Great EX (Employee Ambassadorship) and CX (Customer Advocacy) Story: The Southwest Airlines Rep and the Passenger With Cancer

by Michael Lowenstein on January 3, 2018

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. Her luggage, containing medication for helping with the side effects of the colon cancer chemo therapy, had failed to arrive on a flight from Nashville. She panicked because the medication would be vital, post-treatment, for the chemo she had scheduled for the next day. She immediately called Southwest’s customer service line at the airport.

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Michael LowensteinGreat EX (Employee Ambassadorship) and CX (Customer Advocacy) Story: The Southwest Airlines Rep and the Passenger With Cancer

Is Your Company Surveying Employees For Their Commitment To Customers and CX?

by Michael Lowenstein on December 27, 2017

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity.

Our research and consulting experience has shown that employee satisfaction and engagement have rather incidental connection to customer behavior. Employees, though, are critical stakeholders in the delivery of experience value. So, it is vital for companies to learn where they are in creating enterprise-wide employee ambassadorship (commitment to the organization, the product/service value proposition, and the CUSTOMERS) and stakeholder-centricity

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Michael LowensteinIs Your Company Surveying Employees For Their Commitment To Customers and CX?

0: The Intuitive Customer Episode Zero

by Beyond Philosophy on December 26, 2017

Episode Zero – Colin Shaw discusses what you can expect from The Intuitive Customer podcast. Colin outlines in very understandable way, how behavioral economics and phycology fundamentally influences your customers experience and how you can use these to improve your customer loyalty and customer retention.

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Beyond Philosophy0: The Intuitive Customer Episode Zero

Not To Be Missed: The Best Of 2017

by Colin Shaw on December 26, 2017

I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more. So, celebrate your successes for 2017 but prepare for new challenges in 2018. To get you ready for what is next in Customer Experience, let us review what we have learned so far.

As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start.

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Colin ShawNot To Be Missed: The Best Of 2017

Amazing! The Feelings That Drive An Economy Might Surprise You!

by Colin Shaw on December 21, 2017

Consumer confidence is a funny thing. It is little more than a feeling, and yet it drives millions of dollars in business—especially around this time of year. A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly.

Now, to be fair, Consumer Confidence is the aggregate for 5,000 U.S. households’ feelings. The Consumer Confidence Index (CCI), measures how optimistic people are about the economy. When optimism is high, people spend more money. When pessimism is high, people spend less. If you want to better understand the CCI Investopedia’s Video on it is rather helpful (and short):

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Colin ShawAmazing! The Feelings That Drive An Economy Might Surprise You!

CX Initiatives: What if Employees Are Not On Board?

by Michael Lowenstein on December 20, 2017

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy

One of my favorite movies about business in general, and employee behavior in particular, is Office Space. The film is full of bad management-staff relationship and motivation examples, and management’s myopic need for process execution for its own sake, not the enrichment or benefit of employees, and irrespective of the impact that they will, or won’t, have on customers.

A perfect example of this is an encounter in Chotchkie’s restaurant between Stan, the micro-managing manager and Joanna, one of the wait staff (played by Jennifer Aniston), about the amount of ‘flair’ she is wearing on her uniform:

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Michael LowensteinCX Initiatives: What if Employees Are Not On Board?