2017 Blog Consulting Customer centricity 
Beyond Philosophy
DECEMBER 19, 2017
Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. However, it doesn’t surprise me; QVC addresses the psychology of the customer in their experience. It is the essential concept we tout at our global Customer Experience consultancy. How we think influences how we behave, especially as customers.
Beyond Philosophy
JULY 19, 2018
The British Medical Association (BMA) lobbied for an opt-out system for organ donation in the UK, and in late 2017, Prime Minister Theresa May announced that England would do it, following the lead of Wales who had implemented the system. You could argue that it puts the needs of the organization above the customers. 13 October 2017.
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Beyond Philosophy
JANUARY 16, 2018
A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,
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.
Kayako
JANUARY 12, 2017
It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? Why Customer Development Is Crucial to Every Business’ Success.
Horizon CX
APRIL 4, 2019
Earlier in my career, I had the opportunity to serve customers in a pure sales capacity—with all the challenges that accompany a sales role including quotas—both achievable and unrealistic, but that’s another topic for another blog. And, customer experience encompasses all of this.
Beyond Philosophy
DECEMBER 22, 2015
There’s social media, of course, in the form of micro-blogs and blogs, but also community involvement, articles, and product and service ratings. Cisco anticipates that video will represent 70% of consumer Internet traffic by 2017, up from 57% now. appeared first on Beyond Philosophy | CX Consultants | Customer Experience.
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