Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what?

2010 88

2010 Customer Satisfaction Competitive Advantage 2002 88

Beyond Philosophy

JULY 13, 2021

When I was writing my first book, Building Great Customer Experiences , back in 2002, I interviewed a source from BMW who said something I never forgot: “We don’t have any ‘Only-ers’ in our organization.” If you can’t determine the customers’ perspective, hire somebody to get it.

Customer Experience 167

Customer Experience Call Center Hotels Insurance 167

Customer Guru

FEBRUARY 13, 2018

In this candid interview with Customer Guru, she discusses the challenges that she faced as a CX professional and how she resolved them. She has also explained the closed-loop process that has helped Ferns N Petals to massively improve the experience provided to customers.

Customer Experience Management 93

Customer Experience Management E Commerce Customer Experience 2002 93

SurveySensum

JULY 17, 2023

Keep Your Inventory Stocked Don’t Forget The Post-Purchase Interaction Bring People Together Like A Community Happy Employees = Satisfied Customers Keep Up With the Changing Customer Expectations Create A Multichannel Buying Experience Make Your Membership Program Meaningful Conclusion 1.

Retail 52

Retail Customer Experience Sports Customers 52

SurveySensum

JULY 17, 2023

Keep Your Inventory Stocked Don’t Forget The Post-Purchase Interaction Bring People Together Like A Community Happy Employees = Satisfied Customers Keep Up With the Changing Customer Expectations Create A Multichannel Buying Experience Make Your Membership Program Meaningful Conclusion 1.

Retail 52

Retail Customer Experience Sports Customers 52

Kerry Bodine

APRIL 30, 2019

And while Friendster (founded in 2002) paved the way for Myspace, and Myspace (founded in 2003) paved the way for our current social media giants, neither deserve credit in my book for sparking the customer experience discipline. So, when did companies start caring about customer experience?

Events 59

Events 2006 Net Promoter Score 2007 59

Kerry Bodine

APRIL 30, 2019

And while Friendster (founded in 2002) paved the way for Myspace, and Myspace (founded in 2003) paved the way for our current social media giants, neither deserve credit in my book for sparking the customer experience discipline. So, when did companies start caring about customer experience?

Events 59

Events 2006 Net Promoter Score 2007 59