Beyond Philosophy

DECEMBER 6, 2019

This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. We shared some examples of some of the indicators of whether a company is customer-centric or not customer-centric on a recent podcast.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

FEBRUARY 5, 2015

These companies, and their employees, are also invariably quite disciplined and well-trained in the why’s and how’s of customer experience. Every aspect of a company’s offering – customer service, advertising, packaging, billing, products, etc. – They market, and create experiences, within the branded vision.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

ShepHyken

AUGUST 6, 2019

Don’t measure your work based on completion; measure it based on growth and the positive impact you can have on those around you—especially your customers. Leaders need to start managing product teams differently, putting the focus on the customer rather than on products and deadlines. This is the way to succeed in today’s world.

Customer centricity 290

Customer centricity Coaching Consulting Consulting 290

Beyond Philosophy

SEPTEMBER 17, 2015

For the vast majority of you, my guess is your answer is never, unless of course you work at Starbucks. When the stock market tanks like it did recently, most CEOs would be worried about their revenue also falling (not to mention falling figures from those CEO bonuses we all hear so much about). Does your CEO get it, too?

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

Beyond Philosophy

JULY 24, 2019

Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Of course, many people thought that it should have been a lot more. Are you thinking the same as me?

Customer centricity 348

Customer centricity Government Morale Advertising 348

Beyond Philosophy

OCTOBER 29, 2020

I was talking to a chief marketing officer (CMO) of a multinational company the other day who wants to change the organization (and believe me, I know this organization; he’s right). I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

MARCH 1, 2019

A significant influence on your Customer Experience outcome is how customers feel during your experience. In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. She was right, of course. And every year you do nothing about it. Why do you bother?”

Customer emotions 246

Customer emotions Consulting Consulting Customer centricity 246

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,

Customer centricity 207

Customer centricity Banking Enterprise Government 207

Beyond Philosophy

DECEMBER 22, 2015

As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.

Marketing 231

Marketing Engineering Consulting Consulting 231

Beyond Philosophy

JULY 19, 2018

And … these behavioral tendencies toward doing nothing will be reinforced if the default option comes with some implicit or explicit suggestion that it represents the normal or even the recommended course of action.” But renewing a product automatically without checking with the customer is a horse of different color, isn’t it?

Customer centricity 498

Customer centricity Government Customer Experience Consulting 498

Beyond Philosophy

NOVEMBER 4, 2014

Using smells in your Customer Experience is olfactory marketing, and it works. 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 it smells affects how it sells.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

OCTOBER 8, 2014

Also, our clients Barclaycard have been in this market for years with Barclays Pingit App. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

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. There is excellent work being done in Customer Experience, but not enough measurement.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Horizon CX

APRIL 4, 2019

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward. And, customer experience encompasses all of this.

Customer centricity 40

Customer centricity Sales Engineering Construction 40

Beyond Philosophy

MARCH 31, 2022

One of the problems with misunderstanding inflation leads to things like the cryptocurrency market. Of course, it’s all gas money, but saving that $2 by driving across town seems like a good idea, even if it costs over $2 to do so. This move is equally poor to cutting costs in the customer service department. What Do I Do?

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively. CSM Mastermind: Handling High-Risk Customers and Preventing Churn. Start with: Becoming Customer-Centric (playlist) : How to champion CS within your organization. Scaling Customer Success (playlist) : Working smarter to scale through automation and data.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? Reading these comments, I thought, “The Customers are feeling disappointed due to the way that their expectations have been set.”. Setting expectations is a key job of marketers. A customer is hopping mad and in your face. You want to fix it, FAST.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

ClearAction

NOVEMBER 26, 2017

52 Reasons to Embrace Marketing Operations Gary Katz. What is a Marketing Operations mindset? I made a commitment to share 50 reasons, over Twitter, to embrace Marketing Operations; one tweet per day over the next 50 days. This shaped my thinking for what I now call Marketing Operations 2.0, Customer-centricity.

Marketing 70

Marketing Enterprise Benchmark Accountability 70

Beyond Philosophy

FEBRUARY 28, 2016

This has significant implications for sales, service, marketing, and communications functions for every organization. In this post, we’ll address what this, prospectively, means to service groups in better understanding how to optimize this component of the customer journey. It is also an essential element of customer-centricity.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

CustomerSuccessBox

OCTOBER 4, 2021

SaaS businesses aim at being customer-centric. A study shows that customer-centric businesses are 60% more profitable than their counterparts. Also according to the CMO Council, it is found that 14% of marketers believe that customer-centricity is the trademark of their companies. Link: [link].

Customer centricity 52

Customer centricity SaaS Big data Accountability 52

Beyond Philosophy

SEPTEMBER 26, 2019

” We discussed marketing efforts in our latest podcast. One of the things that came up was the question, when marketing an idea or organization, is any press good press? 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.

