Beyond Philosophy

MARCH 16, 2015

I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. I don’t want to see Customer Experience go the same way as CRM. Let’s make sure we work together to avoid them for the benefit of the Customer. Customers deserve better.

2015 122

2015 CEM 2002 Books 122

Ecrion

FEBRUARY 24, 2020

This is definitely Customer Communication Management and creating the service contract is Document Automation. Customer Communication Management Tools also enable a company to: Maintain & comply with customer preferences (language, tone, format, channel, time of day, etc.). Track customer engagement levels.

Customer Experience 52

Customer Experience Multi-Channel Document 2002 52

Beyond Philosophy

SEPTEMBER 24, 2020

Customer Science is not fully defined; it’s more of a fusion between technology, Customer Experience, and behavioral science. It reminded me of 2002 when I first started talking about getting into Customer Experience. Back then, Customer Experience(CX) was still solidifying as a concept.

Net Promoter Score 139

Net Promoter Score 2002 Customers Presentation 139

Magellan Solutions

MARCH 11, 2020

Some of their outsourced services include sales, customer support, and customer experience management. It was founded in 2002 in California, where its headquarters are located to this day. Like Hubspot, LinkedIn outsources companies that specialize in customer support, as well.

Sales 52

Sales Wireless Telecommunications 2002 52

BirdEye

JANUARY 11, 2023

By creating this kind of content, you’ll generate interest in your products or services and get people to engage with your posts. Using visuals like short-form videos or high-resolution images can boost engagement. What’s the best way to convert social media followers into customers? What does social media marketing mean?

Social Media 88

Social Media Multi-Channel Advertising 2002 88

Beyond Philosophy

NOVEMBER 19, 2020

From time to time, I participate in speaking engagements and, in the time of COVID-19, virtual speaking engagements. I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. What Are Some of the Mistakes of the Past for Customer Experience?

Customer Experience 133

Customer Experience ROI 2002 2005 133

BirdEye

OCTOBER 31, 2023

Higher volume of leads from online channels With a reputation management system, customers will first see all your company’s positive reviews and mentions on online channels, especially local search and social media. This encourages them to engage with your business. Cons: NetReputation takes a more reactive stance.

Management 101

Management Social Media Multi-Channel Feedback 101