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. I wondered how I did that. 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

Beyond Philosophy

NOVEMBER 4, 2014

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. How it smells affects how it sells. Using smells in your Customer Experience is olfactory marketing, and it works. The layout is critical to appealing to our natural tendencies.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Help Scout

DECEMBER 3, 2018

My mental model of doctors was pretty naive, informed by everything from Doogie Howser to House. Of course that’s a completely unreasonable idea, and as a customer service professional, I should know that. Very often I read a customer’s question and have no clue what the answer should be. I was surprisingly disconcerted!

Document 40

Document Reference Customer Service Customer Centricity 40