Beyond Philosophy

JULY 19, 2018

Thaler and Sunstein, 2008, 2009). But renewing a product automatically without checking with the customer is a horse of different color, isn’t it? You could argue that it puts the needs of the organization above the customers. I would counter with this: if you make it easy to opt-out, then you are still serving the customers.

Customer centricity 498

Customer centricity Government Customer Experience Consulting 498

ijgolding

FEBRUARY 5, 2018

Was HP a customer focused organisation at that time? In the 90’s, I can definitely say that HP was a very customer centric organisation – that is despite it essentially being an engineering business. I became a marketing consultant!! Is it really possible to measure customer culture? What happened next?

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Satrix Solutions

JANUARY 4, 2018

As the founder of a customer experience consulting firm, I admit to having a love-hate relationship with free or low-priced survey tools. That’s because I believe every company should be practicing customer-informed decision making. What could possibly go wrong? Well – a lot, as it turns out.

Surveys 60

Surveys Government B2B Feedback 60

ClearAction

MAY 28, 2015

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much company-centered thinking and not enough customer-centric business management. See the math problem here?

Customer Experience 110

Customer Experience Journey mapping Surveys B2C 110

ClearAction

AUGUST 21, 2016

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much brand-centered thinking and not enough customer-centric business management. See the math problem here?

Customer Experience 54

Customer Experience Journey mapping Surveys B2C 54

The Petrova Experience

FEBRUARY 9, 2023

As customer experience consultants, we see this time and again. Across industries, we are seeing what we witnessed during the Financial Crisis of 2008. In those cases, the intake reveals technology is absent where it is needed, because no technology tools (or teams) were put in place during the design and planning phases.

Airlines 52

Airlines Technology CRM Customer Experience 52