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4 out of 5 organizations have not increased their customer satisfaction since 2010!

Beyond Philosophy

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. It is feasible to imagine that these voices will result in firms making closer to real-time changes to products and services to provide satisfying experiences to consumers. Guess what?

2010 88
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4 CS Leaders’ Predictions for the Future of Customer Success

Gainsight

As we stand at the cusp of technological advancements and evolving consumer expectations, it’s imperative to glean insights from those at the forefront of driving CS forward. I managed my first portfolio of accounts starting in 2002, so if I am doing my math correctly … a lot of years. What’s changed: What hasn’t changed?

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Serving The Customer Of The Future

SaleMove

I was born in 1995 and got my first PC in 2002 with Windows 95 on it. Given the high expectations towards services we consume, and the examples of Netflix, Amazon and many others, it’s time to look at what some of these customer journeys look like today and where they are headed. I’ve been browsing the web since then.

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7 Books that changed our lives, will they change yours? – Essential summer reading

Beyond Philosophy

Shortly after the BT Customer Experience program was a success, I wrote my first of seven books on Customer Experience, Building Great Customer Experiences (Palgrave Macmillan, 2002) , and started my global Customer Experience consultancy, Beyond Philosophy. The End of Average How We Succeed in a World That Values Sameness. by Todd Rose.

Books 148
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Was a Gender-Neutral Doll the Right Move for Mattel?

Chadwick Martin Bailey

It was 2002. Did I ever tell you about my dissertation…? Wait, don’t go! I promise it’s interesting. My advisor and I had been studying gender stereotypes, which we found were still depressingly pervasive. Then, for my dissertation, I examined reactions to men and women who broke the mold. ambitious) women and feminine (e.g.,

2002 81
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What Do The Pioneers of Customer Experience See for the Future: And What Should You Do About It?

Beyond Philosophy

Often, Pine would have clients acknowledge that their philosophy was innovative but then ask who else had tried it. Even since I joined the movement back in 2002, the ideas of what a Customer Experience is, how it works, and what you can do to optimize it have changed a lot. What Should People Focus on Right Now?

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What a Customer First Strategy Is (And what it’s not!)

C3Centricity

Several key leadership qualities were found, including being ruthlessly customer-centric, data-driven, innovative, collaborative and agile. OK, so I’m not talking about the 2002 Minority Report. Revise your definition of “in-market” consumers. Being Innovative. Not renovation, innovation.