by a calendar jam-packed with conferences, summits and seminars. This was true of J.W.

Hospitality 40

Hospitality Culture Hotels Contact Center 40

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130