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

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. More of these consumers (66%) want self-service for their needs over calling into customer care.

Wireless 106

Wireless 2002 Consumers Consulting 106

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. So, the more detail you can include in your profile, the more likely you are to connect with your customers and get them to leave a great review.

Automotive 104

Automotive 2022 2002 2021 104

Answer Dash

OCTOBER 15, 2018

In addition to tried-and-true foundational practices, our group of professionals shared their insights into new ways of approaching demand generation, improving content marketing, and leveraging early forms of machine learning and AI — all within the framework of a vastly expanded appreciation of the central role of the customer experience.

B2B 76

B2B Marketing Customer Experience 2002 76

Gainsight

MARCH 1, 2024

From leveraging emerging technologies to fostering deeper connections, these trailblazers illuminate the path ahead, guiding us towards a future where customer success is not just a strategy but a transformative force driving efficient growth and customer delight. However, my experience in CS-related roles extends over a decade.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. My Prediction.

2016 74

2016 2002 Insurance Books 74

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. My Prediction.

2016 60

2016 2002 Insurance Books 60

Beyond Philosophy

SEPTEMBER 19, 2019

In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Colson believes that in these times, human interaction and service takes on a renewed value for your Customer Experience. .

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

CSM Magazine

MARCH 16, 2016

Topics cover every area impacting your business – service revenue, preventative services, connected devices and IoT, customer experience, remote diagnostics, global service, parts management, knowledge management, training and development, workforce management, mobility, help desk support and a lot more.

Events 40

Events Customer Care 2002 2016 40

Storyminers

FEBRUARY 17, 2021

When it comes time to rebuild the severed connections and broken systems, we will need to make sure that we don’t end up with more of the same. We need a more citizen-centered approach, and it turns out that Customer Experience Thinking can help. How would you define customer experience?

2002 59

2002 Government Travel 2010 59

Comm100

MARCH 8, 2017

We have compiled the following list of customer service experts so that you don’t have to. By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

C Space

MARCH 25, 2020

The closer businesses can stay to their customers throughout, the more reactive they can be, in the most timely and sensitive way. This can inspire new customer-led principles for activations during this time. Tone/Message : Bringing customers into a community at this time will require a much more sensitive and tailored approach.

2002 40

2002 Airlines 2003 Travel 40

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

CX Workout - Ideas Blog

OCTOBER 3, 2018

My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the Service Profit Chain Institute. StoryMiners was founded in 2002. We’ve had a bunch of clients and a lot of experiences since that time.

Webinar 40

Webinar Presentation 2002 Consulting 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the Service Profit Chain Institute. StoryMiners was founded in 2002. We’ve had a bunch of clients and a lot of experiences since that time.

Webinar 40

Webinar Presentation 2002 Consulting 40

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 Guru

MARCH 7, 2018

Shweta Jha currently manages three functions in Ferns N Petals – Training, Quality, and Customer Experience. She believes that these functions are interrelated because when an organization has the right kind of employees and partners, and they are trained well, they will ensure that the customers have a great experience.

Customer Expectations 61

Customer Expectations Customer Experience E Commerce Management 61

BirdEye

JANUARY 11, 2023

It allows you to target your content so that you can interact and develop relationships with customers in each of your locations. This will lead to more meaningful connections between the business and the customer. This was followed by Friendster in 2002, Myspace in 2003, and then the launch of Facebook in 2004.

Social Media 98

Social Media Multi-Channel Advertising 2002 98

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 ”. As a result, it is always looking to connect situations to make a coherent interpretation. He describes two systems in our brain that explain our thought processes.

2002 147

2002 Books Events Reference 147

SurveySparrow

DECEMBER 9, 2019

In 2002, I wrote my first book, Secret Service – Hidden Systems that Deliver Unforgettable Customer Service. SurveySparrow: What will be the next big tech changes we see in customer service/experience? What’s the importance of online survey tools in customer experience and service?

Customer Service 90

Customer Service Books 2002 Measurement 90

BirdEye

OCTOBER 31, 2023

This helps businesses to immediately connect with the customer, address their concerns, and reduce the impact of that negative feedback. Birdeye Birdeye is an all-in-one customer experience and reputation management platform that helps local businesses improve their online reputation by providing improved digital interactions.

Management 109

Management Social Media Multi-Channel Feedback 109

CX Workout - Ideas Blog

OCTOBER 3, 2018

My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the Service Profit Chain Institute. StoryMiners was founded in 2002. We’ve had a bunch of clients and a lot of experiences since that time.

Webinar 9

Webinar Presentation 2002 Consulting 9

Talkdesk

MAY 23, 2019

What brought you to working on customer experience today? One of the most interesting ones was I built a car sharing business for Shell back in about 2001, 2002. Adrian, you mentioned your Forbes column and a couple of your books and I have to say, How to Wow, I loved, for me as a customer experience professional.

Books 8

Books 2001 2002 2004 8

Kustomer

JANUARY 14, 2021

Is that message being delivered to that customer?” That’s how you’re delivering a good customer experience. You don’t have to be a large corporation to really nail customer support. You’re listening to the Customer Service Secrets Podcast by Kustomer. Are we sharing the same message? Gabe Larsen: (00:11).

Multi-Channel 81

Multi-Channel Contact Center Customers Sales 81

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). . Personas are developed based on a combination of factors developed through research into customer goals, challenges, habits, and demographics.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. My time at GE taught me the importance of linking employee experience and customer experience.

2002 30

2002 B2B Culture Events 30

SurveySparrow

MARCH 6, 2024

What’s that one thing that connects Pollfish, SurveyMonkey, and Qualtrics? Cons Advanced features : Some users think that the tool lacks advanced customization options. It is an entire experience management platform! The platform was founded in 2002 by a quartet: Ryan Smith, Scott M. Market research!

Multi-Channel 52

Multi-Channel 2002 Healthcare Government 52