Beyond Philosophy

NOVEMBER 4, 2014

One Business-to-Business client talked to us about the smell of the engines they sell and how many Customers like that. We are naturally predisposed to follow a racetrack course of the supermarket. How you can apply it to your business: Depending on what you have available you can arrange the same racetrack course.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

DECEMBER 23, 2014

A customer is hopping mad and in your face. I wish it were as simple as just asking your Customers what they want and getting the real answer. It isn’t of course, because sometimes the Customer might not even know. Institute a Customer-Centric focus, not an operational focus. You want to fix it, FAST.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

NOVEMBER 11, 2014

They are, of course, using a life event as a major trigger for changing habits and the one they chose is woman-specific. It has proven to be successful…so successful that there is a famous story where a father learned a couple of weeks after Target that his teenage daughter was expecting. The Power of Habit.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Consider the pay phone.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

JANUARY 28, 2015

There are ways to suggest a better course of action without being as blunt as saying no. In improvisational acting, no is a bad word. One must always say yes to the partner, or the scene can’t progress. The same applies at work. Feel reluctance to share a good idea.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

APRIL 2, 2020

These emotions should be the ones that drive the most value for your company. They naturally put customers first. I wrote a book in 2004, Revolutionize Your Customer Experience , that showed the four customer-centricity orientations that organizations have, which range from Naïve to Natural. Find a time machine.

Customer centricity 398

Customer centricity Customer emotions Consulting Consulting 398

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

Beyond Philosophy

FEBRUARY 28, 2016

It is also an essential element of customer-centricity. If an organization fails to identify, on a prioritized and granular basis, which emotionally-driven elements of service value are, and aren’t, being delivered, even the best and most proactive solutions will not build desired customer loyalty.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

Beyond Philosophy

SEPTEMBER 26, 2019

Not always, of course, but if you were unknown, it might do better for you to get negative press than to get none at all. At Beyond Philosophy, we have always tried to be at the cutting edge of Customer Experience, pushing the boundaries. In my first book, I wrote about customers’ emotions and the emotional experience.

Entertainment 276

Entertainment Sales Consulting Consulting 276

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 Engineering 279

Beyond Philosophy

DECEMBER 22, 2015

There’s social media, of course, in the form of micro-blogs and blogs, but also community involvement, articles, and product and service ratings. appeared first on Beyond Philosophy | CX Consultants | Customer Experience. In addition, consumers themselves are contributing to the explosion in available content.

Marketing 231

Marketing Engineering Consulting Consulting 231

Beyond Philosophy

JUNE 1, 2015

Loyalty programs continue to grow, but they are also tending to become more closely integrated with brand-building and multi-channel customer experience optimization. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 210

Airlines Entertainment Consulting Consulting 210

aircall

JUNE 30, 2021

How clients feel about your business, product, or service plays a critical role in customer retention. Understanding their sentiments, especially their likes and dislikes, allows you to refine the customer experience to meet their needs better. Of course, collecting customer feedback is not enough. Aircall’s Top Features.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Beyond Philosophy

JUNE 4, 2015

They are the ultimate value creators: They create emotional value, experiential value, social value, and of course, financial value. Humanistic companies—or firms of endearment (FoEs)—seek to maximize their value to society as a whole, not just to their shareholders.

Airlines 360

Airlines Marketing Enterprise Advertising 360