Remove Airlines Remove B2C Remove Customer advocacy Remove Customer Experience
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Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

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.

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The Importance of Customer Satisfaction

Nicereply

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
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Sprinkles: Antidote to The Demise of Customer Surprise

Chip Bell

” 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?