Beyond Philosophy

DECEMBER 31, 2019

I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured. In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming.

2020 153

2020 Customer Experience 2002 Consulting 153

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived.

2016 74

2016 2002 Insurance Books 74

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived.

2016 60

2016 2002 Insurance Books 60

SuiteCX

FEBRUARY 22, 2017

His book Service Management: Strategy and Leadership in Service Business, Third edition (2002) gives us the greatest insight to his thought process regarding MOTs. The organization typically dictates the customer’s journey, and therefore, determines the time and effort required from customers. Thankfully, he wrote quite a lot.

Touchpoint 45

Touchpoint Definition Airlines Interaction 45

SuiteCX

FEBRUARY 22, 2017

His book Service Management: Strategy and Leadership in Service Business, Third edition (2002) gives us the greatest insight to his thought process regarding MOTs. The organization typically dictates the customer’s journey, and therefore, determines the time and effort required from customers. Thankfully, he wrote quite a lot.

Touchpoint 40

Touchpoint Definition Airlines Interaction 40