Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

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

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Customers want it, whether you want to do it or not.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

DECEMBER 7, 2016

Career Bliss determined the three factors that contribute to this employee happiness: Existence of a positive work environment. It would be wise to review these three elements in your employee engagement strategy. How to Measure Customer Emotions. Opportunity for career growth.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

SEPTEMBER 5, 2014

I would argue that this is not only a great strategy for customers, but also for your customers. Try the same strategy with your employees and see how effective it is for building a cohesive team. Not only that, employee engagement is a key aspect for the Customer Experience.

Employee engagement 199

Employee engagement Customer emotions Customer centricity Customer Experience 199

Beyond Philosophy

SEPTEMBER 5, 2014

I would argue that this is not only a great strategy for customers, but also for your customers. Try the same strategy with your employees and see how effective it is for building a cohesive team. Not only that, employee engagement is a key aspect for the Customer Experience.

Employee engagement 150

Employee engagement Customer emotions Customer centricity Customer Experience 150