Beyond Philosophy

NOVEMBER 24, 2014

Four actions must accompany the design of an experience that exceeds Customer Expectations: Managing, Researching, Reviewing, and Supporting. Reviewing: One thing all Customer-centric companies know is that Customer expectations change. What might have been enough last year, is not enough this year.

Customer Expectations 167

Customer Expectations Net Promoter Score CEM Customer-Centric Organization 167

Beyond Philosophy

OCTOBER 6, 2014

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. The symptom is a poor experience; the cause is their lack of Customer centricity. Some organizations might not know.

Net Promoter Score 154

Net Promoter Score Customer Experience Customer-Centric Organization CEM 154

Beyond Philosophy

OCTOBER 6, 2014

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. The symptom is a poor experience; the cause is their lack of Customer centricity. Some organizations might not know.

Net Promoter Score 60

Net Promoter Score Customer Experience Customer-Centric Organization CX 60

Beyond Philosophy

OCTOBER 6, 2014

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. The symptom is a poor experience; the cause is their lack of Customer centricity. Some organizations might not know.

Net Promoter Score 60

Net Promoter Score Customer Experience Customer-Centric Organization CX 60

Beyond Philosophy

OCTOBER 21, 2014

When you have this type of emotional connection with your employees, your organization can become the most naturally Customer-centric organization, at least in this first area of the nine. Happy and pleased as it applies to employees means fulfilled by their work and feeling like they are making a difference.

Social Media 92

Social Media Customer-Centric Organization Customer Retention Customer Satisfaction 92

Beyond Philosophy

OCTOBER 21, 2014

When you have this type of emotional connection with your employees, your organization can become the most naturally Customer-centric organization, at least in this first area of the nine. Happy and pleased as it applies to employees means fulfilled by their work and feeling like they are making a difference.

Social Media 68

Social Media Customer-Centric Organization Customer Retention Customer Satisfaction 68

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

Retail 97

Retail Customer-Centric Organization Construction Innovation 97