Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. Next, you need a champion.

Customer centricity 195

Customer centricity Education Consulting Consulting 195

Beyond Philosophy

DECEMBER 7, 2016

Hiring well and presenting a comprehensive orientation are two critical parts of starting off with a great employee experience. In our Customer Experience Consultancy, we emphasize taking an outside-in approach to your systems, to see how they make you feel as a customer. How to Measure Customer Emotions.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

NOVEMBER 8, 2018

I presented Seven Key Strategic Questions Critical to Customer Experience in my keynote address there. The answers to these questions are an essential part of improving Customer Experience to react to changing markets—and the disruptions to your bottom line. 4. What do your customers really want? How can they adapt?

Customer centricity 385

Customer centricity Transportation Consulting Consulting 385

CSM Magazine

JUNE 24, 2021

The future of business is customer-centric. Especially after the pandemic, it’s more important than ever for companies to create meaningful customer interactions across all communication touchpoints and focus on engagement rather than aggressive self-promotion. Why is customer service a problematic aspect of the legal industry?

Customer centricity 52

Customer centricity Technology Chatbots Education 52

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Back To CX Accelerator Blog

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

Beyond Philosophy

JULY 13, 2016

Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business. Econsultancy heard from the people working on the Customer Experience improvement efforts. How to Measure Customer Emotions.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

MARCH 12, 2015

I am sure that you raised your hand a few times during this presentation. Your Customers would raise their hands during this TED talk also. So instead of addressing emotions, Customer feelings are ignored with the hopes that an efficient and effective process will be good enough. Customers are Irrational: Stop Fighting It.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

NOVEMBER 26, 2018

it says, before presenting me with four pages of breakfast fare, then another six that seem to span the globe. In our customer experience consultancy I see many companies that mistakenly think that more choices make customers happier. Leading Your Customer to the Right Choice. Breakfast served all day!”

Consulting 274

Consulting Consulting Customer centricity Sales 274

Beyond Philosophy

SEPTEMBER 11, 2014

According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ” Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Beyond Philosophy

NOVEMBER 11, 2021

In my experience, competent dealing with customers’ dissatisfaction is an area where many organizations fail. Hence the five rules I present today. It would be best to understand the real issue the customer has. The culture of an organization shows how customer-centric they are. 27 October 2021.

Consulting 383

Consulting Consulting Call Center Metrics 383

Beyond Philosophy

FEBRUARY 6, 2019

In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s rare to have a company put the customer first or even equal to themselves.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Outsource Consultants

NOVEMBER 29, 2017

To read more about these four ways companies can maximize their customer lifetime value, please click here. 4 Reasons Sales Agents Need to Have Customer-Centric Mindsets. The main point we took away from Zingale’s article as it relates to call centers is #4, customer-centric strategies. 2) Mutual Respect.

Customer centricity 52

Customer centricity Sales Telemarketing outsourcing 52

Beyond Philosophy

DECEMBER 28, 2020

A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it. Now, I adapt my presentations based on where I am speaking. This exercise is one of the first things we do when consulting an organization.

Consulting 243

Consulting Consulting Customer centricity Customer Experience 243

Beyond Philosophy

AUGUST 17, 2023

As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. Time Well Spent Pine developed the Time Progression with his collaboration partner and colleague Dave Norton, founder of Stone Mantel and Insights Consultancy.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery. How to Measure Customer Emotions.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

JULY 19, 2018

Subjects made hypothetical investment decisions on a questionnaire, which presented the investment options in different ways. But renewing a product automatically without checking with the customer is a horse of different color, isn’t it? You could argue that it puts the needs of the organization above the customers.

Customer centricity 498

Customer centricity Government Customer Experience Consulting 498

Beyond Philosophy

SEPTEMBER 15, 2015

He is the Head of Data Science (self-described as Chief Statistics Wonk) for Satmetrix , a company devoted to combining their software, data, and Customer Experience (CX) expertise to help organizations achieve Customer-Centricity. We are a society of people who just want it simple. And the proof is in the NPS data.

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

MARCH 31, 2022

My first and overarching advice is to keep their response to the current business environment as customer-centric as possible. These firms use the present inflationary environment as an opportunity to raise prices. This move is equally poor to cutting costs in the customer service department. Subscribe today right here.

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

Horizon CX

APRIL 4, 2019

Earlier in my career, I had the opportunity to serve customers in a pure sales capacity—with all the challenges that accompany a sales role including quotas—both achievable and unrealistic, but that’s another topic for another blog. This generated a need to learn how to sell a “solution” to the customer versus a product.

