ShepHyken
MARCH 31, 2024
And when you combine it with meeting the customer’s service needs and expectations, you go to another level. Of course, there’s more! Customer science: A new CIO imperative by Thorton May (CIO) For businesses to become truly customer-centric, CIOs must instill a more scientific approach to customer experience analysis.
Peter Lavers
JULY 13, 2016
This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. It affects the customer experience because (of course!)
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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.
ShepHyken
AUGUST 11, 2017
It’s not that the established players didn’t already know about customers’ frustrations or desires – they just lacked the wherewithal to address them. Their indifference to – or, in some cases, outright disregard for – customers left openings for new, more customer-centric entrants to become the solutions – and the future.
Beyond Philosophy
NOVEMBER 28, 2017
Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers. Some additional stats: We have asked approximately 4.5
customer sure
JUNE 19, 2022
The key is to avoid keeping customer feedback centralised. Of course, someone needs to own the customer feedback programme, but organisations are most successful when they channel the feedback to colleagues who deal with customers, and empower them to respond (and give them the tool to do it easily). The good news is….
Beyond Philosophy
JUNE 7, 2016
If you don’t order dessert (we didn’t, because we were too full from the appetizer and main course), the waiter brings a red Peruvian jewelry box. Maybe Merriam-Webster thinks that lagniappe has caught on, but customers would be hard-pressed to find it consistently in experiences they receive from most b2b and b2c organizations.
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