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Aesthetics: Why This is A Vital Part of Your Experience

Beyond Philosophy

Moreover, annual reports often have statements from the CEO and other leadership about the company’s plans. 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).

2002 163
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Why Good Customer Experience Starts With Your Internal Culture

Customer Bliss

Such a large undertaking, of course, requires leadership to be on board. She joined Citi in 2002 and held a number of portfolio management, marketing, and customer engagement positions. This requires an internal culture change. Click To Tweet. Understand How Team Diversity, or Lack Thereof, Affects Your Work.

Culture 147
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3 Ways Customers’ Minds Plays Tricks on Them

Beyond Philosophy

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. Lesson: There are many applications of the anchor effect on leadership, but I’ll limit my discussion to two.

2002 165
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How NPS was pioneered at Intuit & Sprint, with Brian Andrews – CB46

Customer Bliss

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. About Brian. He arrived at that role in October 2007.) He has an MBA from Purdue University.

NPS 163
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Troublesome Trends & Predictions for 2018

Beyond Philosophy

Having worked in Customer Experience since 2002, I may be too much of a purist. However, from where I am sitting, infighting, politics, lack of vision, risk aversion and an overall a lack of leadership makes this organization destined to sink into oblivion. I am apprehensive about my industry.

2018 125
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7 Signs of Decline for the CX Movement in 2015

Beyond Philosophy

I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. Customer Experience is a way of life, a cultural change, and a commitment needed from the heart as well as the head. It is not a slogan. I see dangers on the horizon we should all try to avoid.

2015 122
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Uncovering CX in China: They’re Ready, Are You?

Beyond Philosophy

China sees us as the thought leadership of Customer Experience. I wrote Building Great Customer Experiences , my first book about Customer Experience, in 2002 with John Ivens. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. Let’s take a closer look at each of these points.