Beyond Philosophy

FEBRUARY 5, 2015

Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Most brands and corporations get by on transactional approaches to customer relationships.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

MAY 31, 2016

Whether the “touch” is by paper, by a human being or by electronic or mobile means, organizations must offer consistent, seamless and positive experiences for customers. Service, especially, is often a major differentiator and lever for either customer advocacy or, if done grudgingly or poorly, customer defection.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

PeopleMetrics

JUNE 26, 2015

Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. Their brand, corporate mythos, and customer advocacy played a large part in my stepping through their sliding glass door in the first place. Mary, June 2015.

Customer centricity 102

Customer centricity Customer advocacy Employee engagement B2B 102

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.

Employee engagement 171

Employee engagement Customer advocacy Consulting Consulting 171

ijgolding

FEBRUARY 5, 2018

It did not take long for me to start becoming interested in the customer service elements of the business. This led to me spending a lot of time in my clients stores, observing customers and how they interacted with both the products and the employees. Was HP a customer focused organisation at that time?

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. John Formica Follow @JohnFormica. Kerry Bodine Follow @kerrybodine.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

PeopleMetrics

MAY 15, 2015

By recognizing that poor-quality touchpoints can tarnish overall customer opinion, you can create more informed and cohesive customer experience strategies. Employees have to be motivated to go the distance for your customers. Deliver a noteworthy experience every time. Which is pretty cool.)

Customer Experience 104

Customer Experience Customer advocacy Employee engagement Feedback 104