Beyond Philosophy
DECEMBER 11, 2020
I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast.
GetFeedback
JANUARY 6, 2020
After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . On the selling (vendor) side, there are salespeople, customer support reps, accounting personnel, manufacturing, accounting, legal, and more.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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?
Beyond Philosophy
JULY 13, 2021
Most organizations that outsource a call center do so to save costs, not improve their Customer Experience. Therefore, how they measure success tends to be transactional, aka, how much the call center expense was reduced, not experiential, aka, how it makes a customer feel. Treat third-party employees as if they were your own.
Customer Guru
FEBRUARY 13, 2018
We encourage our readers to ask questions on similar challenges that they might have faced in their organizations while implementing customer experience measures. Please give us a short introduction into your journey to becoming a CX professional. I started my career with Convergys in 2002 as a Customer Service Representative.
Natalie Petouhof
JULY 26, 2016
Digital experience maturity, however, provides teams the ability to identify the interaction points in the digital customer journey most sensitive to improvement so they can maximize return on performance investment and include this in the budget and resource planning activities. Covering Customer-Facing Applications. [i]
SurveySparrow
APRIL 22, 2021
In case your company has added this extra cybersecurity measure, do not be surprised! Qualtrics first started in 2002 as a tool exclusive for researchers but soon expanded its features for enterprise use. It was also the first experience management platform to measure employee experience with key metrics. Qualtrics Features.
Expert insights. Personalized for you.
174 
Let's personalize your content