Beyond Philosophy

SEPTEMBER 13, 2019

In the early days of our global Customer Experience consultancy, Wilde’s statement sums up the marketing efforts for my brand. We started back in 2002, when nobody knew who we were, or, frankly, what a Customer Experience was. Do you and your marketing team know the answer?

2002 121

2002 Consulting Brands Loyalty 121

Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Customer Experience 133

Customer Experience ROI 2002 2005 133

Kustomer

FEBRUARY 25, 2020

With this in mind, brands are beginning to realize that customer experience is directly tied to their revenue. According to a 2016 study by Forrester, superior CX drives superior revenue growth in industries where customers can easily switch to competitors that deliver a differentiated customer experience.

Customer Experience 59

Customer Experience Omnichannel 2002 Customer Centricity 59

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. I founded Beyond Philosophy in the UK back in 2002.

2002 153

2002 2017 Customer Centricity Consulting 153

Beyond Philosophy

APRIL 25, 2024

Storytelling is an essential part of communication with customers, too. Today, we examine why storytelling is a powerful tool in a marketer’s toolbox. In my career, storytelling demonstrating why they should be doing something through an example of another client facing a similar issue in their experience is very effective.

Customer Engagement 78

Customer Engagement Engagement 2002 Workshop 78

Beyond Philosophy

FEBRUARY 11, 2019

When I started my global Customer Experience consultancy in 2002, I had not been a consultant. In 2002, when I started Beyond Philosophy, no one on the broader market knew I was an expert in Customer Experience (or, frankly, what Customer Experience was). So, I told them.

ROI 83

ROI Financial 2002 Consulting 83

Beyond Philosophy

SEPTEMBER 17, 2020

It turns out that the use of color and package design, among other aesthetic elements, affects customer behavior more than you might think. . We had Claudia Townsend, associate professor of marketing at the University of Miami at the Miami Herbert Business School, as a recent podcast guest.

2002 163

2002 Fashion Financial 2005 163

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what? So, how can this be?

2010 88

2010 Customer Satisfaction Competitive Advantage 2002 88

Beyond Philosophy

FEBRUARY 5, 2019

When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Then I began conference speaking.

Consulting 110

Consulting Financial 2002 Return on Investment 110

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? And it was dead simple to understand.

Events 59

Events 2006 Net Promoter Score 2007 59

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? And it was dead simple to understand.

Events 59

Events 2006 Net Promoter Score 2007 59

Comm100

JANUARY 5, 2022

Not all live chat platforms are created equal, so to make sure you pick the right vendor, this blog will take a look at: The top 4 factors to consider when choosing a live chat provider The best live chat providers for government websites on the market. Excellent user experience . Read this guide to do this for live chat.

Government 82

Government 2002 Omnichannel Download 82

Forrester's Customer Insights

APRIL 9, 2024

Yet, his contribution to modern economics, for which he received the Nobel Prize in 2002, remains unparalleled. He was trained as a psychologist and spent much of his career at Princeton as a psychology and public affairs professor. Kahneman’s research has shaped much of how today’s experts think about […]

2002 28

2002 Consumers Brands B2C 28

Kustomer

OCTOBER 28, 2022

According to a 2016 study by Forrester, superior modern customer service drives superior revenue growth in industries where customers can easily switch to competitors that deliver a differentiated customer experience. By ignoring customer service, brands are missing out on market share and revenue.

Customer Engagement 105

Customer Engagement Engagement Omnichannel 2002 105

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome.

2018 125

2018 2002 2017 Customer Experience 125

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. Three Truths Every Marketer Should Know about CX in China. Let’s take a closer look at each of these points.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

Oracle

MARCH 14, 2019

According to National Women’s History Museum (NWHM) , these super stores were developed to both invite and accommodate women, factoring in women’s needs and interests, to develop an unforgettable customer experience females would crave more of. And they did! NWHM compares department stores to dream worlds. Merchandising.

Customer Experience 69

Customer Experience 2002 Retail Consumers 69

Natalie Petouhof

JULY 26, 2016

Tweet The need for customer experience to improve is not a myth. With the advent of CoIT, we’ve actually imposed a new set of demands on our customer’s brains. And at the same time customer’s flow-oriented brains simply aren’t wired to deal with poor digital experience interactions. In fact, here’s why.

