Beyond Philosophy

MARCH 16, 2015

My concern is the focus on improving the Customer Experience is in danger of heading the same way as Customer Relationship Management (CRM), into failure if it’s not careful. I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. Customers deserve better.

2015 122

2015 CEM 2002 Books 122

Beyond Philosophy

APRIL 7, 2016

The idea of Customer Experience is that by improving it, you will increase your emotional engagement with your customers. In the case of the fellow I was speaking with the other day, their management perception is ‘they are doing Customer Experience now’ However, the reality is nothing has changed. What will you choose?

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Beyond Philosophy

APRIL 7, 2016

The idea of Customer Experience is that by improving it, you will increase your emotional engagement with your customers. In the case of the fellow I was speaking with the other day, their management perception is ‘they are doing Customer Experience now’ However, the reality is nothing has changed. What will you choose?

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60

Beyond Philosophy

MAY 12, 2015

Psychologist and Professor Daniel Kahneman , winner of the 2002 Nobel Memorial Prize in Economic Sciences, explains why this is in his book, “ Thinking Fast and Slow ”. Colin is an international author of four bestselling books and an engaging keynote speaker. He describes two systems in our brain that explain our thought processes.

2002 147

2002 Books Events Reference 147