Beyond Philosophy

OCTOBER 23, 2021

In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving.

Customer Experience 78

Customer Experience 2002 2005 Consulting 78

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). Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy.

Measurement 174

Measurement Management Net Promoter Score 2002 174

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. Too often, the top team doesn’t interact with customers. When senior management never interacts with customers, it shows that they don’t prioritize customers at their level. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Beyond Philosophy

AUGUST 10, 2016

Some interesting facts about Telecom consumers in the countries that make up the Asia-Pacific region revealed in the survey include: From India: Most people, (86%) want to use digital channels to interact with online businesses (like Amazon.com). Also, in the Philippines, many of the preferences for digital interaction were higher.

Wireless 106

Wireless 2002 Consumers Consulting 106

Ecrion

FEBRUARY 24, 2020

This interaction is certainly part of my Customer Experience with them. Scalable rendering of communications in batch, on-demand or interactively. Employ a 360-degree view of customer interactions. Create and distribute interactive communications. Interactive data presentation and data capture from any device.

Customer Experience 52

Customer Experience Multi-Channel Document 2002 52

Experience Matters

OCTOBER 10, 2017

Thaler often collaborated with another behavioral economist (and one of my favorite economists of all time), Daniel Kahneman, who won a Nobel Prize in 2002. Thaler applied behavioral economics to government interactions with citizens. Note: there’s some foul language]. So what does this have to do with CX design?

2002 57

2002 Government Financial Books 57

Optimove

JUNE 22, 2023

As customers walk around a store, beacons have the capability to deliver interactive experiences straight to customer smartphones: so when a customer is in-store browsing a new range of cosmetics, for example, the trigger action could be an SMS with a link to a product demo video, along with a buy-one-get-second-half-price offer.

Technology 52

Technology Customer Engagement Engagement Loyalty Programs 52

Beyond Philosophy

MARCH 29, 2017

I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. We define Customer Experience as: A Customer Experience (CX) is a Customer’s perception of their rational, physical, emotional, subconscious, and psychological interaction with any part of an organization.

Omnichannel 119

Omnichannel 2002 Hotels Consulting 119

Beyond Philosophy

JULY 13, 2021

When I was writing my first book, Building Great Customer Experiences , back in 2002, I interviewed a source from BMW who said something I never forgot: “We don’t have any ‘Only-ers’ in our organization.” ” He meant that no employee did only one thing, like be an engineer or a sales associate.

Customer Experience 167

Customer Experience Call Center Hotels Insurance 167

Daniel Group

SEPTEMBER 16, 2020

In your personal buying, do you often experience humor in your interaction with providers? A 2002 study conducted in Sweden confirmed that when individuals were shown images of smiling faces, the test subjects tended to smile as well. If the customer with which you are interacting is upset, it is not the best time to use humor.

Customer Experience 98

Customer Experience 2002 2007 2010 98

SaleMove

MAY 26, 2020

I was born in 1995 and got my first PC in 2002 with Windows 95 on it. I’ve been browsing the web since then. As a [close] representative of the notorious Gen Z, which now controls $45 billion in annual spending , I’ve seen cardinal changes happening in the financial services industry.

Social Media 52

Social Media Banking 2002 2025 52

Beyond Philosophy

SEPTEMBER 19, 2019

Colson believes that in these times, human interaction and service takes on a renewed value for your Customer Experience. . I have been consulting on Customer Experience since 2002. Causon says she recognizes as a consumer she has times when she needs to have that human interaction and that degree of empathy and understanding.

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

SurveySensum

JULY 17, 2023

Make Shopping Easy & Fun Make Every Interaction Epic! This involves creating a seamless and user-friendly interface for both online and physical stores, as well as incorporating interactive elements that enhance the overall experience. Make Every Interaction Epic! And how can you incorporate them? Let’s talk about it.

Retail 52

Retail Customer Experience Sports Customers 52

SurveySensum

JULY 17, 2023

Make Shopping Easy & Fun Make Every Interaction Epic! This involves creating a seamless and user-friendly interface for both online and physical stores, as well as incorporating interactive elements that enhance the overall experience. Make Every Interaction Epic! And how can you incorporate them? Let’s talk about it.

