Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation. They market, and create experiences, within the branded vision.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Nicereply

SEPTEMBER 2, 2020

Customer relationships are no different. Whether you’re in a B2B or B2C marketplace, at the end of the day, you’re living in an H2H world…. And that’s where the importance of customer satisfaction comes in. . Building relationships with customers. A great example of this has been demonstrated by United Airlines.

Airlines 126

Airlines Morale B2C Feedback 126

Chip Bell

MAY 7, 2019

” Rather than relying on a consistent pattern—always warmly greet, put a smile in your voice, thank the customer—organizations require a precise script. Unless the call center operator is a world-class thespian, the customer experiences robotics instead of authenticity. What is the solution?

Airlines 80

Airlines Scripts Customer advocacy Coaching 80