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

Magellan Solutions

JANUARY 26, 2024

When we started in 2002, many of our small and medium-sized clients struggled to articulate exactly what they required or how to benchmark success beyond vague notions of “doing a good job.” We create customized dashboards to monitor those metrics for each client, going beyond simply tallying program success.

E Commerce 52

E Commerce 2002 E-support Metrics 52

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. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

GetFeedback

JANUARY 6, 2020

Personas are developed based on a combination of factors developed through research into customer goals, challenges, habits, and demographics. Measurements and metrics are put into place. . Clearly, personas require a lot of research into who your customers are and how they behave. Conduct buyer insight research. .

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

SurveySparrow

OCTOBER 19, 2020

It hosts different types of templates, including customer satisfaction, customer loyalty, event surveys, market research, opinion polls, concept testing, employee engagement, etc. . Qualtrics: It is also one of the oldest in the online survey industry, started in 2002. Customer satisfaction survey, 9.

Feedback 59

Feedback 2002 Events Customer Satisfaction 59

CX Journey

AUGUST 5, 2014

Tareq shared with me an article that suggested, nay, outright stated that "the easiest way to grow sales and double customer loyalty is to send a survey and then do nothing with the feedback." The article is based on research that was summarized in an HBR article in May 2002. O my, where to begin.

2002 62

2002 Feedback Customer Satisfaction Article 62