Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Beyond Philosophy

FEBRUARY 5, 2015

How do individuals and organizations achieve what we describe as a “natural”, or obsessive state of customer-centricity where: Emotional and rational customer needs/expectations are well understood throughout the enterprise. All employees have the responsibility of providing customer value.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

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

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

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

Customer Interactions

JULY 7, 2015

If you spend half-an-hour Googling “Voice of the Customer business impact,” you’ll no doubt stumble across the much discussed link between customer advocacy (often referenced in terms of Net Promoter Score™) & bottom-line revenue. Regardless of whose study you read, you’ll get an impressive and perhaps surprising-looking figure.

Employee engagement 28

Employee engagement Customer advocacy Customer centricity Marketing 28

ijgolding

FEBRUARY 5, 2018

Was HP a customer focused organisation at that time? In the 90’s, I can definitely say that HP was a very customer centric organisation – that is despite it essentially being an engineering business. The intention of the MRI is to enable and integrate customer thinking into all roles across an organisation.

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105