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

Beyond Philosophy

JANUARY 25, 2016

There is a major skill most organizations lack: Customer centricity. But if you want to remain competitive in today’s economic climate, putting the focus on Customers is imperative to your bottom line. It was 20 years ago when the realization that I wasn’t Customer centric hit me. Operate with Customer in mind.

Customer Centricity 109

Customer Centricity Consulting Call Center Customers 109

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Customer loyalty programs are especially popular among retailers.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

Beyond Philosophy

NOVEMBER 29, 2019

The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience. I developed for the book my Native to Natural model, which measures how customer-centric a company culture is. It starts with Naïve, which are the least customer-focused companies and are unaware of it.

Customer Centricity 142

Customer Centricity Books Consulting Culture 142

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Beyond Philosophy

NOVEMBER 27, 2017

Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity.

Customer Centricity 160

Customer Centricity Leadership Consulting Culture 160

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. So any change in CX must include and address the Customer centricity of the organization.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

ShepHyken

DECEMBER 29, 2020

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. In order for leaders to be truly customer-centric, they must be immersed in the customer experience.

Customer Centricity 75

Customer Centricity Culture Leadership Measurement 75

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. If you are trying to become a customer-centric leader at a bank, that can be very different than an independent bookstore.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

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 Customer Centricity CEM Social Media 163

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Beyond Philosophy

NOVEMBER 16, 2016

How people feel about your product is an important part of their forming loyalty to you. If you want to keep your customers, it’s a good idea not to do things that make them feel disappointed. As Customer Experience Consultants, we advise our clients to learn to take an outside-in approach to their Customer Experience.

Social Media 167

Social Media Rewards Programs Consulting Customers 167

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. Area #1: Technology.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

West Monroe

JUNE 8, 2018

I attended CS Week a few years ago, and the big talk then was how “rate payers are now our customers, and they are demanding improved service.” But I was simply blown away this year by the industry paradigm shift to “customer-centric thinking”. Most of the retailers focus on customer acquisition and retention strategies.

Loyalty 40

Loyalty Retail 2018 Airlines 40

SmartKarrot

NOVEMBER 2, 2020

Customer success consultants are an experienced and established party with a primary objective to serve the customer success niche. The members of the customer success consultation zero in on developing a strong foundation for the domain to dwell and accelerate. Glide Consulting. Source: Unsplash.

Consulting 10

Consulting Customer Success 2020 Customer Centricity 10

Beyond Philosophy

MAY 23, 2016

Changing the name doesn’t change the leadership or the customer centricity of an organization. In their estimation, my loyalty came to a fat total of $23.29. Needless to say, they failed to address my frustration at feeling undervalued by them as a customer. They are not a customer-focused operation.

Customer Centricity 112

Customer Centricity Consulting Leadership Customer Satisfaction 112

Horizon CX

MAY 19, 2023

External Consultants and Experts: Depending on the complexity and scope of the transformation, organizations may seek external expertise from consultants, specialists, or experts in change management, organizational development, or specific domains.

Customer Centricity 52

Customer Centricity Leadership Culture Customer Experience Management 52

Beyond Philosophy

DECEMBER 5, 2017

The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K. said complicated customer issues are their most significant challenge. We see this sort of thing all the time in our global Customer Experience consultancy.

Call Center 111

Call Center 2017 Contact Center Consulting 111

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Beyond Philosophy

OCTOBER 5, 2017

Behavioral Journey Mapping looks at the customer’s journey from the emotional perspective to understand how we can help manage those emotions to create a better experience for customers. How customer centric is your organization? Act Now to Turn Customer Pain Points into Pleasurable Profits.

Banking 142

Banking Webinar Books Customer Centricity 142

ijgolding

APRIL 19, 2017

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Strategy needs to be a balance between what the business wants and what the customer wants.

Customer Experience 76

Customer Experience Customer Centricity Metrics Financial 76

Beyond Philosophy

JULY 5, 2016

There are a number of ways in which taking a humanistic approach to everything customer-related works for all stakeholders, and directly influences and impacts their behavior. Create a customer-centric human culture and set of processes. You Also Might Like… Simplicity and humanity in customer experience.

Customer Experience 84

Customer Experience Customer Centricity Leadership Culture 84

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Long term that can be a mistake.

Culture 105

Culture Metrics Workshop Hotels 105

ShepHyken

OCTOBER 15, 2018

(CBT Automotive Network) If the focus is educating the customer not only on the product but how you will deliver it and be of service, then you will distinguish yourself from others who are just trying to manipulate customers into buying a product. Top 10 tips to ensure design thinking boosts customer engagement by The Wise Marketer.

2018 87

2018 Article Customer Service Automotive 87

Beyond Philosophy

MAY 31, 2016

While these last two important questions may never resolve, the role of employees in leveraging customer loyalty behavior is far simpler to understand. It’s impossible to have customer loyalty and advocacy without employees understanding their role as customer experience performance stakeholders. Chickens or eggs?

Chief Customer Officer 111

Chief Customer Officer 2003 Leadership Consulting 111

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. So any change in CX must include and address the Customer centricity of the organization.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. So any change in CX must include and address the Customer centricity of the organization.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Service Untitled

APRIL 16, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer loyalty built on company focus Cheryl April 16, 2010 Customer Service , Proactive 2 Comments I grew up in a very small town where we were mostly limited to one grocery store, one department store, one morning restaurant, and even one book store.

Loyalty 41

Loyalty Blog 2010 2006 41

Beyond Philosophy

DECEMBER 20, 2016

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

Wootric

FEBRUARY 14, 2019

Why we love Jeannie: She’s a TEDx speaker , CEO and Chief Customer Experience Investigator at 360 Connext , trainer, workshop leader, consultant, and podcaster. A CX Consulting. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Customer Loyalty on the other hand has two definitions.

Connections 68

Connections Engagement 2012 Definition 68

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. The consulting organization went on to conclude from these findings that “Recent trends suggest that improvements in engagement coincide with improvement in unemployment and underemployment.”, correlation.

Engagement 104

Engagement 2006 Customer Experience 2012 104

Zeisler Consulting

JANUARY 25, 2021

My response was that, like many other public sector fields, lacking a profit motive makes Customer-centricity challenging but by no means impossible…simply look to private-sector analogs and see what they do to satisfy their Customers…imitation, after all, is the sincerest form of stealing great ideas.).

Airlines 93

Airlines Culture Employee Experience Customers 93

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy : Exploring Success Factors. Customer-Focused Marketing. Building a Customer-Centric Culture. The Impact of Customer Experience Interaction. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management.

Article 48

Article Customer Experience 2009 White Paper 48

Beyond Philosophy

OCTOBER 29, 2015

It’s nice to see a brand remember what makes Customer Loyalty and Retention work. Lululemon had begun to lose their balance with their Customers coming out of their pose as the top Yoga-wear brand. The post Yoga Pants Can Realign Customer Experience appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Customer Experience 154

Customer Experience 2016 Consulting Call Center 154