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

OCTOBER 29, 2020

I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. However, if these former brands had a more customer-centric culture, they would probably be here today because they realized that the market is moving on and appropriately adjusted.

Airlines 419

Airlines Customer centricity Call Center Quality management 419

Beyond Philosophy

NOVEMBER 10, 2014

According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. Your existing customers are far easier to upsell. That’s a much bigger chance that you are going to get to yes if you have a loyal customer base to ask for the order.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

OCTOBER 27, 2022

With the Evaluability Heuristic, we view a complex decision and make it simpler by using a metric that is easy to evaluate. I had a similar thing happen recently with a company we consult. The company is very process and quality driven, which is fine but doesn’t consider the emotions of the business.

Customer centricity 39

Customer centricity Metrics Customer emotions Consulting 39

Beyond Philosophy

JUNE 1, 2015

In 2010, Southwest Airlines revamped its loyalty program to make rewards more proportional to ticket price; and this has better targeted the most profitable customers as well as enabled the airline to adopt a loyalty behavior metric that is closely tied to actual revenue generation. Michael Lowenstein, Ph.D.,

Airlines 211

Airlines Entertainment Consulting Consulting 211

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

aircall

JUNE 30, 2021

Besides tracking your staff’s performance, this also allows you to monitor customer satisfaction levels (and find ways to improve both). With a thorough analysis of these metrics, you can obtain a full view of the customer experience. Establish Clear Performance Metrics . Implement Ongoing Training Opportunities .

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62