Retail 52

Retail Customer Experience Sports Customers 52

CSM Magazine

MARCH 16, 2016

Experience tons of sessions, interactive learning, guest speakers and keynotes, all in beautiful Palm Springs. Field Service was launched in 2002 and has been dedicated to supporting the growth of the service industry ever since. That’s Field Service. You’ll never forget the four days you spend here.

Events 40

Events Customer Care 2002 2016 40

Customer Guru

FEBRUARY 13, 2018

I started my career with Convergys in 2002 as a Customer Service Representative. I was genuinely fond of meeting and interacting with people, so the aviation industry was a perfect fit for me. Please give us a short introduction into your journey to becoming a CX professional.

Customer Experience Management 93

Customer Experience Management E Commerce Customer Experience 2002 93

Beyond Philosophy

DECEMBER 30, 2021

Twenty years ago, at this time of the year, I started my global Customer Experience consultancy, Beyond Philosophy, and published my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). People have responded, and it has been rewarding and interactive to solve their business “pickles.”

2010 78

2010 2002 2021 2019 78

Beyond Philosophy

APRIL 7, 2016

When I started consulting back in 2002, no one knew what Customer Experience was. We define it as: A customer’s perception of their rational, physical, emotional, subconscious, and psychological interaction with any part of an organization. Now, in 2016, some still don’t. You hear the term everywhere. You hear the term everywhere.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Kerry Bodine

APRIL 30, 2019

And while Friendster (founded in 2002) paved the way for Myspace, and Myspace (founded in 2003) paved the way for our current social media giants, neither deserve credit in my book for sparking the customer experience discipline. Yes, yes, social networks existed long before YouTube, Twitter, and Facebook.

Events 59

Events 2006 Net Promoter Score 2007 59

Kerry Bodine

APRIL 30, 2019

And while Friendster (founded in 2002) paved the way for Myspace, and Myspace (founded in 2003) paved the way for our current social media giants, neither deserve credit in my book for sparking the customer experience discipline. Yes, yes, social networks existed long before YouTube, Twitter, and Facebook.

Events 59

Events 2006 Net Promoter Score 2007 59

Natalie Petouhof

JULY 26, 2016

And at the same time customer’s flow-oriented brains simply aren’t wired to deal with poor digital experience interactions. But instead of offering a series of smoothly sequential flows, websites and mobile applications are characterized by lag, downtime, and restarts. And it can be tempting to label customers picky and impatient.

Customer Experience 63

Customer Experience 2002 2006 Download 63

COPC

MARCH 24, 2020

virtual training courses are offered in five languages and provide students with live interactions, including one-on-ones with instructors, as well as group discussions and case work. has been advising VMOs since 2002, helping clients maximize the value they gain from their outsourced service providers (OSPs).

Consulting 40

Consulting 2002 Call Center Travel 40

Beyond Philosophy

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. His interactive style and down-to-earth attitude engages audiences with humor and practical examples. Well…It depends! I implemented a strategy based on one of Oscar Wilde’s phrases. ” We discussed marketing efforts in our latest podcast.

Books 110

Books 2002 Sales Entertainment 110

Beyond Philosophy

NOVEMBER 15, 2019

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. Since 2002, we have consulted brands all over the world and completed hundreds of successful implementations. There are many reasons for it, and you are responsible for a lot of them. Beyond Philosophy can help.

2011 120

2011 2019 2002 Consulting 120

Oracle

JANUARY 27, 2020

The core CRM solution had not been upgraded since 2002, and was highly customized to support the business. We now are able to see any interaction that’s done anywhere around the world, so it gives us the ability to move that direction. We’re not there yet, but we’re getting closer! Want to learn more?

