Beyond Philosophy

FEBRUARY 5, 2015

These might include customer service speed, occasional price promotions, merchandising gimmicks, new product offerings, and the like. In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

COPC

APRIL 1, 2024

Personalized Agent Training The adoption of digital gamification is a major component of this change. In our consulting work, we have seen a dramatic increase in organizations deploying these virtual guides for self-paced, continuous training sessions. This method offers a more personalized and adaptable training experience.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Employee Engagement and Customer Experience Are Linked.

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

Beyond Philosophy

MARCH 5, 2015

Southwest Attacks Its Late Problem Head-on with Its Customers. Southwest Airlines is a great Customer-centric airline with excellent employee engagement. Personally I hate it when you hear, “This flight is delayed because the inbound aircraft was late.” I know that! WHY was it late is always my thought….

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

NOVEMBER 11, 2014

“ Duhigg goes on to say that understanding consumers’ shopping habits and personal habits for marketing is a priority despite the fact that most of us are hardly aware of those patterns ourselves. Charles Duhigg is a staff writer for The Times and author of “ The Power of Habit: Why We Do What We Do in Life and Business. ”

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

OCTOBER 28, 2014

Natural companies, in this case specifically, stand alone in that a person answers your call and works with you until your issue is resolved. I feel that in today’s age of multi-channel options for Customer “calls” it is important to note that call routing and answering applies to all channels, whether there is a call or not.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 24, 2014

Many organizations recruit employees for their technical competence. Over time, however, it’s clear that while the technical aspect is important, the personality and attitude of your job candidates are critical to improving your Customer focus in your experience. If you would like to follow Beyond Philosophy click here.

Customer emotions 188

Customer emotions Employee engagement Customer centricity Customer retention 188