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A New Breakthrough Model of Customer Experience – Quantum Customer Centricity™

C3Centricity

Everyone is talking about the importance of customer centricity. But they should be actioning quantum customer centricity! Many people think that customer centricity is the same as customer experience. But there is a big difference between talking about putting the customer first and doing so.

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Critical Steps To Ensure Your Program Is Not Seen as Something Soft and Fluffy

Beyond Philosophy

Journey mapping can be a tricky thing for organizations. Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team.

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Exposed: The 7 Questions Everyone Should Be Asking

Beyond Philosophy

In a webinar last Thursday, I revealed our seven strategic questions we developed over the past 15 years that can help you address your customersemotional needs. They include: What is the Customer Experience you are trying to deliver? Our first question helps you develop your Customer Experience program.

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Make This Change – Your Business Depends On It!

Beyond Philosophy

Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do. However, putting the customer at the center of everything you do doesn’t have to conflict with sales, margins or operational efficiency.

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Why Most Customer Experience Programs Fail

Beyond Philosophy

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. So any change in CX must include and address the Customer centricity of the organization.

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Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Taking Journey Mapping to the Next Level. Customers are Irrational: Stop Fighting It. Please click here to learn more. appeared first on Beyond Philosophy.

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Customer Centricity: Bridging the Gap Between Expectations and Experience

Contact Center Pipeline

It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap. The firm’s research showed that while 80% of companies surveyed believed that they provided a superior experience to their customers, a mere 8% of customers held that same view.