Beyond Philosophy
MARCH 19, 2015
‘Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior.
PeopleMetrics
SEPTEMBER 17, 2015
It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis , and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive. Motivating Customer Experience Improvement. Rather, it’s meant to illustrate the duality of every person. And your rational mind?
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C3Centricity
JULY 2, 2016
It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. However, for me, a brand is created in both the minds and hearts of its customers. And this is where image and personality play vital roles.
Beyond Philosophy
DECEMBER 20, 2017
STAN: What do you think of a person who only does the bare minimum? Social Customer Service: The Savior to a Successful Omni-Channel Strategy. Reversing the Momentum of Dysfunctional Customer Information: Three Benefits of a Customer-Centric Approach to Data. STAN: Yeah. Let me ask you a question, Joanna.
CX Global Media
JULY 8, 2019
Now, Lance leads B2B and B2C customer care, global CX and insights, engagement, and customer-centric culture transformation organization-wide. Watch Lance as he reveals the foundation of how he and his team made the contact center an honored guest at the table and how they became a culture catalyst for customer centricity. .
PeopleMetrics
APRIL 28, 2015
In 2006, the most common reason customers visited a branch was to deposit funds. In 2014, the most likely reason a customer is in the branch is to resolve an issue. This means the customers' needs and expectations from the bank's employees are more demanding and higher than ever.
GetFeedback
JANUARY 12, 2020
Southwest gets lots of negative feedback on their boarding approach and yet decided that fixing this problem would raise costs and eventually cause customers to defect. I personally would like to use Expedia, but again this is part of Southwest’s approach to keeping costs and prices low. Aircraft on the ground don’t make money!
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