Contact Center 45

Contact Center Technology 2002 Webinar 45

Beyond Philosophy

APRIL 7, 2016

When I started consulting back in 2002, no one knew what Customer Experience was. We define it as: A customer’s perception of their rational, physical, emotional, subconscious, and psychological interaction with any part of an organization. Now, in 2016, some still don’t. You hear the term everywhere. You hear the term everywhere.

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60

Storyminers

MARCH 26, 2018

Since our founding as a customer experience design consultancy in 2002, StoryMiners has helped over 500 clients on 700+ projects in over 20 countries (and in 4 languages). How We Reinvented Our Own CX. Clients rave about the business results we help them achieve with CX and story. So, we opened up a project file and got to work!

Workshop 40

Workshop 2002 Social Media 2018 40

Comm100

FEBRUARY 1, 2023

85% of Gen Z (those 25 and under) prefer chat or automated interactions for customer service over phone calls. When students are more comfortable with online interactions than in-person ones, bringing higher ed live chat to colleges and universities is the only way to meet students on their terms.

2009 86

2009 Communication 2002 Connections 86

Oracle

MARCH 14, 2019

While mannequins allow consumers to visualize outfits, there are other types of merchandising methods radically transforming how customers shop, making it an interactive experience. Entertainment. “Retailtainment” has ties all the way back to the creation of window displays during the rise of department-store shopping. .

Customer Experience 69

Customer Experience 2002 Retail Consumers 69

Answer Dash

OCTOBER 15, 2018

It’s really about understanding who your customers are, knowing where they interact and learn about what you’re selling and marketing, and creating a process that appeals to them and reaches them in the right places at the right time,” said Doug Sechrist, vice president of demand marketing at Zenefits.

B2B 76

B2B Marketing Customer Experience 2002 76

Very Best Service

JANUARY 20, 2011

definition #2 (source: business dictionary.com) : " All interactions between a customer and a product provider at the time of sale, and thereafter." definition #4 (source: WordIQ.com): " Customer service is the set of behaviors that a business undertakes during its interaction with its customers."

Definition 40

Definition Customer Service 2002 2013 40

C Space

MARCH 25, 2020

To Anticipate Tomorrow : Getting a sense of what people are doing today instead of interacting with their brand, which they’ll keep doing when the pandemic is over – to either minimize risk or be ready for possible future opportunities. The COVID-19 situation is extremely complex and fast-moving. Could that have been predicted?

2002 40

2002 Airlines 2003 Travel 40

SurveySparrow

OCTOBER 19, 2020

With surveys, you will be able to understand what customers think about your product, about your service, how they feel at the interaction touchpoints and even get to know if they are planning to leave you or not. Qualtrics: It is also one of the oldest in the online survey industry, started in 2002.

Feedback 59

Feedback 2002 Events Customer Satisfaction 59

Kerry Bodine

APRIL 30, 2019

And while Friendster (founded in 2002) paved the way for Myspace, and Myspace (founded in 2003) paved the way for our current social media giants, neither deserve credit in my book for sparking the customer experience discipline. Yes, yes, social networks existed long before YouTube, Twitter, and Facebook.

Events 18

Events 2006 Net Promoter Score 2007 18

C Space

APRIL 18, 2019

In 2002, Sepso jumped on the opportunity and co-founded Major League Gaming, which became one of the largest esports (or, competitive gaming) companies in the world. Back in the early 2000s, he noticed the rising popularity of competitive video gaming in South Korea. He eventually sold MLG to Activision Blizzard.

Apparel 40

Apparel Social Media Entertainment 2002 40

Grade.us

AUGUST 15, 2017

Then in 2002 when WhiteWave sold Silk to Dean Foods their products became just “ natural. The new owners made significant and drastic changes, causing customers to abandon the company in droves. · Consistency. Customers want you to stay true to who you are. ” Stating they felt betrayed, customers called for a boycott.

Customer Service 38

Customer Service 2002 Loyalty Customers 38

GetFeedback

JANUARY 31, 2020

Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. Asking customers whether or not they were satisfied with their overall experience isn’t enough—you need to focus on a narrower point of interaction.

Customer Retention 150

Customer Retention Net Promoter Score Omnichannel 2002 150