Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture 2002 Customer Centricity 2007 83

Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. Our success has not been in doing everything associated with Customer Experience but knowing the bits we were good at and which ones we weren’t. . You have to invest in content marketing.

2002 88

2002 White Paper Consulting Books 88

SurveySparrow

MARCH 6, 2024

Market research! Though the company faced hiccups in its parent country, shifting to the US market brought significant growth and exposure. The founders initiated the platform to democratize the market by making it accessible to everyone. Let’s look at what sets them apart in the market. The best part?

Multi-Channel 52

Multi-Channel 2002 Healthcare Government 52

Beyond Philosophy

MAY 3, 2018

Both of the mergers will reduce the competition in each of the business sectors so the two merging companies can share costs and pool their resources to accomplish their goals of overtaking a market leader. As a global Customer Experience consultant hearing this news, I worry, too. How big is too big to care about Customer Experience?

Wireless 113

Wireless 2018 2017 2002 113

Storyminers

FEBRUARY 17, 2021

It’s similar to marketing, but it’s not just about communication. It’s also about substance, and how we can use that substance to create an emotional experience. Customer experience extends outwards from the employee experience, and politicians should look at citizens like businesses look at their employees.

2002 59

2002 Government Travel 2010 59

Qualtrics

FEBRUARY 20, 2019

While this may not sound like CX, it was an important foundation for all of my eventual work in experience management. I focused on workplace culture and structure, and their impact on GE’s overall performance”. I would help senior leaders make immediate decisions to change work rules that were impeding employees’ efforts.

2002 30

2002 B2B Culture Events 30

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