Beyond Philosophy

FEBRUARY 5, 2015

Every aspect of a company’s offering – customer service, advertising, packaging, billing, products, etc. – Southwest Airlines could offer first-class seating, but they don’t. are all thought out for consistency. They market, and create experiences, within the branded vision.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

JUNE 4, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that really connecting, and having an emotionally-based relationship, with customers is the key to leveraging loyalty and advocacy behavior. These companies are also invariably quite disciplined and proactive.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Beyond Philosophy

JULY 5, 2015

Recognizing the information needs of their customers, they invest in altruistic content creation (over advertising); and they communicate proactively and in as personalized a manner as possible. Customer obsession, what I refer to as ‘inside-out’ customer-centricity, has been a frequent subject of my blogs and articles.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Toister Performance Solutions

JANUARY 7, 2021

Exceptionalism are situations where a customer asks for something extra or unusual that would not normally be expected. It's an exception to what's customarily provided and it's not something that's readily advertised or offered. Other customers might also adopt similar expectations. Give the customer options.

Customer Service 71

Customer Service Airlines Advertising Customer emotions 71