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 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 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 68

Social Media Customer-Centric Organization Customer Retention Customer Satisfaction 68

Comm100

DECEMBER 1, 2017

Companies want to understand their customers — which is why they are interested in investing in customer intelligence. A substantial 65% of businesses prioritize investing in solutions that measure customer satisfaction and loyalty as part of achieving the number three contact center priority: increasing voice of the customer strategy.

Contact Center 42

Contact Center Social Media Customer Journey Map Omnichannel 42