Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D., when making decisions.

Customer centricity 208

Customer centricity Banking Enterprise Government 208

Eptica

OCTOBER 23, 2019

Date: Wednesday, October 23, 2019 Author: Olivier Njamfa - CEO & Co-Founder 5 ways CEOs can build truly customer-centric organizations. Putting the customer first requires a radical shift in many businesses, with a change in strategy, culture and how they are organized. So how can CEOs create a customer-centric business?

Customer centricity 50

Customer centricity Best practices Benchmark Government 50

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

MARCH 31, 2020

Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. It is in instances of trouble, problems and even more so – crisis, that the true nature and customer-centricity of organizations (and politicians) is shown.

Airlines 500

Airlines Healthcare Government Self service 500

ShepHyken

DECEMBER 4, 2020

If this airline has primarily leisure travelers (i.e. families, vacationers, infrequent travelers) the adoption of this technology will likely be low. This is an example of the “next shiny thing” investment that is not strategic and will have a limited impact on the customer experience of that airline.

Customer Experience 346

Customer Experience Airlines Customer centricity Surveys 346

Beyond Philosophy

JANUARY 20, 2022

VanAmburg says that our society was changing to a self-service economy, with things like self-service checkout lanes at supermarkets and ordering plane tickets yourself instead of through a travel agency. Some organizations might not have enough Customer Centricity in their culture.

Customer Experience 195

Customer Experience CRM Customer centricity Self service 195

ShepHyken

MAY 28, 2023

by Tom Wormald (CustomerThink) Businesses talk a big game about customer needs, specifically the ways their particular products can meet those needs. We call this the ‘customer centric’ approach which puts the customer ‘at the heart of everything a business does’.

Customer Service 161

Customer Service Customer centricity B2C Government 161

Beyond Morale

SEPTEMBER 30, 2013

You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. Thanks to Annie Lennox, of the Eurythmics, for getting me to think about customer-centric cultures in a way that we all can relate to. Without customers they would not exist.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

Beyond Philosophy

JANUARY 18, 2017

airlines, sizing them up according to factors that matter to travelers, including delays, on-time arrivals and lost baggage. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom.

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Airlines Consulting Consulting Customer centricity 305

Beyond Philosophy

APRIL 17, 2017

United’s response: “The passengers this morning were United pass riders who were not in compliance with our dress code policy for company benefit travel.” And United’s own #UnitedJourneys hashtag – meant to be a worldwide album commemorating the joys of travel – is awash with references to the event.

Airlines 277

Airlines Customer centricity Consulting Consulting 277

Customer Guru

JANUARY 16, 2018

We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations. Owing to his expertise in Customer Experience Management, he has successfully executed various strategies and actions in order to set up customer-centric organizations across industries in India.

Real estate 110

Real estate Customer centricity Management Customer Service 110

Inbenta

JANUARY 30, 2020

Today’s travelers no longer go to their local travel agent in order to book their trips, they are more and more connected and digitally savvy, doing all their research online. “64% of travelers and 80% of business users expect travel companies to respond to them in real time.” ” (Salesforce).

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Chatbots Self service Feedback Customer centricity 121

TechSee

MAY 26, 2020

However, the data also revealed that this mindset had already begun to shift, with field service organizations aligning with other enterprises that have transitioned to more customer-centric models. Focusing on customer satisfaction as an outcome of the service interaction has led companies to shift their measures of success too.

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Customer centricity Metrics Engineering Government 109

C3Centricity

OCTOBER 29, 2017

It was an incredible Symposium run by Sitecore and I was blown away by the importance placed on customer centricity during the whole event! A customer-centric objective is more focused & will deliver more relevant insights than biz objective Click To Tweet. How can I expand my business? I = Intimacy.

Customer centricity 48

Customer centricity Journey mapping Marketing Surveys 48

TechSee

SEPTEMBER 22, 2020

Field service technicians are often forced to travel to multiple locations per day to provide installation, repair or maintenance services. Schedules are frequently volatile and technicians may be under pressure of time due to emergencies, travel delays, lengthy appointments and cancellations. handling complex equipment.

Self service 207

Self service B2B Customer centricity Technology 207

The Petrova Experience

NOVEMBER 22, 2022

The Wall Street Journal predicts this Thanksgiving will be among the busiest travel days in decades, with 55 million travelers anticipated to be moving through US airports and other transportation hubs and highways. They are grasping for tips to survive travel stress. Why is Thanksgiving Travel So Popular?

Transportation 52

Transportation Customer centricity Airlines Engineering 52

ShepHyken

FEBRUARY 18, 2022

Providing a great SaaS customer experience has far too frequently been an afterthought. Your company should adopt a customer-centric strategy by soliciting input, acting on it, and assessing progress so that you know where you stand. . But, in these competitive times, it can’t last. He is a content writer at Freshflows.

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SaaS Customer Experience B2B Feedback 173

Anexa BPO

SEPTEMBER 5, 2021

Instead of take-out, restaurants are serving in-house customers again, theatre lights have switched on and after a year and a half of lockdown, and people are actually considering their travel options. The travel industry – one of the hardest hit throughout COVID-19 – is emerging scarred, but hopeful.

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outsourcing Customer Service Customer centricity Technology 52

The Petrova Experience

DECEMBER 20, 2022

The campaign, which T-Mobile describes as 100% customer commitment , aimed to disrupt the mobile provider landscape. This included designing plans that responded to customer painpoints and acknowledged what customers need and want. Adopting a customer-centric approach, T-Mobile dropped contracts for postpaid customers.

