Beyond Philosophy

OCTOBER 12, 2016

And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome. I am making jokes, but to be honest, I am a fan of personalization. Furthermore, the level of emotional engagement you have with a customer is what builds customer loyalty.

2002 167

2002 2016 Books Consulting 167

SaleMove

MAY 26, 2020

I was born in 1995 and got my first PC in 2002 with Windows 95 on it. I’ve been browsing the web since then. As a [close] representative of the notorious Gen Z, which now controls $45 billion in annual spending, I’ve seen cardinal changes happening in the financial services industry. Given the high expectations […].

2002 52

2002 Financial Blog Customers 52

Beyond Philosophy

DECEMBER 19, 2017

I founded Beyond Philosophy in the UK back in 2002. I see these two things being major contributory factors to the lack of success of UK companies, and it hurts me to say that, being a proud British person working in this field since 2002. My first work as a customer experience consultant was there. The Good News.

2002 153

2002 2017 Customer Centricity Consulting 153

Beyond Philosophy

SEPTEMBER 13, 2019

We started back in 2002, when nobody knew who we were, or, frankly, what a Customer Experience was. The circumstances of the attention, the bad press, and the goals for your organization all play a part in how you answer the question. To get attention, I published my thoughts on customer behavior and emotional experience anywhere I could.

2002 121

2002 Consulting Brands Loyalty 121

Beyond Philosophy

SEPTEMBER 17, 2020

Back in 2002, I spoke with Ian McAllister, former Chairman and Managing Director of Ford Motor Company, Ltd., in the UK for my book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Townsend said this was true for products that range from food to tools and so on.

2002 164

2002 Fashion Financial 2005 164

Magellan Solutions

JANUARY 26, 2024

When we started in 2002, many of our small and medium-sized clients struggled to articulate exactly what they required or how to benchmark success beyond vague notions of “doing a good job.” Q: Going back to the beginning, what inspired you to start Magellan Solutions, and what were those early days like?

E Commerce 52

E Commerce 2002 E-support Metrics 52

Customer Bliss

OCTOBER 3, 2019

She joined Citi in 2002 and held a number of portfolio management, marketing, and customer engagement positions. .” About Leslie McNamara. Prior to joining Citi, Leslie held positions with CoreStates Financial Corp, Mellon Bank, Qwest Interactive, and Proctor & Gamble.

Culture 147

Culture Customer Experience 2002 Retail 147

Beyond Philosophy

JANUARY 22, 2022

13:27 Colin reads some articles for 2002 regarding CRM, when experiences were becoming a new focus and compares it to what is happening with Customer Experience today. 08:34 We get into what Customer Science is and what it is capable of doing for businesses today.

2002 78

2002 2022 Customer Satisfaction Consulting 78

Beyond Philosophy

FEBRUARY 5, 2019

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

Consulting 110

Consulting Financial 2002 Return on Investment 110

Comm100

JANUARY 5, 2022

Live Chat is one of the biggest providers that exist today, dating back to 2002. The live chat software integrates with a range of in-house tools, as well as Facebook Messenger. Zendesk Chat .

Government 77

Government 2002 Omnichannel Download 77

Beyond Philosophy

DECEMBER 25, 2021

This new year also coincides with the 20 th anniversary of me founding my global Customer Experience Consultancy, Beyond Philosophy and publishing my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002).

2002 78

2002 2021 Customer Satisfaction Consulting 78

Beyond Philosophy

OCTOBER 23, 2021

In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was. Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products should begin at the desired Customer Experience and work backward from there.

Customer Experience 78

Customer Experience 2002 2005 Consulting 78

Beyond Philosophy

DECEMBER 31, 2019

In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured.

2020 153

2020 Customer Experience 2002 Consulting 153

Gainsight

MARCH 1, 2024

I managed my first portfolio of accounts starting in 2002, so if I am doing my math correctly … a lot of years. Maranda (VandenBroek) Dziekonski Chief Customer Officer, Swiftly Years in CS: I have been in a customer-facing position for over 20 years now. What’s changed: What hasn’t changed?

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

Experience Matters

OCTOBER 10, 2017

Thaler often collaborated with another behavioral economist (and one of my favorite economists of all time), Daniel Kahneman, who won a Nobel Prize in 2002. He’s a well-known behavioral economist and author of the popular book Nudge. Note: there’s some foul language].

2002 57

2002 Government Financial Books 57

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? It’s at an all-time low for the last 17 years.

2010 89

2010 Customer Satisfaction Competitive Advantage 2002 89

Beyond Philosophy

AUGUST 18, 2015

In “ Thinking Fast and Slow ,” Professor Daniel Kahneman, Nobel Memorial Prize in Economic Sciences recipient in 2002, explores why our mind plays tricks on us. The truth is, your mind plays tricks on you every day, and many times, it’s in one of three ways. What he discovered is that our “intuition” is not what we thought it was.

2002 165

2002 Books Reference 2015 165

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He We talk about his journey in figuring out exactly what it was, well before Fred Reichheld wrote his ground-breaking book. About Brian. He arrived at that role in October 2007.)

NPS 163

NPS Net Promoter Score 2003 2007 163

BirdEye

MAY 4, 2022

As one of the most popular review sites in the industry, they boast a 34 million-per-month consumer exposure with about 7 million consumer reviews from 2002 to 2022. DealerRater is a review site that specializes in car dealerships.

