Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Let me give you an example. Well, so do your Customers!

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

JULY 6, 2016

China is in the Early Stages of Customer Experience Discovery. The opportunity to excel in Customer Experience in China is still wide open, however. Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Pointillist

MAY 23, 2018

Journey discovery reveals how many customers were converted on a new credit card offer after a personalized email, having ignored the offer at first. How to Improve Customer Experience Using Journey Analytics. How to Create a Single Customer View to Deliver Better Customer Experience. Journey Mapping.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

Beyond Philosophy

DECEMBER 22, 2014

Fictional or not, they are there, and they are creating a reaction in your customers’ subconscious and unconscious minds, shaping their emotions and creating value for your products on the shelves…or Ebay page. Do you have an example where cooties played a part in your decision whether or not to buy something?

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403