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Make This Small Change For Big Results

Beyond Philosophy

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.

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14% of Zappos Staff Quits (Which is Just Fine for Employee Engagement)

PeopleMetrics

They’re built on customer service, and they’re a common reference for customer-centric discussion. Zappos even paid employees to quit after training as early as 2008. They pioneered free two-way shipping something like a decade ago. (At So they’ve been doing this type of thing for a long time.

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The importance of customer culture – an interview with Chris Brown

ijgolding

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. Is it really possible to measure customer culture? We spent a long time developing the measurement tool.

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Understanding Negative NPS Score: Causes, Impact and Solutions

Lumoa

Even the CEO is known to take customer service calls every once in a while – talk about customer centricity! Starbucks’ customer service strategy differs from both Amazon and Netflix but is equally noteworthy. Train your Staff to Become Customer-centric How do you create a customer-centric culture?

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3 Reasons To Rethink Your Customer Idea Portal

Playvox

UserVoice popularized the concept in 2008, but now there are many providers of idea management software, used by companies like Spotify , Airbnb , and Microsoft. User idea suggestion portals are a helpful tool in doing that, but they might not be the best (or only) one for the job. What Are Idea Portals And How Do They Work?

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Show and Sell: 3 Ways Customer Service can be Used as an Effective Marketing Tool

Fonolo

Zappos is a great example of a company that has built a brand with world-class customer service. The mega-brand hit $1 billion in annual sales in 2008 and was sold to Amazon for $940 million in 2009. There are countless articles about this gesture, and the goodwill it generated for Zappos is arguably priceless.

Marketing 124
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‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report

ijgolding

In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. The report is a fascinating assessment of the customer centric nature of brand names that we interact with on a daily basis.