Customer Experience 98

Customer Experience Banking Customer centricity Wireless 98

Beyond Philosophy

DECEMBER 17, 2018

Train companies, meanwhile, botched a major timetable update in May, leading to hundreds of daily train cancellations with little support for travelers. Because customers are not allowed to shop around and choose the water supplier they like best, the water companies aren’t customer-centric at all.

Government 309

Government Customer centricity Customer Experience Customer Service 309

ShepHyken

OCTOBER 17, 2017

James shares seven key components to creating a working culture that best allows for customer success, when the employees are taken care of first and foremost. Giveaway: Download James’ book Foundations for Customer Centricity at no charge! About: James Dodkins is the author of Foundations for Customer Centricity.

Customer centricity 128

Customer centricity Customer Experience Customer Service 128

The Petrova Experience

JULY 20, 2023

To recover, and to get back to the business of delivering world-class experiences to guests of restaurants, hotels, lounges, airports, and other properties, we must rethink how we strengthen teams to encounter challenges and unite around commitments to customer-centric, employee-empowered hospitality experiences.

Customer centricity 40

Customer centricity Employee engagement Engineering Management 40

Global Response

JANUARY 9, 2023

Customer focus is a business strategy aiming to center the customer’s needs, preferences and desires when making business decisions. Businesses who use a customer-focused strategy consider how each business, product or service decision will ultimately impact and help the customer. Learn what your customers want.

Airlines 62

Airlines Customer centricity Feedback Metrics 62

Russel Lolacher

DECEMBER 20, 2021

As the public face of digital communications for more than a decade, our team has built a successful social customer care program to inform, educate, engage and build trust with the public. Why does a highway opened to essential travel only have a 60km/h speed limit? Any manufactured delay doesn’t serve them. Context – the why.

Customer Care 98

Customer Care Transportation Government Construction 98

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Anexa BPO

NOVEMBER 7, 2021

The travel industry is ramping up to meet the needs of a post-pandemic world. As leisure and business travelers return, there is potential for a wave of customer dissatisfaction – at a critical time when customer loyalty is up for grabs. Do you understand your customers and what motivates them?

outsourcing 52

outsourcing Business Process Outsourcing Airlines Customer centricity 52

Customer Guru

APRIL 10, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

Anexa BPO

MARCH 18, 2022

No industry has been more deeply impacted by the pandemic than travel, and none are more strategically poised to make a successful comeback. Adventure-starved, locked-down travelers are returning to the skies, booking trips, and checking into hotels in what promises to be a huge surge for the industry. Here are our thoughts.

Chatbots 52

Chatbots Customer Service outsourcing Customer centricity 52

CSM Magazine

FEBRUARY 2, 2024

But, if your strategy focuses on providing exceptional customer service, they won’t copy you because they haven’t got the tools ready to do so. A service strategy must start with a commitment from the CEO and then travel through middle management and down to every frontline employee. I can’t emphasize this enough.

Advertising 59

Advertising Customer centricity Customer Service Marketing 59

Beyond Philosophy

DECEMBER 23, 2014

The article quotes travelers still smarting with the sting of disappointment from their unfulfilled vacation expectations. Reading these comments, I thought, “The Customers are feeling disappointed due to the way that their expectations have been set.”. Institute a Customer-Centric focus, not an operational focus.

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Customer emotions Customer centricity Customer retention Consulting 247

Beyond Philosophy

JANUARY 5, 2023

So it was up to me to get the team comfortable hopping around the garden providing a customer-centric experience. Leadership is essential when you have a customer strategy that puts the customer at the center of everything you do. Moreover, communication has to travel in both directions.

Call Center 195

Call Center Customer centricity Consulting Consulting 195

The Petrova Experience

APRIL 4, 2023

Fold tools like OpenAI into your customer experience strategy in a way that reaffirms your commitment to customer centricity. Leverage AI intentionally to add value internally to employees, business processes and budgets; and externally, to your customers. They provide travelers with the information they require.

Customer Experience 52

Customer Experience Government Customer centricity Calibration 52

CSM Magazine

NOVEMBER 2, 2023

. “Helping agents master the skills necessary to solve complex problems and deliver superior empathetic experiences will bolster the value Foundever delivers to brands that strive to improve the ever-important human aspects of outstanding customer experiences.”

Customer Experience 52

Customer Experience Coaching Telecommunications First call resolution 52

Beyond Philosophy

JANUARY 3, 2017

For customer management and high-quality experience and value delivery to be optimized, one of the changes that companies will have to institute is to start focusing on people, all of the employees within the enterprise. 10 BIG Ideas for Customer-Centric Success. The First Step in Setting up a CX Initiative.

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Consulting Consulting Interactive Voice Response Customer centricity 192

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. Disney uses Popcorn and other smells to attract people to their services.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Netomi

DECEMBER 7, 2022

Not all customers are digital natives, with some preferring more traditional methods of communication. It is imperative to adopt a holistic and customer-centric approach that caters to all generations and determine if digital-first interactions are what they desire. Silent Traditionalists and Baby Boomers are on that list.

Airlines 52

Airlines Customer Service Chatbots Multichannel 52

CSM Magazine

JUNE 24, 2021

Synergy and Customer Service Action are delighted to announce a new multi-year deal that will help shape the future of customer service. Together they aim to help businesses and brands improve their customer service and call centre by adopting a more customer centric approach.

Customer Service 52

Customer Service Automotive Customer centricity Marketing 52