Beyond Philosophy

MAY 17, 2016

Simply stated, employees frequently see both the importance and the performance of key rational and emotional value drivers very differently when compared to customers. These included both functional, or rational, attributes and emotional, or relationship, elements. Years ago, quality guru W. Customers like the improved processes.

Customer advocacy 186

Customer advocacy Consulting Consulting Sales 186

Beyond Philosophy

JANUARY 10, 2018

Recognize that employees’ behavior, like customers, has both emotional and rational and emotional underpinnings (4 questions). One result of less attention being paid to longer-tenured employees, which our research has uncovered, is that they tend to have less positivity in both emotions and perspectives. appeared first on.

Enterprise 150

Enterprise Employee engagement Consulting Consulting 150

Beyond Philosophy

MAY 31, 2016

They are key stakeholders in value delivery and brand/supplier success, and they frequently represent the difference between positive and negative experiences and whether customers stay or go. These are the “moments of truth”, and the emotions behind them, that drive what customers do downstream. Satisfaction Is Almost Irrelevant.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. It’s about building fans of your service, not customers.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

Beyond Philosophy

NOVEMBER 8, 2017

In customer experience, satisfaction is more a state of benign calmness or passive quietude which is the result, or product, of some relatively neutral emotions and, in and of itself, doesn’t apply very well as either a precursor to learning more about behavior or as an emotion.

Consulting 150

Consulting Consulting B2B Metrics 150

Beyond Philosophy

AUGUST 30, 2016

Profit in business comes from repeat customers, customers that boast about your product and service, and that bring friends with them. The satisfaction (and delight, NPS, and CES) metric does not take consumer brand favorability and volume/type of positive and negative online/offline word-of-mouth into consideration.

B2C 150

B2C B2B Customer advocacy Consulting 150

Beyond Philosophy

DECEMBER 5, 2017

In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior. That brand promise has to be delivered by customers every time they interact with the company. .

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Beyond Philosophy

NOVEMBER 22, 2017

It must include both emotional and social components of value, more nuanced elements of the job experience which are of at least equal importance to the employee. That’s going to breed productivity, morale, retention; and those people are going to be ambassadors for your brand.”. The post Customers Have Life Cycles.

Banking 223

Banking Enterprise Consulting Consulting 223

Beyond Philosophy

NOVEMBER 14, 2017

As my colleague Colin Shaw has written about Branson and Virgin , with respect to the company providing a year of fully paid leave following the birth or adoption of a child: “…Virgin values their people and their emotional state while working there.” Does yours? Disneyland: Why Waste Resources on Things Customers Can’t Recall.

Airlines 218

Airlines Consulting Consulting Enterprise 218

Beyond Philosophy

APRIL 6, 2016

Done well, insights from competitive performance benchmarking can: – Identify business opportunities . The same holds true for other rational and emotional elements of product and service value delivery. As identified by noted benchmarking theorist and management scientist H. It is not copying the best.”

Gamification 236

Gamification Benchmark Automotive Wireless 236

C3Centricity

JUNE 5, 2019

Their brands have not performed as well as they had hoped this year and they are looking for a solution – fast! In particular, they have all said that one or more of their brands is stable – to be polite – and that they want to reverse the trend. Is this your situation too? How to Stop a Declining Brand.

Advertising 63

Advertising Metrics Marketing Customer centricity 63

CSM Magazine

DECEMBER 28, 2021

Customer service videos build brand equity by engaging customers and answering questions about minor issues. These videos free up time for you and your support team to focus on more pressing issues that may require more technical expertise to handle. That said, your videos must be packed with value and straight-to-the-point.

Customer Service 59

Customer Service Scripts Best practices Marketing 59

Beyond Philosophy

JANUARY 3, 2017

Employees’ actions, including expressing themselves face-to-face and through digital means, directly and indirectly impact much of what we understand about customer experience-based emotion and memory, leading to downstream behavior. We’re not saying choose your people over your customers. That way, everybody wins.”

Consulting 191

Consulting Consulting Interactive Voice Response Customer centricity 191

C3Centricity

DECEMBER 31, 2018

A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. This is quite tough for a blog that has been running for almost eight years and highlights the quality of the content we share with you! I don’t think so, but let me know your opinion.

Journey mapping 83

Journey mapping Marketing Personalization Surveys 83

Beyond Philosophy

MARCH 3, 2016

BtoB clients frequently ask: “Because of the importance of brand perception and word-of-mouth in BtoC products and services, I understand how customer advocacy can provide highly actionable insights there. After all, your business partners represent your company and products to their customers.

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

Beyond Philosophy

APRIL 6, 2016

Done well, insights from competitive performance benchmarking can: – Identify business opportunities . The same holds true for other rational and emotional elements of product and service value delivery. As identified by noted benchmarking theorist and management scientist H. It is not copying the best.”

Gamification 150

Gamification Benchmark Automotive Wireless 150

aircall

JUNE 21, 2021

If you are struggling to increase sales in your company, it may be time to take a closer look at your existing customers experience to see how they interact with business. If you want to increase the output of your sales process and help your company grow, it’s essential that you meet or exceed your customers’ expectations.

Sales 71

Sales Customer Experience Surveys Feedback 71

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Mikael Blaisdell. James Scott. Nick Mehta.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Totango

JULY 19, 2021

And in this customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. Qualities of an ideal CSM include. . Onboarding.

Upselling 123

Upselling Feedback Surveys Customer advocacy 123