Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Beyond Philosophy

JUNE 29, 2015

My colleagues and I have been observing how Target’s data breaches, which have impacted over 100 million shoppers during the 2013 holiday shopping season, resulted in a draining of the emotional bank account of customer trust.

Wireless 257

Wireless Banking Enterprise Accountability 257

Beyond Philosophy

FEBRUARY 28, 2016

It’s about the enterprise becoming more proactive, transparent and open, connecting with customers through branded, emotional experiences and sustained value delivery, resulting in its operation as a “conscious capitalist”. Personalized customer service says a great deal about the enterprise culture.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

Beyond Philosophy

JUNE 11, 2015

A third is “Bluebird”, a prepaid debit card which functions as a Walmart customer’s alternative to having a checking account, with which they can make deposits, pay bills – – and shop at Walmart. Walmart, has been considering development of its own ‘house’ bank, which would provide even more customer data. appeared first on.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Clarabridge

OCTOBER 25, 2017

In order to pair structured, quantitative data like amount of last purchase, age, location and products used, with qualitative feedback data, you’ll need to use Natural Language Processing (NLP) to turn the unstructured voice of the customer into something that can be analyzed. 4- Take action.

Analytics 40

Analytics Feedback Big data Banking 40

CSM Magazine

JUNE 27, 2018

Cathal McGloin, CEO of ServisBOT describes why AI is perfectly poised to help customer service professionals shine. While we are happy to chat to friends and colleagues using messaging, text, social media and email, when it comes to contacting our bank, insurance company or healthcare provider, we’re often sent to the back of the phone queue.

Scripts 40

Scripts Chatbots Enterprise Healthcare 40

TechSee

SEPTEMBER 24, 2019

However, the installation instructions are so complicated that the TV sits idle for a week until you have the time and energy to call Customer Service for help. Was that a good customer experience? Emotional consistency: Consistency builds trust. Take Disney, which leads the way with its omnichannel visitor experience.

Customer Experience 150

Customer Experience Self service Analytics Banking 150