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.” Customer-centricity, in short, is not pervasively ‘people first’. Michael Lowenstein, Ph.D.,

Culture 83

Culture Company Customer Centricity Travel 83

GetFeedback

AUGUST 14, 2019

In other words, when expectations change, so will the perceived quality and perceived value. Customers change: E xisting customers leave, and new ones come along. New customers may have different needs, expectations, and problems they are trying to solve or jobs to be done than the customers who have left.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Forrester's Customer Insights

APRIL 20, 2022

There's no such thing as a culture of resilience/innovation/collaboration. There's only culture energy. Learn more.

Culture 26

Culture Innovation Customer Change Customer Centricity 26

CX Journey

JUNE 17, 2019

First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. What that spells is a lot of opportunities for employees to take part in this journey! Customers change.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

Forrester's Customer Insights

DECEMBER 20, 2019

Corporate culture matters because it provides the framework for what and why employees and managers prioritize business objectives and how they go about executing them. Transformation depends on this adaptive workforce that drives and defines the organization.

Culture 41

Culture Management Customer Change Employee Experience 41

CX Journey

AUGUST 19, 2014

Image courtesy of infinity and beyond How can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created? Are we afraid to change? Or afraid of change? Companies change. Employees change. Customers change. Albert Einstein.

Policies 162

Policies Culture Employee Experience Video 162

CX Journey

JULY 27, 2017

We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. Customer needs change. Companies develop new products and services.

Policies 146

Policies Innovation Video Employee Experience 146