Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM 2014 74

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 111

Customer Centricity Banking Airlines Customers 111

Experience Matters

APRIL 7, 2015

We brought the industry’s first customer engagement hub to market. The 2014 launch of Horizons Version 18 introduced Confirmit SmartHubTM, the industry’s first customer engagement hub that enables businesses to capture, analyze and respond to customer and market feedback across multiple channels and sources in real-time.

2015 97

2015 Multi-Channel 2014 CEM 97

Beyond Philosophy

DECEMBER 23, 2015

Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision. As a result, they are able to create enormous streams and bases of data – known, collectively, as “Big Data”.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100