Beyond Philosophy

MAY 31, 2019

My colleague Professor Ryan Hamilton of Emory University and my co-author and co-host for The Intuitive Customer used to be afraid of shark attacks. It seems reasonable until you learn he lived in Ohio. So, what does that mean for your Customer Experience? Customers like to feel like they know what they are getting.

Customer Experience 127

Customer Experience Social Media CX Customer Loyalty 127

Beyond Philosophy

MAY 31, 2016

Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? Which came first, cowboys or saloons? Chickens or eggs? Satisfaction Is Almost Irrelevant.

Customer Loyalty 111

Customer Loyalty Customer Experience Sales Technology 111

CX Journey

DECEMBER 16, 2014

Want to know the secret to customer retention? I grew up on a farm in Ohio and, as a young girl, had many horses over the years. said they stopped doing business with a company due to poor customer experience. Know your customers. Remember that the employee experience drives the customer experience.

Customer Retention 83

Customer Retention Customer Acquisition Omnichannel Customer Loyalty 83

CX Journey

AUGUST 29, 2017

The Ohio Manufacturing Institute recognizes five major stakeholders in organizations. In order of importance they are: customers, owners, managers, employees, and community. Without products, and customers who buy them, there is no company. But that's not the topic of this post. Fred Reichheld You don't build a business.

Manufacturing 64

Manufacturing Customer Loyalty Customer Satisfaction Start-ups 64