Consulting Customer emotions Employee engagement Sales 
Beyond Philosophy
NOVEMBER 10, 2014
Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Despite understanding, many organizations still reward on operationally focused Key Performance Indicators (KPIs) like sales and productivity. Focusing on rewarding these, however, is not conducive to Customer Centricity.
Beyond Philosophy
NOVEMBER 7, 2016
Philadelphia area McDonald’s donate 100% of the income generated from coffee sales to a local youth homeless shelters. McDonald’s also has an Archways to Opportunity program that helps their employees continue their education, whether that means learning English, finishing secondary school or earning their college degree.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
NOVEMBER 10, 2014
An Electrical Retailer reduced complaints by 20%, increased levels of trust by 10% and achieved a 3% increase in ‘like for like’ sales. An Insurance company reduced certain repeat calls from 76% to 6 % achieving millions of cost-cuts and also moved Customer satisfaction from 73% to over 90%. 26 August 2014.
Beyond Philosophy
OCTOBER 28, 2014
You wait because you are “service” call, and all the agents are busy with “sales” calls. Colin is an international author of four best-selling books and an engaging keynote speaker. Naïve and Transactions companies like to transfer a call, or tell you how important you are while you wait to be answered…sometimes for a long time.
Lumoa
FEBRUARY 6, 2018
More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Companies do marketing, sales and CRM – the customer does the experience! Read the full answers here below.
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.
Beyond Philosophy
NOVEMBER 28, 2016
There’s little doubt that engaged customers can, and do, help shape the brand. From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. Further, there is no specific connection to the emotional drivers of employee experience.
Expert insights. Personalized for you.
295 
Let's personalize your content