Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Most organizations attack the symptom not the cause. Why or why not?

Net Promoter Score 154

Net Promoter Score Customer Experience Customer-Centric Organization CEM 154

Beyond Philosophy

NOVEMBER 24, 2014

For most organizations, just meeting their Customer’s expectations would provide a good experience. To create a great experience you have to define which areas that Customers most value and exceed these aspects of the Customer Experience. This budget is earmarked to exceed Customer Expectations.

Customer Expectations 167

Customer Expectations Net Promoter Score CEM Customer-Centric Organization 167

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 110

Net Promoter Score Social Media CEM Customer Retention 110