Customer-centricity is increasingly being viewed by leaders as a strategic priority. Based on employee feedback from the PeopleMetrics 2011 Employee Engagement Trends report, this four-part series examines the seven practices that differentiate a customer-centric from a company-centric company.
Archive for the ‘Customer experience’ Category
Seven Practices of a Customer-Centric Organization: Caring Enough to Ask
Monday, February 27th, 2012The People Metric: Measuring Experiences
Tuesday, January 31st, 2012
Better experiences – every customer and employee wants them, businesses want to provide them, and solutions providers promise them. But how does one actually track something as elusive as an “experience”? The following is an introduction to how we help companies measure their delivered experiences.
If Insight Falls in a Forest of Data, Does Anybody Hear it?
Tuesday, January 24th, 2012
In a report titled, “The Digital Universe Decade – Are You Ready?” EMC stated that in 2010 alone, 1.2 zettabytes of digital information was created. This is equal to: (more…)
Brand Ambassadors: How People Bring Your Brand to Life
Thursday, January 19th, 2012
Last year we launched our first annual Brand Ambassador Awards. We have found over the past 10 plus years of working in customer and employee engagement that every company has individuals in it who continually go above and beyond for clients. Using customer feedback we uncover their stories.
The Patient Experience: How Customer-Centricity is Changing the Pharmaceutical Industry
Thursday, January 5th, 2012If there is one master customer experience rule, I think it would be this: solve your customers’ problems. Every change, every action, every improvement should have the end goal of solving a customer problem. So how does this apply to the Pharma industry?