Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. Employee engagement is critical to your organization’s hiring efforts. Employee Ambassadors represent the most engaged members of your team. Our four-part online Employee Engagement course covers the employee ambassador concept.

2016 113

2016 Social Media CEM Employee Experience 113

Beyond Philosophy

OCTOBER 20, 2014

Toxic employees are people who poison the culture at work. These types are critical to locate and eradicate from your culture to promote a better work environment that can create an excellent Customer Experience. They don’t engage with the vision or feel any ownership in its deployment. The antidote for toxicity is threefold.

Culture 117

Culture CEM Employee Experience Reference 117

Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. I will start with the first area: People. Hire People with a High EQ.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Beyond Philosophy

OCTOBER 6, 2014

They may not have achieved much difference from a transactional company’s experience yet, but the mindset and culture are quite different. Colin is an international author of four best-selling books and an engaging keynote speaker & also recognized as one of the original top 150 Business Influencers by LinkedIn.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

APRIL 14, 2015

However, if you can convince the CEO his or her responsibilities are part of what affects the Customer’s Experience, it will weave into the culture of the organization and the decisions the CEO makes for it. Colin is an international author of four bestselling books and an engaging keynote speaker.

Chief Customer Officer 124

Chief Customer Officer CEM Call Center Customer Care 124

InMoment XI

JANUARY 17, 2024

It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. A Multi-Channel Strategy is Essential To validate their booking decisions, travel buyers are navigating multiple digital channels to conduct research and find solutions that are suited to their needs.

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

Beyond Philosophy

MAY 26, 2015

I learned over time my job is to inspire people, create the work environment culture, and give them room to do their jobs. Customer Experience Management (CEM) Certification Course beginning on April 20th. Colin is an international author of four bestselling books and an engaging keynote speaker.

Leadership 142

Leadership CEM Travel Books 142

Beyond Philosophy

SEPTEMBER 17, 2014

He uses the example of how Abraham Lincoln said to Harriet Beecher Stowe that her book, “Uncle Tom’s Cabin” helped start the Civil War. The empathy for slaves that Stowe created with her book was a catalyst for change for the whole society. Colin is an international author of four best-selling books and an engaging keynote speaker.

CEM 120

CEM Books Consulting Sports 120

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. ” This idea of customer-centric culture is more than an idea. Book A Customer Journey Mapping Workshop Train your leaders to bring the power of holistic journey mapping to their teams. Once upon a time, there was a leader. Or maybe he was the CEO.

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

Beyond Philosophy

OCTOBER 3, 2014

I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. Starting with the interview, they are committed to finding people that fit the culture they are trying to create. Colin is an international author of four best-selling books and an engaging keynote speaker.

Leadership 154

Leadership CEM 2014 Sports 154

Beyond Philosophy

JULY 5, 2015

Often, they go so far as to create emotionally-driven, engaged and even branded experiences for their customers, strategically differentiating them from their peers. Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

Beyond Philosophy

AUGUST 13, 2015

In 1970, Greenleaf Greenleaf identified ten principles in his essay, The Servant As Leader, all of which can apply directly to how leaders help generate a customer-centric culture and create lasting value for all stakeholders: – Listening – being receptive, and understanding stakeholder needs.

Leadership 111

Leadership Customer Centricity Airlines Workshop 111

Beyond Philosophy

JUNE 11, 2015

What they have is an enthusiastic base, achieved and sustained through differentiated, ever-changing customer experiences, enhanced by upbeat, engaged, and helpful employees who are ambassadors for the brand. Trader Joe’s does not have a customer loyalty program.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

Beyond Philosophy

DECEMBER 14, 2015

In 1970, Greenleaf Greenleaf identified ten principles in his essay, The Servant As Leader, all of which can apply directly to how leaders help generate a customer-centric culture and create lasting value for all stakeholders: – Listening – being receptive, and understanding stakeholder needs.

Leadership 79

Leadership Customer Centricity Airlines Workshop 79

Beyond Philosophy

JUNE 2, 2015

Wegmans has constructed and sustained a culture where the customer truly comes first, and customer experience is the barometer by which it measures success.

2005 97

2005 Customer Centricity Magazine Retail 97

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. In his 2010 book, Marketing 3.0: Kotler picked up a theme that was articulated in the 2007 book, Firms of Endearment.

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

DECEMBER 23, 2015

CCOs, in other words, need to be able to align and innovate engagement and relationship strategies. So, another skillset component of the CCO should be to both engage employees in customer-related programs, and effectively form and lead cross-functional project teams. Customer-Centric Culture Leadership and Liaison.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Customer Alignment

DECEMBER 18, 2017

We heard talk of Machine Marketers , Personas , Play Books , Influencer Marketing , Big Data/ Big Science , Webrooming & Showrooming and GDPR. There isn’t one single natural language, or until now we haven’t seen a machine-based learning solution that can work with real nuance, context identified or cultural difference.

2017 45

2017 2018 Chief Customer Officer NPS 45