Beyond Philosophy
SEPTEMBER 11, 2021
You were just trying to market the latest brand effort to your new and existing customer base. Unfortunately, your marketing inadvertently damaged your customer focus. How you segment customers also contributes to this damage, as well as how well you understand your customers’ expectations of you.
InMoment XI
MAY 23, 2023
Using a customer centric approach, Aegon has successfully enabled their teams to receive real-time feedback in order to drive change and as a result, are increasing customer satisfaction and accelerating growth. It is a very high profile campaign, an ‘all or nothing’ approach because the business knows the customer must come first.
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InMoment XI
OCTOBER 18, 2023
The power of data-driven choices extends beyond individual decisions; it drives a customer-focused culture within your organisation. It empowers your teams to make decisions with the customer in mind and aligns the entire organisation towards delivering customer-centric outcomes.
InMoment XI
FEBRUARY 14, 2024
It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. But, it may not be as hard as you think.
Lumoa
MARCH 21, 2023
I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department.
InMoment XI
MARCH 6, 2024
Every team or department, from marketing and sales to customer support and product development, has a stake in the customer experience. This statement by Jan Carlzon emphasizes the importance of customer focus and service within an organization. The more advocates you have, the fewer ads you have to buy.”
ShepHyken
OCTOBER 25, 2021
Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Read this article and learn more about what customers expect.
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