Entertainment 276

Entertainment Sales Consulting Consulting 276

Beyond Philosophy

OCTOBER 4, 2019

Some people confuse marketing and advertising. They are not, but advertising and its related communication is a crucial part of what marketing does. Advertising is where your organization communicates with the customer. It is also where you begin to set customers’ expectations for your Customer Experience.

Marketing 62

Marketing Advertising Education Consulting 62

Netomi

JANUARY 5, 2022

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Horizon CX

MAY 19, 2023

It involves a fundamental shift in the way an organization operates to better align with its goals, adapt to market conditions, and enhance its overall performance. They can advocate for the importance of customer experience and embed it as a core element of the transformation strategy.

Customer centricity 52

Customer centricity Customer Experience Employee engagement Best practices 52

ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively CSM Mastermind: Handling High-Risk Customers and Preventing Churn Moments of Truth (playlist): Focused, impactful CS advice from leaders. Start with: Becoming Customer-Centric (playlist) : How to champion CS within your organization.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

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. Empower and enable employees to be more mindful of delivering what customers need and want, irrespective of level of function within the company. It’s cost-free, delightful and memorable.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

Beyond Philosophy

NOVEMBER 28, 2017

If you don’t order dessert (we didn’t, because we were too full from the appetizer and main course), the waiter brings a multi-drawer red Peruvian jewelry box. Empower and enable employees to be more mindful of delivering what customers need and want, irrespective of level or function within the company. It’s experience lagniappe.

B2C 207

B2C Banking B2B Customer advocacy 207

Steve DiGioia

DECEMBER 5, 2016

an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. Bob Thompson is CEO of CustomerThink Corp., Dennis Snow. It takes commitment, but it works. Micah Solomon.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

C3Centricity

JUNE 28, 2018

What does a Head of Marketing (CMO) do in their average four-year tenure to ensure that they keep their job for longer? A 2012 global survey by the Fournaise Marketing Group provides one possible explanation. Let’s start at the beginning; marketers, what opportunities are there so that you can keep your job? Why is this?

Marketing 59

Marketing Consulting Consulting Analytics 59

C3Centricity

JUNE 28, 2018

A 2012 global survey by the Fournaise Marketing Group provides one possible explanation. Perhaps it’s because CEOs don’t understand the role of a CMO or is there still an issue with the ROI of the marketing budget? Let’s start at the beginning; marketers, what opportunities are there so that you can keep your job?

Marketing 54

Marketing Consulting Consulting Analytics 54

CSM Magazine

MAY 26, 2020

There are three elements to a change that impacts the level of resistance: 1) Size/Scope/Impact of the Change – We tend to roll out big changes and of course, there’s some appeal in the approach of taking the whole, well-described package and implementing it across an organization.

Customer centricity 92

Customer centricity Coaching Consulting Consulting 92

RapportBoost

DECEMBER 10, 2018

While customer service is his primary expertise, Nate is able to leverage experience in professional services, marketing and sales to connect dots and solve the big problems. But it also allows us, for example maybe customer’s preferences for privacy, just to give an example, so here at Comm. Nate: Thanks everybody.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Beyond Philosophy

JUNE 1, 2015

McKinsey has noted that, “Despite relative underperformance in terms of revenue growth and profitability, over the past five years, market capitalization for companies that greatly emphasize loyalty programs has outpaced that of companies that don’t.”

Airlines 210

Airlines Entertainment Consulting Consulting 210

C3Centricity

JUNE 2, 2021

It’s a guest post from the highly respected global experts on customer centricity, Alan Hale of Chicago. Over the past several decades, I have managed over 250 projects, and am currently serving as the President of Consight Marketing Group. Price according to the Market Lifecycle. Pricing needs to cover your costs.

B2B 78

B2B B2C Marketing Consulting 78

ClientSuccess

JUNE 26, 2019

From : Tyler Richards, Head of Mid-Market Customer Success. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? I strongly believe CSMs should view themselves, and their roles, as strategic consultants. Customer-centric Growth by Lincoln Murphy.

Marketing 40

Marketing Sales Consulting Consulting 40

DMG Consulting

AUGUST 31, 2021

But the investments are not fully resolving their service problems, based on the rising level of complaints about customer service in the market, as contact centers are only one of the many departments within companies that participate in the customer journey. Getting Service Back on Course.

Enterprise 59

Enterprise Contact Center Technology Analytics 59

BlueOcean

OCTOBER 8, 2021

I recently took the plunge with a certification program to hone my skills, and I’m happy to announce I’m now a newly minted certified customer service professional. This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago. The water utility company, based in the U.K.,

Customer Experience 71

Customer Experience Education Government Customer centricity 71