Beyond Philosophy

JANUARY 16, 2018

To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical. In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ My paradigm example is, or was, MBNA America.

Culture 83

Culture 2002 Customer Centricity 2007 83

SurveySparrow

DECEMBER 9, 2019

In 2002, I wrote my first book, Secret Service – Hidden Systems that Deliver Unforgettable Customer Service. The cost is weaker human relationships that are vital to customer experiences, employee experiences, and happiness. Commandment IX Is called Measuring The Customer Experience.

Customer Service 90

Customer Service Books 2002 Measurement 90

SurveySparrow

MARCH 6, 2024

SurveyMonkey can provide the insights you need to make informed decisions, whether conducting market research, gathering customer feedback, or measuring employee satisfaction. It is an entire experience management platform! The platform was founded in 2002 by a quartet: Ryan Smith, Scott M. 5 Capterra Rating: 4.6/5

Multi-Channel 52

Multi-Channel 2002 Healthcare Government 52

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. We Need New Thinking.

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. We Need New Thinking.

2016 60

2016 2002 Insurance Books 60

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.

2002 52

2002 Brands Feedback Measurement 52

SurveySparrow

OCTOBER 19, 2020

Qualtrics: It is also one of the oldest in the online survey industry, started in 2002. Qualtrics became the first employee management platform measuring employee experiences through key metrics powered by predictive intelligence. SAP bought Qualtrics for $8 billion in 2018.

Feedback 59

Feedback 2002 Events Customer Satisfaction 59