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.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

NOVEMBER 15, 2017

Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do. However, putting the customer at the center of everything you do doesn’t have to conflict with sales, margins or operational efficiency.

Customer centricity 313

Customer centricity Journey mapping Consulting Consulting 313

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. Conclusion: Customers want it, whether you want to do it or not.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. Blaming someone else is a sure sign of a company that is inwardly focused instead of looking at ways to be more customer centric.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

Beyond Philosophy

OCTOBER 29, 2020

I was talking to a chief marketing officer (CMO) of a multinational company the other day who wants to change the organization (and believe me, I know this organization; he’s right). I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

JULY 13, 2016

On how personalization can improve a customer’s online experience, the online retailer said it was important to examine “past transactions and entry points to serve relevant content.”. These marketers were also posed the following questions, which I will also weigh in on: Q: What should a firm focus on: Customer Experience or Branding?

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

JANUARY 23, 2015

As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. My mum always told me, “You can catch more flies with honey than you can vinegar.” In other words, people respond better to rewards than punishments.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

OCTOBER 8, 2014

Also, our clients Barclaycard have been in this market for years with Barclays Pingit App. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. Three Truths Every Marketer Should Know about CX in China. It’s no secret that China is a huge market.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

NOVEMBER 10, 2014

The short version is that a study by the CFI group tracked the share prices of the leaders of the American Customer Satisfaction Index (ACSI) and the leaders National Customer Satisfaction Index, UK (NCSI) versus the broader markets. Your existing customers are far easier to upsell. Why is this? 26 August 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

NOVEMBER 19, 2014

Sainsbury’s Christmas ad is an excellent example of using emotions to create a connection and brand promise with Customers, an essential first step to an excellent Customer Experience. May it also create a Customer Experience that fosters Customer Loyalty and Retention, the hallmarks of a successful marketing campaign.

Customer emotions 313

Customer emotions Customer centricity Consulting Consulting 313

Beyond Philosophy

NOVEMBER 4, 2014

Using smells in your Customer Experience is olfactory marketing, and it works. Smell is one of the fastest senses to process, and it is connected directly to the part of the brain that processes emotion. So what can the rest of businesses learn from them? Here are four lessons everyone can learn from a Grocery Store: 1.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? Reading these comments, I thought, “The Customers are feeling disappointed due to the way that their expectations have been set.”. Setting expectations is a key job of marketers. Institute a Customer-Centric focus, not an operational focus.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

JUNE 23, 2015

.; and, while some carriers are taking precautions to protect their customers from text message advertising, so far neither the direct marketing industry nor the federal government has been able to control this form of spam. And, once these customers are on board, are companies doing enough of the right things to keep them?

Marketing 246

Marketing Wireless Advertising Revenue potential 246

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. So, today, we will look at the 5 Rules for building a successful Customer Experience team. . Subscribe today right here.

Customer Experience 221

Customer Experience Consulting Consulting Customer centricity 221

Beyond Philosophy

DECEMBER 22, 2015

As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.

Marketing 231

Marketing Engineering Consulting Consulting 231

Beyond Philosophy

FEBRUARY 3, 2022

She also wants to know how to set up their Customer Experience improvement for success to be more customer-centric. At my global Customer Experience consultancy, we’ve been journey mapping with organizations for 20 years. Customer Emotions are a significant influence on the value your experience provides.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

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 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

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 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 14, 2014

Superior Customer Experiences require a two-way dialogue with your Customers. So when you are communicating with your Customers, listen to what they say about data, their safety, and your marketing efforts. View our books on Customer Experience here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer retention 255

Customer retention Customer emotions Customer centricity Consulting 255

Beyond Philosophy

NOVEMBER 4, 2014

The jam study took place in a gourmet market in California. Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. This concept was well illustrated by Columbia University’s Professor Sheena Iyengar’s famous jam study. < [link] > “Does Music Influence Your Wine Buying?”

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

OCTOBER 29, 2014

After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” The effect of loss aversion in a marketing setting was demonstrated in a study of consumer reaction to price changes to insurance policies. [2] Well, there you have it! to independence.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

SEPTEMBER 26, 2019

” We discussed marketing efforts in our latest podcast. One of the things that came up was the question, when marketing an idea or organization, is any press good press? In marketing Beyond Philosophy, I’ve been interviewed on TV and radio many times. If You Want Attention, You Must Play the Game.

Entertainment 276

Entertainment Sales Consulting Consulting 276

Beyond Philosophy

FEBRUARY 28, 2016

Based on results drawn from over 100 categories and nearly a thousand brands, Brand Keys has determined that the average category decision process is now 80 percent emotional and 20 percent rational. This has significant implications for sales, service, marketing, and communications functions for every organization.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

Customer centricity 244

Customer centricity Construction Enterprise Marketing 244

Beyond Philosophy

OCTOBER 24, 2014

If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

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. Companies do marketing, sales and CRM – the customer does the experience! Read the full answers here below.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

Beyond Philosophy

JUNE 11, 2015

Customer loyalty programs are especially popular among retailers. Over the years, retailers have found these programs to be powerful business tools within their highly competitive markets. Lower-than-competition everyday prices has been Walmart’s merchandising and marketing mantra since its inception. In the U.S.,

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Beyond Philosophy

JUNE 1, 2015

McKinsey has noted that, “Despite relative underperformance in terms of revenue growth and profitability, over the past five years, market capitalization for companies that greatly emphasize loyalty programs has outpaced that of companies that don’t.”

Airlines 210

Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

JUNE 17, 2015

Defining the Objective(s) and Mechanics of Your Content Marketing Strategy. Content marketing continues to be on the upswing as a method of building connections and relationships with target audiences. Arguably, content is the most effective form of digital marketing, building value and credibility.

Advertising 240

Advertising Engineering Analytics Marketing 240

NobelBiz

NOVEMBER 16, 2021

Emotional intelligence in the Contact Center World Brands that use Emotional Intelligence attempt to impact consumers’ inner conversation. This discussion is responsible for eliciting the emotions required to make a purchase, subscribe, or visit a website. Hence, the question: is measuring customer emotions actually a good idea?

Contact Center 52

Contact Center Coaching Sales Consulting 52

Beyond Philosophy

NOVEMBER 19, 2020

These clues affect our emotions, shape our attitudes, and guide our actions. He says we need to begin to understand customer emotions and what stimulates them. For instance, a restaurant client of Carbone’s combines the HR and Marketing departments because they realized that their people were their single greatest asset.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

aircall

JUNE 30, 2021

A reasonably low customer retention rate characterizes the retail industry, thanks to high competition, low barriers to entry, and low barriers to exit. That means that companies within this space must work extra hard to provide an excellent customer experience if they want to hold on to their market share.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Beyond Philosophy

NOVEMBER 28, 2016

There’s little doubt that engaged customers can, and do, help shape the brand. From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. 10 BIG Ideas for Customer-Centric Success. Today, is that enough? Those question are: 1) Really?

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

JUNE 4, 2015

So they combined budgets and marketing teams to create one team that did it all together. Train customer staff across all channels. Customer-facing staff should know how to use all the channels you have available. Enhance the current experience with Customer-led innovation. And it’s working. Register here today!

Customer centricity 353

Customer centricity Technology Marketing Customer Experience 353

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. Every aspect of a company’s offering — customer service, advertising, packaging, billing, products, etc. — They market, and create experiences, within the branded vision.

Airlines 360

Airlines Marketing Enterprise Advertising 360