Beyond Philosophy

DECEMBER 20, 2019

I have been in the Customer Experience industry since before there was such a thing. When I founded Beyond Philosophy back in 2002, no one was talking about Customer Experience. Then, things changed, and over the next decade, it changed from no one talking about Customer Experience to everyone talking about it.

2020 127

2020 2002 Return on Investment Loyalty 127

Ecrion

FEBRUARY 24, 2020

This interaction is certainly part of my Customer Experience with them. And, it was a component of a Digital Experience. This is definitely Customer Communication Management and creating the service contract is Document Automation. At Ecrion, we call that Customer Experience Automation. Document Automation.

Customer Experience 52

Customer Experience Multi-Channel Document 2002 52

Interactions

MARCH 16, 2023

The awards recognized Interactions Trustera as a Silver Stevie Winner in the Best Use of Technology in Customer Service – All Other Industries category. The Interactions-NVIDIA partnership was a Bronze Stevie Winner in the Achievement in Customer Service Automation category.

Interaction 62

Interaction Technology 2002 Customer Service 62

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. But how to do that? Let’s talk about it.

Retail 52

Retail Customer Experience Sports Customers 52

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. But how to do that? Let’s talk about it.

Retail 52

Retail Customer Experience Sports Customers 52

Beyond Philosophy

APRIL 25, 2024

In my career, storytelling demonstrating why they should be doing something through an example of another client facing a similar issue in their experience is very effective. Colin has conducted numerous educational workshops, on how to improve your Customer Experience, to inspire and motivate your team. Click here !

Customer Engagement 78

Customer Engagement Engagement 2002 Workshop 78

Beyond Philosophy

OCTOBER 12, 2016

When you make something personal for a customer, you start to create an emotional relationship with your product or service. And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome.

2002 167

2002 2016 Books Consulting 167

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. I founded Beyond Philosophy in the UK back in 2002.

2002 153

2002 2017 Customer Centricity Consulting 153

Beyond Philosophy

FEBRUARY 11, 2019

When I started my global Customer Experience consultancy in 2002, I had not been a consultant. In 2002, when I started Beyond Philosophy, no one on the broader market knew I was an expert in Customer Experience (or, frankly, what Customer Experience was). So, I told them. Give an opinion.

ROI 83

ROI Financial 2002 Consulting 83

Forrester's Customer Insights

APRIL 9, 2024

Yet, his contribution to modern economics, for which he received the Nobel Prize in 2002, remains unparalleled. He was trained as a psychologist and spent much of his career at Princeton as a psychology and public affairs professor. Kahneman’s research has shaped much of how today’s experts think about […]

2002 28

2002 Consumers Brands B2C 28

Beyond Philosophy

SEPTEMBER 13, 2019

In the early days of our global Customer Experience consultancy, Wilde’s statement sums up the marketing efforts for my brand. We started back in 2002, when nobody knew who we were, or, frankly, what a Customer Experience was. Do you and your marketing team know the answer?

2002 121

2002 Consulting Brands Loyalty 121

Forrester's Customer Insights

JULY 15, 2021

When the COVID-19 pandemic forced stores to close, online commerce pulled ahead at the fastest rate since 2002. By May 2020, more than six in 10 US online adults reported making an online transaction, such as purchasing groceries or ordering restaurant delivery, for the first time.

2002 66

2002 Consumers Retail 2020 66

Beyond Philosophy

SEPTEMBER 17, 2020

Back in 2002, I spoke with Ian McAllister, former Chairman and Managing Director of Ford Motor Company, Ltd., in the UK for my book, Building Great Customer Experiences (Palgrave Macmillan, 2002). If you don’t know what is essential to customers visually, then find out.

2002 164

2002 Fashion Financial 2005 164

Customer Guru

FEBRUARY 13, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Experience Management 93

Customer Experience Management E Commerce Customer Experience 2002 93

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? And it was dead simple to understand.

Events 59

Events 2006 Net Promoter Score 2007 59

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? And it was dead simple to understand.

Events 59

Events 2006 Net Promoter Score 2007 59

Beyond Philosophy

JANUARY 22, 2022

I started Beyond Philosophy 20 years ago when Customer Experience was the next big thing; the new concept that was going to change everything in business. The last big thing, Customer Relationship Management (CRM), was old news. Now, in 2022, I see the next big thing: Customer Science. Please tell us how we are doing!

