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

JULY 11, 2016

All of these connected devices are delivering Digital Customer Experiences. This chart makes it all too clear just how critical the impression your digital presence makes on your Customer. In our Customer Experience Consultancy, we see a few common errors made by organizations as it pertains to their digital transformation.

Customer centricity 305

Customer centricity Consulting Consulting Customer emotions 305

DMG Consulting

AUGUST 31, 2021

Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. The pressure is on for enterprises to improve their customer experience (CX). Whether it’s an evolution, transformation or a combination of both, the new direction will benefit companies, employees and their customers. Final Thoughts.

Enterprise 59

Enterprise Contact Center Technology Analytics 59

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Jeff is truly obsessed with customer service.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ijgolding

JULY 25, 2017

I have spent the last five years working with companies – not as an employee, but as a consultant. People who seem to completely ‘get it’ — the need to become ever more customer centric to enable sustainable business growth. Connecting people is, in my opinion, the key to customer centric leadership.

Customer centricity 68

Customer centricity Banking Finance Consulting 68

Totango

JANUARY 22, 2024

Customer success will be the C-suite partner for growth The current enterprise B2B environment is marked by fierce competition, complex stakeholders, and an urgency to demonstrate end-to-end value to both customers and the business. By nature, CSMs feel inclined to assume any responsibility involving the customer.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

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 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

NOVEMBER 28, 2016

There is general agreement that both developing employee ambassadors and customer advocates should receive high priority and emphasis if an enterprise is going to be successful. 10 BIG Ideas for Customer-Centric Success. The post For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value?

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

DECEMBER 14, 2015

De Pree and Greenleaf have long been considered the most original thinkers in the art, science, and pure knacks associated with the power of leaders to shape and direct an enterprise for the better. Stewardship – all stakeholders hold the enterprise in trust for the greater good. The last is to say ‘thank you’.

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

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 91

B2B CRM Enterprise Upselling 91

Beyond Philosophy

AUGUST 13, 2015

De Pree and Greenleaf have long been considered the most original thinkers in the art, science, and pure knacks associated with the power of leaders to shape and direct an enterprise for the better. Stewardship – all stakeholders hold the enterprise in trust for the greater good. The last is to say ‘thank you’.

Customer centricity 279

Customer centricity Airlines Enterprise Engineering 279

Beyond Philosophy

DECEMBER 20, 2016

Though customer experience, and resultant behavior, is certainly impacted by engagement, it is more tangential and inferential than purposeful in nature. Stewardship – all stakeholders hold the enterprise in trust for the greater good. Building Community – shaping and reinforcing relationships within the enterprise.

Enterprise 150

Enterprise Customer centricity Employee engagement Consulting 150

Beyond Philosophy

JULY 5, 2016

More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept. To understand customers, the enterprise needs to think in human, emotional terms. Create a customer-centric human culture and set of processes.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

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

JULY 4, 2016

It is also impacting financial service cultures, as it forces banks to shift from a largely product-centric perspective to a customer-centric one. Others, recognizing the brand equity and perceived value signals this sends, have gone in a more customer-centric direction with branches.

Banking 225

Banking Customer centricity Big data Finance 225

Beyond Philosophy

DECEMBER 5, 2016

Pronouncements like that should reflect a customer-centric culture, ambassadorial employee behavior, and positive customer perception. As commented by comedian John Oliver, what Stumpf and his weak defenses of the Wells Fargo scandal have disclosed are issues of enterprise DNA and failed leadership. appeared first on.

Brand ambassadors 247

Brand ambassadors Customer centricity Banking Consulting 247

Beyond Philosophy

JUNE 13, 2019

Whether it’s customer human behavior or whether it’s employee human behavior, the same principles apply. In our global Customer Experience consultancy, we start with some of the tools and techniques we use with Customer Experience but apply them to employees. It all boils down to your company culture.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Education Services Group

FEBRUARY 10, 2022

The company’s unique approach combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies. Added ten new clients, from high-growth startups to Fortune 500 Enterprises. Earned expansions with seven existing Enterprise clients.

Consulting 52

Consulting Consulting B2B Enterprise 52

Vistio

SEPTEMBER 30, 2021

Customer experience professionals have the tough job of keeping up with new technologies, developing strategies and processes for optimal agent performance, along with keeping up with the latest trends in the industry. Joe Rice, CX Technology and Vendor Expert and Consultant. Rod Jones, Industry Pioneer and Consultant.

