Beyond Philosophy

MAY 19, 2015

Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. To that end, here are three things all great CX companies do that you need to emulate in your Customer Experience. #

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Beyond Philosophy

JANUARY 12, 2015

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

JANUARY 16, 2015

The time had come to improve my digital experience for the company. Not surprisingly, I discovered the reasons were related to my Customer’s Experience. Not surprisingly, I discovered the reasons were related to my Customer’s Experience. The end of 2014 was really busy. I’d had my site for a long time.

Customer Experience 381

Customer Experience Marketing Management 381

Beyond Philosophy

FEBRUARY 2, 2015

When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. Apple and Coke have chosen good songs to create the memory with their Customers. From classical music to the Gershwin tune used in the Apple ad, these areas are active and processing the data. I couldn’t agree more.

Marketing 416

Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

MAY 21, 2015

This shows that Chipotle hears the concerns their Customers voice and responds to them by completely changing how they do business with their suppliers. They put the emphasis on the Customer, not on the Process. However, because it is important to their Customers, they did it anyway. Here are a few of them.

Customer Experience 390

Customer Experience 390

Beyond Philosophy

JANUARY 5, 2015

All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience. All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience.

Airlines 311

Airlines Surveys Customer Experience 311

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. If you threaten your employees or Customers with punitive action when they do something you don’t want, you are potentially encouraging them to lie to you.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315