2002 78

2002 2022 Customer Satisfaction Consulting 78

Natalie Petouhof

JULY 26, 2016

Tweet The need for customer experience to improve is not a myth. With the advent of CoIT, we’ve actually imposed a new set of demands on our customer’s brains. And at the same time customer’s flow-oriented brains simply aren’t wired to deal with poor digital experience interactions. In fact, here’s why.

Customer Experience 63

Customer Experience 2002 2006 Download 63

ijgolding

AUGUST 7, 2014

According to the British Beer & Pub Association (BBPA), the UK boasted 60,100 pubs in 2002. What they/we expect from a pub is on the whole different in 2014 to 2002. We expect the experience we have in a pub to meet and sometimes exceed our expectations. By 2012, the number had declined to 49,433. How will it fare?

Customer Experience 80

Customer Experience 2002 2014 Customers 80

SaleMove

MAY 26, 2020

I was born in 1995 and got my first PC in 2002 with Windows 95 on it. The post Serving The Customer Of The Future appeared first on Glia Blog | Digital Customer Service Explained. I’ve been browsing the web since then. Given the high expectations […].

2002 52

2002 Financial Blog Customers 52

Beyond Philosophy

DECEMBER 25, 2021

This new year also coincides with the 20 th anniversary of me founding my global Customer Experience Consultancy, Beyond Philosophy and publishing my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). Key Ideas to Improve your Customer Experience.

2002 78

2002 2021 Customer Satisfaction Consulting 78

Beyond Philosophy

FEBRUARY 5, 2019

When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Then I began conference speaking.

Consulting 110

Consulting Financial 2002 Return on Investment 110

Oracle

MARCH 14, 2019

According to National Women’s History Museum (NWHM) , these super stores were developed to both invite and accommodate women, factoring in women’s needs and interests, to develop an unforgettable customer experience females would crave more of. And they did! NWHM compares department stores to dream worlds. Merchandising.

Customer Experience 69

Customer Experience 2002 Retail Consumers 69

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? So, how can this be?

2010 89

2010 Customer Satisfaction Competitive Advantage 2002 89

Answer Dash

OCTOBER 15, 2018

In addition to tried-and-true foundational practices, our group of professionals shared their insights into new ways of approaching demand generation, improving content marketing, and leveraging early forms of machine learning and AI — all within the framework of a vastly expanded appreciation of the central role of the customer experience.

B2B 76

B2B Marketing Customer Experience 2002 76

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Comm100

JANUARY 5, 2022

Excellent user experience . If something is complicated to use, customer experience will immediately suffer, and as so will engagement. Live Chat is one of the biggest providers that exist today, dating back to 2002. The chatbox should also be inviting enough to compel the consumer to engage. Zendesk Chat . Zendesk Chat

Government 80

Government 2002 Omnichannel Download 80

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

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

Measurement 174

Measurement Management Net Promoter Score 2002 174

Beyond Philosophy

OCTOBER 19, 2016

More organizations call our Customer Experience consultancy every day with the same complaint: they aren’t seeing the same gains in Net Promoter Score (NPS) that they did when they started their Customer Experience Improvement program. My explanation is the same: The easy things in Customer Experience have been done.

Net Promoter Score 167

Net Promoter Score 2002 Insurance NPS 167

Beyond Philosophy

MARCH 29, 2017

Forbes once described the omnichannel experience as the point where “ marketing meets ubiquity ,” an apt description. Building on the Forbes concept, I say your brand promise delivered through excellent Customer Experience is what is ubiquitous. John Lewis has a great reputation for excellent Customer Experience.

Omnichannel 119

Omnichannel 2002 Hotels Consulting 119

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. About Brian. He arrived at that role in October 2007.)

NPS 163

NPS Net Promoter Score 2003 2007 163

Beyond Philosophy

AUGUST 10, 2016

It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. In other words, the Customer Experience matters here more than it did even a couple of years ago. Much of this value derives from how your Customer Experience makes them feel. Are you ready?

Wireless 106

Wireless 2002 Consumers Consulting 106

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. There are a few out there, but not an overwhelming amount.

Net Promoter Score 139

Net Promoter Score 2002 Presentation Customers 139

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”.

2015 122

2015 CEM 2002 Books 122

Beyond Philosophy

AUGUST 18, 2015

In “ Thinking Fast and Slow ,” Professor Daniel Kahneman, Nobel Memorial Prize in Economic Sciences recipient in 2002, explores why our mind plays tricks on us. Discovering What Customers Don’t Know Themselves. The post 3 Ways Customers’ Minds Plays Tricks on Them appeared first on. Follow Colin Shaw on Twitter @ColinShaw_CX.

2002 165

2002 Books Reference 2015 165