2006 Culture Customer Focused 
InMoment XI
SEPTEMBER 20, 2022
How aligned they are with the company’s overall business goals and culture. As a result, it only marginally impacts customer experience and downstream behavior. In 2006, The Conference Board published “Employee Engagement: A Review of Current Research and Its Implications.” in both hard- and soft-cost terms.
Customer Bliss
JANUARY 17, 2019
As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019. When Lisa started working at Netspend in 2006, the company was relatively small and was in an industry that didn’t really exist before the company itself existed.
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Maz Iqbal
DECEMBER 18, 2014
It would provide the impetus to do better: to focus on creating superior value for customers – including providing a better Customer Experience. Is it enough to ‘force’ the incumbents to pay attention to customers and do right by customers: focus on providing superior value for customers?
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.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.
Beyond Philosophy
MARCH 19, 2015
‘Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior. Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement.
Service Untitled
APRIL 2, 2010
Service Untitled The blog about customer service and the customer service experience. The stores were all designed and recreated using the feedback of customers and customer focus groups that had been developed. So what did customers say they wanted? The customer focus group wanted wide and clutter free aisles.
Customers Rock!
MAY 5, 2011
This book has actually been a long time in the making – not so much from the perspective of how long it took to write it (see The Story below) but from the perspective that I have had this book in mind since before I began this blog in December of 2006. In fact, one of the reasons I started Customers Rock!
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