Automotive 105

Automotive 2022 2002 2021 105

Horizon CX

APRIL 6, 2021

Prince with Kathleen Logan-Prince, 2002?1st Prince with Kathleen Logan-Prince, 2002?1st Your Life is a Series of Meetings – Get a Good Life , George M. 1st Books Library, www.1stbooks.com. 1stbooks.com. Your Life is a Series of Meetings – Get a Good Life , George M. 1st Books Library, www.1stbooks.com. 1stbooks.com.

2002 59

2002 2015 Books Communication 59

Beyond Philosophy

DECEMBER 11, 2020

I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy.

Measurement 174

Measurement Management Net Promoter Score 2002 174

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. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. I am apprehensive about my industry. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. My concerns only grow as we roll into 2018.

2018 125

2018 2002 2017 Customer Experience 125

Beyond Philosophy

FEBRUARY 5, 2019

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

Consulting 60

Consulting Financial 2002 Return on Investment 60

Beyond Philosophy

MARCH 29, 2017

I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. Then, they redesigned their channels to deliver on their brand promise by integrating the brick and mortar location with their online presence. Perhaps in this way, John Lewis is omniscient in their omnichannel strategy.

Omnichannel 119

Omnichannel 2002 Hotels Consulting 119

Beyond Philosophy

JULY 13, 2021

When I was writing my first book, Building Great Customer Experiences , back in 2002, I interviewed a source from BMW who said something I never forgot: “We don’t have any ‘Only-ers’ in our organization.” ” He meant that no employee did only one thing, like be an engineer or a sales associate.

Customer Experience 167

Customer Experience Call Center Hotels Insurance 167

Beyond Philosophy

OCTOBER 19, 2016

Since 2002, I have worked with all types of industries. Who are these clients that call us wringing their hands after lying awake at night consumed with anxiety about their stagnant NPS scores? What are the easy things I say have already been done? What is this “next level of Customer Experience?”. Well, I will tell you.

Net Promoter Score 167

Net Promoter Score 2002 Insurance NPS 167

Beyond Philosophy

JULY 6, 2016

I wrote Building Great Customer Experiences , my first book about Customer Experience, in 2002 with John Ivens. This research emphasizes the fact that those organizations that truly embrace the ideology behind a culture of Customer Centricity have enormous potential for opportunity and growth in a new market.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

SaleMove

MAY 26, 2020

I was born in 1995 and got my first PC in 2002 with Windows 95 on it. I’ve been browsing the web since then. As a [close] representative of the notorious Gen Z, which now controls $45 billion in annual spending , I’ve seen cardinal changes happening in the financial services industry.

Social Media 52

Social Media Banking 2002 2025 52

Vanilla Forums

NOVEMBER 16, 2021

Founded in 2002, Qualtrics pioneered the experience management industry and developed the Experience Management (XM) Platform™ that helps organizations continually assess the quality of their four core experiences—customers, employees, products, and brands.

Customer Satisfaction 98

Customer Satisfaction 2002 Customers Brands 98

Beyond Philosophy

AUGUST 10, 2016

As Customer Experience consultants, we have asserted since 2002 that the global marketplace necessitates a focus on your competitive differentiation. Like the consumer one might expect to find in Anytown, U.S.A., or waiting for the tube in London, the consumers in the Asia Pacific region expect you to provide a customer-centered experience.

Wireless 106

Wireless 2002 Consumers Consulting 106

Beyond Philosophy

SEPTEMBER 24, 2015

Several years ago, Professor Daniel Kahneman, winner of the 2002 Nobel Memorial Prize in Economic Sciences, looked closely at the idea that our minds have two systems of thinking in his book, “Thinking Fast and Slow”. The Kind of Thinking You Use. What kind of thinking you use to arrive at a decision has a huge impact on its accuracy.

2002 150

2002 Books Consulting Government 150

Beyond Philosophy

APRIL 20, 2023

I had written two books, Building Great Customer Experiences (Palgrave Macmillan, 2002) and Revolutionize Your Customer Experience (Palgrave Macmillan, 2004), and we were flooded with inbound inquiries about our services.

2004 78

2004 2002 Consulting Books 78

Ecrion

FEBRUARY 24, 2020

Our original development team from 2002 went back to the drawing board to design our current 4th generation customer experience platform, and built the single solution to accommodate all of these capabilities and more. Our Solution. At Ecrion, we don’t know how to separate these functions from each other.

Customer Experience 52

Customer Experience Multi-Channel Document 2002 52

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 52

Technology Customer Engagement Engagement Loyalty Programs 52

CSM Magazine

MARCH 16, 2016

Field Service was launched in 2002 and has been dedicated to supporting the growth of the service industry ever since. What started off as 100 people in a room discussing the future of service has become 500 senior-level service executives being inspired while learning and developing their company as well as their careers.

Events 40

Events Customer Care 2002 2016 40

Customer Guru

FEBRUARY 13, 2018

I started my career with Convergys in 2002 as a Customer Service Representative. We encourage our readers to ask questions on similar challenges that they might have faced in their organizations while implementing customer experience measures. Please give us a short introduction into your journey to becoming a CX professional.

Customer Experience Management 93

Customer Experience Management E Commerce Customer Experience 2002 93