Beyond Philosophy

DECEMBER 31, 2019

In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. However, it is only the first step in a broader cultural change. Once your culture embraces the concepts, the Customer Experience team brings into the organization, the shift in culture produces the results that senior management wants. .

2020 153

2020 Customer Experience 2002 Consulting 153

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Morgeson says that’s a common fallback excuse used in corporate culture, but it isn’t what the data shows. 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

APRIL 20, 2023

I enjoyed neither the unethical organizational culture nor the job itself. Therefore, you must learn about the company culture and product before joining a company. Out of the Frying Pan Into the Fire In my 20s, I sold photocopiers, but I didn’t like it. Spend time there. Read about them online. Determine who their competitors are.

2004 78

2004 2002 Consulting Books 78

Natalie Petouhof

MARCH 6, 2017

Winning leaders have realized the value of a strong and effective culture as a crucial, competitive advantage. The speakers will share research, insights and strategies for building the culture of a company that magnetically attracts the top talent. I’ve written return on investment models for the value of human capital.

Culture 40

Culture Competitive Advantage 2015 2012 40

Beyond Philosophy

OCTOBER 19, 2016

Since 2002, I have worked with all types of industries. Then, they redesigned and implemented a new Customer Experience that changed their company culture. Who are these clients that call us wringing their hands after lying awake at night consumed with anxiety about their stagnant NPS scores? Well, I will tell you.

Net Promoter Score 167

Net Promoter Score 2002 Insurance NPS 167

Beyond Philosophy

JULY 6, 2016

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. I wrote Building Great Customer Experiences , my first book about Customer Experience, in 2002 with John Ivens.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

Beyond Philosophy

MARCH 16, 2015

Customer Experience is a way of life, a cultural change, and a commitment needed from the heart as well as the head. I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. Too many are looking for a quick fix; too many fail to lead. It is not a slogan.

2015 122

2015 CEM 2002 Books 122

Beyond Philosophy

MAY 3, 2018

After all, when there are fewer places to work, fewer places where specific industry skills are valued, then why should the company create better wages and work cultures for employees? I founded my global Customer Experience consultancy in 2002. Reducing competition can have a similar effect on Customer Experience. Why should they?

Wireless 114

Wireless 2018 2017 2002 114

Beyond Philosophy

SEPTEMBER 24, 2020

It reminded me of 2002 when I first started talking about getting into Customer Experience. There are a few out there, but not an overwhelming amount. Customer Science is not fully defined; it’s more of a fusion between technology, Customer Experience, and behavioral science.

Net Promoter Score 139

Net Promoter Score 2002 Presentation Customers 139

Beyond Philosophy

SEPTEMBER 19, 2019

I have been consulting on Customer Experience since 2002. It’s a Cultural Thing. . Building long term customer experience strategies and embedding them in the culture of our organizations is crucial. Customer Experience design is often through the lens of the organization rather than from a customer’s point of view.

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

SurveySparrow

FEBRUARY 8, 2020

This was in 2002, during his tenure as the drugmaker’s head of global human resources. Act on any criticisms to improve company culture. The future of performance reviews. When Brian Jensen told his audience of HR executives that Colorcon wasn’t bothering with annual reviews anymore, they were appalled.

2002 52

2002 Feedback 2018 Culture 52

Beyond Philosophy

JANUARY 27, 2022

In 2002, Fred Reichheld, inventor of Net Promoter Score® [1] , wrote in the Harvard Business Review, “ Avoid the Four Perils of CRM.” That happens all the time with CX programs, particularly when organizations roll them out without changing the customer culture to support them properly. . It was about CRM. .

Net Promoter Score 78

Net Promoter Score 2001 2002 Customer Satisfaction 78

C3Centricity

APRIL 17, 2018

And that it involves a culture change to move the organisation in this direction. This is why I decided to take the four other qualities mentioned and see how they influence the adoption of such a culture within an organisation. OK, so I’m not talking about the 2002 Minority Report. Being data driven.

Customer Centricity 75

Customer Centricity Innovation Airlines 2002 75

Comm100

MARCH 8, 2017

Through the eyes of Nasser, the areas of leadership, people skills, teamwork, gender equality, and customer service blend into a masterful understanding of corporate culture and the customer experience. a website where businesses can explore the impact of a customer-centric culture transformation, and find the resources to do it.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Smith+co CX

JANUARY 30, 2018

In and of itself, a quick win is harmless, of course, (and may even be beneficial in the short-term) but a quick-win culture is lethal. If leadership teams are constantly chasing the fast buck, the short-term fix, that culture will permeate throughout the business and subsequently set the tone of the brand. Think of John Lewis.

2002 28

2002 2018 2017 2011 28

C Space

MARCH 25, 2020

Build cultural understanding : We have the ability to understand how customers from one side of the world to another are experiencing and reacting to changes, allowing us to tailor local marketing and comms so messages feel authentic and relevant. It keeps a business’s stakeholders close to their customers. Could that have been predicted?

2002 40

2002 Airlines 2003 Travel 40

West Monroe

NOVEMBER 11, 2021

The operating model design helps drive a safety compliance culture in which employees and contractors have positive attitudes toward compliance. Threats to pipeline infrastructure from outside sources, either physical or cyber, remain a concern.

