Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. Next, you need a champion.

Customer centricity 195

Customer centricity Education Consulting Consulting 195

Beyond Philosophy

DECEMBER 28, 2020

This exercise is one of the first things we do when consulting an organization. We call it a Customer Experience Statement (CES), and it defines the emotional outcome you want your customers to feel about their experiences with you. However, you can, and most often, it is seen in how customers behave.

Consulting 244

Consulting Consulting Customer centricity Customer Experience 244

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

NOVEMBER 28, 2017

Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. 5) Recognize that company and product/service image and reputation are integral to customer perception of value. Some additional stats: We have asked approximately 4.5

B2C 208

B2C Banking B2B Customer advocacy 208

JustCall

MARCH 16, 2021

JustCall's CEO, Gaurav Sharma , credits the organic move of small & medium businesses towards automation (& digital adoption) and the JustCall team's hard work & customer-centric approach with its 965% revenue growth over the past three years. The Deloitte Technology Fast 50 India program was launched in 2005.

Interactive Voice Response 69

Interactive Voice Response Biotechnology Analytics call center software 69

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples. Source: Statista.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

inmoment

MARCH 9, 2020

Leiter is chairman of Leiter & Company, a strategy consulting and investment firm, and a distinguished strategy fellow at The Conference Board. Failing to connect Boardroom conversations to your customer experience evolution. He is author of the book, Crafting Strategy in an Accelerating World.

Customer Experience 52

Customer Experience Self service Engineering Telecommunications 52