Beyond Philosophy

NOVEMBER 24, 2014

I meet many organizations that say they want to exceed Customer expectations at every moment of contact. No organization can afford to do this. The first step in exceeding your customer’s expectations is to know those expectations.”. - The Four Actions Needed to Exceed Customer Expectations.

Customer Expectations 167

Customer Expectations Net Promoter Score CEM Customer-Centric Organization 167

Aquire

NOVEMBER 17, 2021

Provide superior customer service 6. Be a customer-centric organization 9. Survey customers properly. Create a customer loyalty program. Loyal customers should be rewarded appropriately for being long-term advocates of your brand. Always try to surpass your customers’ expectations.

Social Media 97

Social Media Customer-Centric Organization E-commerce Customer Loyalty 97

Beyond Philosophy

SEPTEMBER 16, 2021

To assess an organization, we look at nine areas of internal operations to determine where they are. This time, I am tackling three more including, Customer Strategy, Marketing, and Customer Expectations. . Customer Strategy. Let’s start our first area, Customer Strategy, by reviewing Customer Segmentation.

Pharmaceutical 88

Pharmaceutical Government Legal Customer-Centric Organization 88

Beyond Philosophy

OCTOBER 7, 2021

Do you take their customers for granted? Customer-centric organizations do not. Organizations that are mistaking inertia for loyalty are open to problems once there is disruption, you know, like a global pandemic that changes how everyone perceives the world.

Customer Loyalty 172

Customer Loyalty Start-ups Customer-Centric Organization Customer Relationship 172

PeopleMetrics

OCTOBER 25, 2017

When compared with customers who had negative experiences, those who had positive experiences were more likely to recommend, trust, try new products or services, purchase more, and forgive your company after a mistake. Measuring customer feedback is the first step to measuring up to your customers’ expectations.

CEM 122

CEM Customer Experience VOC Scorecard 122

PeopleMetrics

APRIL 4, 2017

As valuable as their book is for all business leaders, it’s worth a special look for customer experience professionals. Because every interaction that fails to meet customer expectations is, in many ways, a failure. From The Other "F" Word , here are a few things you can start doing today: “Begin talking about failure.”

Gaming 94

Gaming Voice of the Customer Innovation Customer-Centric Organization 94

CX Journey

APRIL 3, 2019

This is a great time for them to learn what it means to be a part of your organization, i.e., knowing your brand promise, values and commitment, what it means to live the brand, where the priorities lie, and how to deliver a great customer experience. This is a great time to set the tone for employees.

Customer-Centric Organization 60

Customer-Centric Organization Customer Feedback Customer Expectations Touchpoint 60