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. In 2005, W. As you think about your current business or other future business possibilities, you might want to take a lesson on customer-centric design from the Girls Auto Clinic.
Beyond Philosophy
JUNE 2, 2015
CMC, is Thought Leadership Principal for Beyond Philosophy. 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.
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Beyond Philosophy
JUNE 16, 2022
A lack of customer-centricity goes hand-in-hand with monopolies. On the other hand, commoditized markets are forced into customer centricity because the market is so much more dynamic and variable than a monopoly. As I mentioned, Christine should figure out why they do not take the Voice of Customer seriously.
Magellan Solutions
JANUARY 29, 2024
I will focus on the strategic decisions and leadership philosophy that have made Magellan a leader in the BPO industry. Unfortunately, we could not partner with a US-based call center, leading us to outsource call center operations in 2005. Get ready to uncover the enlightening wisdom and insights Fred Chua shares. based call center.
Experience Matters
DECEMBER 22, 2014
I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Hall was extremely passionate about customer experience. The bottom line : Customer-centric organizations need leaders like Derrick Hall.
ijgolding
MAY 21, 2018
If the leadership of Toys R Us had asked themselves five years ago, ‘what is our purpose?’ ; and ‘how are we going to continue to make our purpose a reality?’; Is it poor leadership? The business I was recruited by in 2005 was called ‘Littlewoods’. My book, ‘Customer What? – Is it fear of change? Is it arrogance?
Beyond Philosophy
NOVEMBER 28, 2017
CMC Thought Leadership Principal, Beyond Philosophy. Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. 5) Recognize that company and product/service image and reputation are integral to customer perception of value.
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