Customer Experience 63

Customer Experience 2002 2006 Download 63

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Optimove

JUNE 22, 2023

NFC (Near Field Communication) Not the first thing that comes to mind when we think of location targeting, NFC – or near field communication – made its debut in 2002, and today is frequently utilized by big brands to connect with customers to deliver these hyper-impactful moments that can make or break a campaign. 

Technology 98

Technology Customer Engagement Engagement Loyalty Programs 98

BirdEye

OCTOBER 31, 2023

Managing company reputation is a complex process that requires businesses to stay alert and be aware of everything their customers and competitors say about them, both online and offline. How companies manage their online reputation determines their ability to grow in a competitive market. But this doesn’t happen automatically.

Management 109

Management Social Media Multi-Channel Feedback 109

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

Measurement 174

Measurement Management Net Promoter Score 2002 174

Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. Many years ago, I decided to be a conference speaker on Customer Experience. With Customer Experience in mind as a topic, you could choose many aspects of experiences. I hesitated.

2002 88

2002 White Paper Consulting Books 88

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. They’d want to know what was happening in sales, marketing, leads.

NPS 163

NPS Net Promoter Score 2003 2007 163

Beyond Philosophy

MARCH 29, 2017

Forbes once described the omnichannel experience as the point where “ marketing meets ubiquity ,” an apt description. Building on the Forbes concept, I say your brand promise delivered through excellent Customer Experience is what is ubiquitous. John Lewis has a great reputation for excellent Customer Experience.

Omnichannel 119

Omnichannel 2002 Hotels Consulting 119

GetFeedback

JANUARY 31, 2020

Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. Loyal customers drive increased revenue through referrals and repurchases, while the cost to acquire them has already been earned back. . To retain loyal customers, you need to get actionable feedback.

Customer Retention 150

Customer Retention Net Promoter Score Omnichannel 2002 150

Beyond Philosophy

MAY 3, 2018

How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently.

Wireless 113

Wireless 2018 2017 2002 113

Beyond Philosophy

FEBRUARY 20, 2017

And unless you recognize its power, you may make critical mistakes with your customer experience. As described by Professor Daniel Kahneman of Princeton’s Woodrow Wilson School (and winner of the 2002 Nobel Memorial Prize for Economics), we have a tendency to evaluate things in terms of gains and losses.

2002 121

2002 Rewards Programs Consulting Books 121

Beyond Philosophy

FEBRUARY 5, 2019

When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Then I began conference speaking.

Consulting 60

Consulting Financial 2002 Return on Investment 60

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. There are a few out there, but not an overwhelming amount.

Net Promoter Score 139

Net Promoter Score 2002 Presentation Customers 139

Beyond Philosophy

JULY 20, 2021

While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and your Customer Experience management goals for the organizations. The Experience Economy: Competing for Customer Time, Attention, and Money.

Books 148

Books Consulting 2002 Entertainment 148

SurveySparrow

MARCH 6, 2024

Market research! Though the company faced hiccups in its parent country, shifting to the US market brought significant growth and exposure. The founders initiated the platform to democratize the market by making it accessible to everyone. Let’s look at what sets them apart in the market. The best part?

Multi-Channel 52

Multi-Channel 2002 Healthcare Government 52

Beyond Philosophy

AUGUST 10, 2016

It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. In other words, the Customer Experience matters here more than it did even a couple of years ago. Much of this value derives from how your Customer Experience makes them feel. Are you ready?

Wireless 106

Wireless 2002 Consumers Consulting 106

Beyond Philosophy

APRIL 20, 2023

Expanding Too Quickly Around 2004, I made the mistake of thinking that my global Customer Experience Consultancy was about to experience rapid growth. At this point, I had done little more marketing for my Customer Experience consultancy than writing and marketing the books.

2004 78

2004 2002 Consulting Books 78

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. You can see the whole chart here. The answer is YES!

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . While both B2B and B2C have target markets, B2C tends to have a larger number of customers with shorter and simpler buying processes. .

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Beyond Philosophy

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. ” We discussed marketing efforts in our latest podcast. .” ” We discussed marketing efforts in our latest podcast. One of the things that came up was the question, when marketing an idea or organization, is any press good press?

Books 110

Books 2002 Sales Entertainment 110