Beyond Philosophy

OCTOBER 29, 2020

I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. For example, we were working with an airline that wanted to improve their experience. ” In essence, this alone tells you everything you need to know about this airline.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

JUNE 27, 2019

Less than one percent of data held by organizations relates to the way a customer feels. Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics. At the low end is the destroying cluster—negative emotions like frustration, anger and feeling neglected.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. Loyalty programs continue to grow, but they are also tending to become more closely integrated with brand-building and multi-channel customer experience optimization. Michael Lowenstein, Ph.D.,

Airlines 210

Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

JULY 5, 2015

Customer behavior is recognized as essential to enterprise success, and optimal relationships are sought. Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation).

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279