Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. The top challenges I see are that everyone wants Customer Experience to be the latest and greatest.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

Beyond Philosophy

JUNE 20, 2015

The first, a B2C example, involves a major player in the cable television industry. In over a decade of performance measurement, only key driver (simple regression/correlation) analysis around a single number metric were reported. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining.

B2C 257

B2C B2B Metrics Entertainment 257

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Employee Engagement: Employees are aligned with the goals of the organization.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Lumoa

OCTOBER 31, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. The top challenges I see are that everyone wants Customer Experience to be the latest and greatest.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64