Transportation 52

Transportation Government 2002 Technology 52

Storyminers

FEBRUARY 17, 2021

There may be cultural differences, but the fears and the problems are really the same. Before starting Storyminers in 2002, I ran a digital agency in the ‘90s and worked as IBM’s eVisionary at the turn of the millennium. It proves that we have more in common than we might have thought.

2002 59

2002 Government Travel 2010 59

C Space

JULY 21, 2020

eBay acquired PayPal in 2002 and spun it off in 2015. Outfit of the day” culture is no longer relevant in this new normal. “I Our goal remains the same: to provide an up-to-the-minute source of information, inspiration and insight on brand moves as they happen. The ‘Zoom shirt’ supports this idea.”

2020 52

2020 Brands Transportation 2002 52

Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. So, I started by writing a book on Customer Experience called Building Great Customer Experiences (Palgrave Macmillan, 2002). This culture can be complex for an entrepreneur. So, I educated them. .

2002 89

2002 White Paper Consulting Books 89

Beyond Philosophy

OCTOBER 14, 2021

Create a culture that welcomes new ideas. If you have a culture where the boss is right, and people cannot challenge you with new opinions, diverse opinions will be useless. The culture must welcome a collaborative process to allow for various ideas and visions for the organization. You must have room to try things and fail.

2002 78

2002 Culture Advertising Sports 78

Magellan Solutions

APRIL 30, 2020

In 2002, the financial giant signed a 10-year contract worth $700 million with a human resources outsourcing company. Here are some of the reasons why: Dealing with an incompatible vendor in terms of work culture. However, it can be a bane to those who won’t take the proactive measures in selecting the appropriate service provider.

2002 52

2002 Financial Retail Innovation 52

SmartKarrot

APRIL 13, 2020

Their belief in the ‘creativity’ of their engineers and the ‘culture’ of their organization proved to be productive in creating multiple products and apps for agents, managers, end customers, and developers. It was acquired by eBay in 2002 but split in 2014. It records an average of 32 payment transactions per active account.

2020 19

2020 2019 2002 2008 19

Beyond Philosophy

NOVEMBER 19, 2020

It is crucial to become champions of Customer Experience and convince people that building a culture that understands that the ultimate value the organization creates is in the experiences they provide. Finally, he recommends adopting a vision of a return on strategy and creating experiential value that will result in ROI.

Customer Experience 134

Customer Experience ROI 2002 2005 134

Qualtrics

JANUARY 7, 2020

“Leaders are in a position of power, and if they start to make unethical decisions it can quickly lead to a toxic workplace culture.”. Ethics matters in business because it is an important component of a company’s culture , its dealings with customers and suppliers, its brand and public image , and its relationship to its immediate community.

2019 26

2019 Leadership Social Media Culture 26

Magellan Solutions

MARCH 4, 2020

Dell set up its first center in Bangalore in 2001 and opened a second site in Hyderabad in 2002. Language and cultural rifts between U.S. This is because they apply western standards in a country that has very specific cultural and differences compared to the west. However, it dropped its Indian call center in 2003.

E Commerce 64

E Commerce E-support Call Center Government 64

Strativity

SEPTEMBER 14, 2016

Strativity gives a disciplined holistic approach to Customer Experience Management and foster deep, profound cultural changes that support both the journey of a customer and the profitability of a business.”. About Strativity.

2016 40

2016 Customer Experience Management 2002 Management 40

Qualtrics

FEBRUARY 20, 2019

I focused on workplace culture and structure, and their impact on GE’s overall performance”. If you don’t get your internal operations and culture right, then you stand little chance of mastering CX. CX is a reflection of your company’s culture; who you are externally is a manifestation of the internal”.

2002 30

2002 B2B Culture Events 30

Kustomer

JANUARY 14, 2021

Ed mentions, “You keep your employees happy, you provide good culture and environment and training and coaching, they’re going to deliver good service to your customers.” Next is evaluating how the brand should go about in creating and enforcing their customer service ideals. And then you take it down to the customer experience.

Multi-Channel 81

Multi-Channel Contact Center Customers Sales 81

SurveySparrow

MARCH 6, 2024

This is your chance to explore diverse cultures. The platform was founded in 2002 by a quartet: Ryan Smith, Scott M. Advanced survey logic: Features like branching, skip, and piping logic enhance questionnaire flow. Multilingual surveys: Reach global audiences with support for over 90 languages. 5 Capterra Rating: 4.6/5

Multi-Channel 52

Multi-Channel 2002 Healthcare Government 52

Brandwatch CX

JANUARY 25, 2019

Having turned down two of the biggest tech companies in the world, Zuckerberg headed off to Harvard in 2002. It’s here where the origins of Facebook can be found. It’s a decision he unlikely regrets now. Harvard and Facemash. Clearly he had bigger plans. At first the psychology choice seems strange.

2009 88

2009 2007 2008 2017 88

Strativity

DECEMBER 21, 2015

Our programs are on the cutting edge of today’s teen culture and bring passionate Judaism directly to hundreds teens every week. Every summer since 2002, teens have come to our community, thanks to the sponsorship of the YJCC’s Open Hearts, Open Homes; since that time, over 300 have participated.

Books 40

Books Financial 2001 2002 40