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

Kustomer

OCTOBER 28, 2022

Since then, 81% of organizations cite CX as a competitive differentiator and research continues to support the notion that more organizations are leveraging differentiated customer experience to gain an edge against their competition. By ignoring customer service, brands are missing out on market share and revenue.

Customer Engagement 105

Customer Engagement Engagement Omnichannel 2002 105

GetFeedback

JANUARY 31, 2020

Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. Loyal customers drive increased revenue through referrals and repurchases, while the cost to acquire them has already been earned back. .

Customer Retention 150

Customer Retention Net Promoter Score Omnichannel 2002 150

GetFeedback

JANUARY 6, 2020

While both B2B and B2C have target markets, B2C tends to have a larger number of customers with shorter and simpler buying processes. . These can serve as planning tools for marketing, sales, customer service, and, of course, CX professionals. Customers are not worth the same, nor should they be treated the same.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome.

2018 125

2018 2002 2017 Customer Experience 125

BirdEye

OCTOBER 31, 2023

Managing company reputation is a complex process that requires businesses to stay alert and be aware of everything their customers and competitors say about them, both online and offline. How companies manage their online reputation determines their ability to grow in a competitive market. But this doesn’t happen automatically.

Management 109

Management Social Media Multi-Channel Feedback 109

Kustomer

FEBRUARY 25, 2020

By ignoring CX, brands are missing out on market share and revenue. In this blog post, we share three ideas and concepts that will help you modernize customer experience and transform your CX organization from a cost center into a profit center. Differentiate by Appealing to Your Customers’ Emotions.

Customer Experience 59

Customer Experience Omnichannel 2002 Customer Centricity 59