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. Customer Experience is a way of life, a cultural change, and a commitment needed from the heart as well as the head.

2015 122

2015 CEM 2002 Books 122

Beyond Philosophy

JANUARY 27, 2022

I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). In 2002, Fred Reichheld, inventor of Net Promoter Score® [1] , wrote in the Harvard Business Review, “ Avoid the Four Perils of CRM.”

Net Promoter Score 78

Net Promoter Score 2001 2002 Customer Satisfaction 78

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. According to Shaw, “When I started Beyond Philosophy, in 2002 the subject of Customer Experience was new.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0