Beyond Philosophy
NOVEMBER 10, 2014
For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.
Beyond Philosophy
MARCH 19, 2015
A recent article by a major employee research and engagement consulting organization led with the above headline. The consulting organization went on to conclude from these findings that “Recent trends suggest that improvements in engagement coincide with improvement in unemployment and underemployment.”,
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Beyond Philosophy
JANUARY 16, 2018
To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical. In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ My paradigm example is, or was, MBNA America.
ShepHyken
JULY 28, 2017
This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . That’s why we haven’t built a major enclosed mall since 2006.”.
ClearAction
JUNE 29, 2023
in US customer experience is the lowest level now since 2006: are you rising above this trend? Customers fund salaries, budgets, and profits — what on earth is a higher priority than that? Compounding this gap is the fact that a LOT has changed since 2019 — EXCEPT for practices in experience management.
Beyond Philosophy
DECEMBER 20, 2017
HR execs and consultants would say that what is needed is a higher level of employee engagement. Engagement is principally about fit, alignment, and productivity; so, more is needed to optimize customer experience. However, the separate area strategy is not the direct path to success for either.
Beyond Philosophy
JULY 12, 2016
Note that Kruse’s concept, like other ways that engagement is understood within HR circles, does not include any mention of customers, customer experience, or value delivery. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.
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