Customer centricity Customer emotions Sales Training 
Beyond Philosophy
MAY 23, 2024
You can tell a lot about an organization’s sophistication regarding customer centricity based on how it assesses the quality assurance of a call center. Listening to calls and talking to agents reveals what’s happening daily and is far more relevant regarding an organization’s true Customer Experience.
Beyond Philosophy
NOVEMBER 15, 2017
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. They are focused on sales or margins or operational efficiency, and, to be fair, these areas are crucial to any business.
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Beyond Philosophy
OCTOBER 2, 2017
This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. Blaming someone else is a sure sign of a company that is inwardly focused instead of looking at ways to be more customer centric.
Beyond Philosophy
APRIL 2, 2020
That’s such a substantial threat that nobody ever puts the iPhones on sale. I wrote a book in 2004, Revolutionize Your Customer Experience , that showed the four customer-centricity orientations that organizations have, which range from Naïve to Natural. Train your team on how and why. They use heuristics.
Beyond Philosophy
NOVEMBER 4, 2014
Some trains in England have lavender pumped into the carriages to create a calming travel experience. One Business-to-Business client talked to us about the smell of the engines they sell and how many Customers like that. Don’t underestimate the scent in your retail experience design.
Beyond Philosophy
SEPTEMBER 26, 2019
Berger’s research team looked at The New York Times positive and negative reviews of books and how those review affected sales. They found that there wasn’t a clear answer because, surprisingly, bad reviews didn’t necessarily hurt sales in all cases. They found that sales went up by 40 percent.
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. To build on this statement, let’s begin by looking at the results of satisfaction on downstream customer action.
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