Customer centricity 40

Customer centricity Sales Engineering Construction 40

Beyond Philosophy

JUNE 22, 2016

Daniel Kahneman first presented the idea of Loss Aversion with Amos Tversky in the late 70s and mid-80s. It can help you design your business to present them what they want the way they want it so when they want what you have they want to come to you. 3 Common Ways Customers Make Decisions. Why We Hate Losing.

Customer centricity 282

Customer centricity Consulting Consulting Customer Experience 282

Beyond Philosophy

FEBRUARY 24, 2015

What these industries do to create a positive experience for their diners or players show us the importance of designing a deliberate subconscious experience for your customers, whomever they might be. Restaurants are adept at getting their customers to relax and enjoy their dinners. The Business of Dining Out.

Customer centricity 305

Customer centricity Customer retention Consulting Consulting 305

Beyond Philosophy

MARCH 19, 2020

Moreover, Forrester said that one in four people in the Customer Experience industry would lose their jobs this year. We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth.

Consulting 479

Consulting Consulting Marketing Customer Experience 479

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. The Value of Customer Experience, Quantified. So, the debate continues. February 2006. 26 August 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Netomi

JANUARY 5, 2022

Adam understands the impact that customer experience can have on the bottom line. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Follow Aimee on social media: Twitter: Aimee Lucas (@Aimee_Lucas).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

B2B 92

B2B CRM Enterprise Upselling 92

Beyond Philosophy

DECEMBER 5, 2017

The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K. said complicated customer issues are their most significant challenge. We see this sort of thing all the time in our global Customer Experience consultancy.

Call Center 277

Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

DECEMBER 14, 2015

In 1970, Greenleaf Greenleaf identified ten principles in his essay, The Servant As Leader, all of which can apply directly to how leaders help generate a customer-centric culture and create lasting value for all stakeholders: – Listening – being receptive, and understanding stakeholder needs.

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

Vcaretec

JUNE 6, 2022

Check out the Vcare Top 50 Customer Care Influencers below, and connect with these experts on their blogs, Twitter, and on other social networks. Did you make our list of customer care influencers? I tweet about customer focus, leadership, IT, and tech. He’s the Customer Experience Professionals Association chairperson.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. The consulting organization went on to conclude from these findings that “Recent trends suggest that improvements in engagement coincide with improvement in unemployment and underemployment.”, Blogs Employee Experience'

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Beyond Philosophy

DECEMBER 22, 2015

Research reports, presentation content through online sites such as LinkedIn-owned SlideShare (which gets close to 60 million visitors a month and has over 15 million registered users), and virtual conferences and webinars have seen significant increase in application.

Marketing 231

Marketing Engineering Consulting Consulting 231

Beyond Philosophy

OCTOBER 3, 2014

The Process that Made Royal Yacht Britannia Successful Downie is the first to tell you that creating an excellent Customer Experience is a never ending process. He admits that their present success took much hard work over many years. We would call this the customer centricity of the organization. Individual development.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

Beyond Philosophy

JANUARY 5, 2023

So it was up to me to get the team comfortable hopping around the garden providing a customer-centric experience. Leadership is essential when you have a customer strategy that puts the customer at the center of everything you do. However, the critical part of making this work is understanding where your followers are.

Call Center 195

Call Center Customer centricity Consulting Consulting 195

Beyond Philosophy

NOVEMBER 28, 2017

5) Recognize that company and product/service image and reputation are integral to customer perception of value. 6) Work to build and institutionalize customer value delivery, i.e. conscious customer-centricity, into the enterprise DNA. How Can Artificial Intelligence Automate Your Customer and Business Strategies.

B2C 207

B2C Banking B2B Customer advocacy 207

Beyond Philosophy

AUGUST 13, 2015

In 1970, Greenleaf Greenleaf identified ten principles in his essay, The Servant As Leader, all of which can apply directly to how leaders help generate a customer-centric culture and create lasting value for all stakeholders: – Listening – being receptive, and understanding stakeholder needs.

Customer centricity 279

Customer centricity Airlines Enterprise Education 279

Beyond Philosophy

SEPTEMBER 11, 2014

According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ”. Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Beyond Philosophy

DECEMBER 20, 2016

Because antecedent approaches to employee engagement (through research and application) are principally about productivity and fit or alignment, and offer an organization only modest insight about level or degree of customer-centricity, more connection between employee behavior and customer behavior builds focus, effectiveness, and profitability.

Enterprise 150

Enterprise Customer centricity Employee engagement Consulting 150