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Consulting Consulting 98

ProProfs Blog

MARCH 27, 2019

In our interview with Ben Motteram , we’ve explored areas like customer-centric strategies, emotional intelligence and the upcoming role of chatbots. Through his consulting company, CXpert, Ben now assists clients in areas such as CX strategy and employee engagement. Customer feedback is analyzed and acted upon.

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163

Beyond Philosophy

MAY 31, 2016

Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? Customer Centric Employee Engagement. Which came first, cowboys or saloons?

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Beyond Philosophy

DECEMBER 5, 2017

An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Tethr

AUGUST 6, 2020

When someone has a great customer experience, you are delivering your promise, providing a valuable tool or service and creating an enjoyable experience with your customer across every touchpoint. Customers increasingly rely on other customers and total strangers to seek customer service. Request a demo today.

Customer Experience 81

Customer Experience Enterprise Call Center Contact Center 81

Education Services Group

JUNE 21, 2021

New Win Adds to Enterprise Technology Providers Leveraging Customer Success as a Service®. ESG, the leader in Customer Success as a Service® (CSaaS), announced today it has signed an agreement to deliver its Customer Success Plan service offering for a new client in the business information services space.

Marketing 52

Marketing Consulting Consulting Customer centricity 52

Beyond Philosophy

DECEMBER 20, 2017

Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer. HR execs and consultants would say that what is needed is a higher level of employee engagement. appeared first on.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

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. TD Bank’s “Bank Human Again” marketing campaign.

B2C 207

B2C Banking B2B Customer advocacy 207

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D., They support community causes and events.

Customer centricity 244

Customer centricity Construction Enterprise Marketing 244

TechSee

NOVEMBER 20, 2018

Both solutions have a dramatic impact on the customer experience, improving support processes and lowering costs across the board. In today’s customer-centric environment, the once-acceptable model of reactive support – fixing a problem only after the customer complains – is no longer acceptable. Better CX at lower cost.

Technology 153

Technology Analytics Enterprise Technical Support 153

Cisco - Contact Center

JUNE 29, 2020

Transform Your Customer Experience. How can an organization design the contact center of the future to keep pace with increasing customer-centric demands? And how do you best serve customers, no matter the current state of the world or where contact center agents are located? Learn more about these offers.

Contact Center 95

Contact Center Call flow Enterprise Customer centricity 95

Beyond Philosophy

MARCH 31, 2020

Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. It is in instances of trouble, problems and even more so – crisis, that the true nature and customer-centricity of organizations (and politicians) is shown.

Airlines 499

Airlines Healthcare Government Self service 499

Beyond Philosophy

JANUARY 3, 2017

For customer management and high-quality experience and value delivery to be optimized, one of the changes that companies will have to institute is to start focusing on people, all of the employees within the enterprise. 10 BIG Ideas for Customer-Centric Success. The First Step in Setting up a CX Initiative.

Consulting 191

Consulting Consulting Interactive Voice Response Customer centricity 191

Mindtouch

MAY 6, 2016

From investing, to board governance, to enterprise consultation, Ben Kepes , Director of Diversity Limited , knows exactly what technology based tools exist to help companies digitally transform while keeping the Customer Experience at the forefront of their growth model. I do a lot of consulting with vendors.

Government 90

Government Customer centricity Airlines Consulting 90

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.”,

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Education Services Group

FEBRUARY 5, 2021

Customer Success becomes a “must-have” in a tumultuous economy, increasing the need for Customer Success as a Service ®. ESG, the market leader in Customer Success as a Service ® is proud to announce record-breaking 2020 year-end results. Customer training platform and learning technology vendor.

Enterprise 52

Enterprise Consulting Consulting Customer centricity 52

RapportBoost

DECEMBER 10, 2018

So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. Over 1,400 innovative enterprises around the world with thousands of seats including IBM, Acxiom and Zumiez rely on Talkdesk to power their customer interaction. Thanks again Talkdesk.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Beyond Philosophy

JUNE 14, 2016

None of these customer experience metrics takes brand favorability and volume/type of positive and negative informal online/offline word-of-mouth into consideration. And, as many consulting organizations have determined, today these factors are critical for both understanding leveraging downstream customer behavior.

Metrics 150

Metrics Customer Experience Consulting Consulting 150

Beyond Philosophy

JUNE 7, 2016

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. TD Bank’s “Bank Human Again” marketing campaign. Be distinctive.

Customer Experience 186

Customer Experience Banking B2C Airlines 186