Beyond Philosophy

SEPTEMBER 17, 2020

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). Managing customer perception of your aesthetics is essential. Moreover, this effect was harder to change by suggestion. .

2002 164

2002 Fashion Financial 2005 164

Gainsight

MARCH 1, 2024

Nabeeda Bakali-Abrar Customer Success Manager, Linkedin Years in CS: I have been in customer success for around four years, and as soon as I joined the CS community, I felt right at home. When I started out in 2019, not many knew what a Customer Success Manager (CSM) was. What’s changed: How widespread CS has become.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. His research focuses on customer satisfaction, customer experience, measurement, and management. Guess what? It’s at an all-time low for the last 17 years. So, how can this be?

2010 89

2010 Customer Satisfaction Competitive Advantage 2002 89

Comm100

JANUARY 5, 2022

Over the years, SaaS developers have worked with businesses to increase the efficacy and security of this vital customer service channel: most of today’s live chat providers offer some level of password protection and data encryption to help companies manage sensitive data. Zendesk Chat .

Government 77

Government 2002 Omnichannel Download 77

Beyond Philosophy

JANUARY 22, 2022

The last big thing, Customer Relationship Management (CRM), was old news. 13:27 Colin reads some articles for 2002 regarding CRM, when experiences were becoming a new focus and compares it to what is happening with Customer Experience today. After all, everyone had one at that point. Follow Colin on LinkedIn and Twitter.

2002 78

2002 2022 Customer Satisfaction Consulting 78

Beyond Philosophy

JULY 13, 2021

Unfortunately, after the trampoline arrived, the installation did not go smoothly, and my cohost’s friends spent the next few weeks managing a series of problems with it. ” In my mind, the delivery was Apple’s to manage, not mine. Managing the Customer’s Expectations about Outsourced Experience is Critical.

Customer Experience 167

Customer Experience Call Center Hotels Insurance 167

Beyond Philosophy

DECEMBER 31, 2019

In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. Many senior managers believe that we’ve given Customer Experience a fair crack of the whip. . Then, senior management cannot justify the focus that they’re putting on Customer Experience as a result. .

2020 153

2020 Customer Experience 2002 Consulting 153

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. When you’re having your regular management meetings, where are the Customer Experience and the customer stats listed on the schedule? How much time do senior and middle managers spend talking to customers?

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). This was voted on by clients and peers, we couldn’t be more honored or proud.

Consulting 110

Consulting Financial 2002 Return on Investment 110

Beyond Philosophy

DECEMBER 25, 2021

This new year also coincides with the 20 th anniversary of me founding my global Customer Experience Consultancy, Beyond Philosophy and publishing my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). Follow Colin on LinkedIn and Twitter.

2002 78

2002 2021 Customer Satisfaction Consulting 78

BirdEye

MAY 4, 2022

As one of the most popular review sites in the industry, they boast a 34 million-per-month consumer exposure with about 7 million consumer reviews from 2002 to 2022. Once you’ve created a profile on DealerRater, you can choose a package to help you get more reviews and manage the reviews you get through a number of exclusive features.

Automotive 105

Automotive 2022 2002 2021 105

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. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter.

Customer Experience 78

Customer Experience 2002 2005 Consulting 78

Beyond Philosophy

MARCH 16, 2015

My concern is the focus on improving the Customer Experience is in danger of heading the same way as Customer Relationship Management (CRM), into failure if it’s not careful. I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. Customers deserve better.

2015 122

2015 CEM 2002 Books 122

Ecrion

FEBRUARY 24, 2020

This is definitely Customer Communication Management and creating the service contract is Document Automation. Software providers offer similar form-to-document functionality under all four monikers: Customer Experience Management (CXM), Digital Experience Platform (DXP), Customer Communication Management (CCM), and Document Automation (DA).

Customer Experience 52

Customer Experience Multi-Channel Document 2002 52

LoyaltyPlus

MAY 30, 2018

The LoyaltyPlus management team was responsible for the full design of the programme and the implementation onto their management platform. The LoyaltyPlus management team was also instrumental in the partner negotiations and the establishment of a redemption centre.

2002 72

2002 2004 2012 Government 72

Beyond Philosophy

APRIL 20, 2023

Moreover, I wanted to be a manager and saw no path to that future in the photocopier business. So, I quit that job and moved to an engineering-based company with plans to become a sales manager with a sales team. Needless to say, I didn’t make manager at the engineering firm, either.)

2004 78

2004 2002 Consulting Books 78

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. Despite senior managers supporting improvements in Customer Experience, in theory, the reality is they don’t. I am apprehensive about my industry. My concerns only grow as we roll into 2018.

2018 125

2018 2002 2017 Customer Experience 125

Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). This was voted on by clients and peers, we couldn’t be more honored or proud.

Consulting 60

Consulting Financial 2002 Return on Investment 60

Beyond Philosophy

SEPTEMBER 24, 2015

In many ways, intelligence can lead smart people to make dumb decisions, creating problems for their managers. Several years ago, Professor Daniel Kahneman, winner of the 2002 Nobel Memorial Prize in Economic Sciences, looked closely at the idea that our minds have two systems of thinking in his book, “Thinking Fast and Slow”.

2002 150

2002 Books Consulting Government 150

COPC

MARCH 24, 2020

a global consulting firm that helps companies improve operations to optimize the customer experience, announces the immediate virtualization of consulting, training, certification and Vendor Management Organization (VMO) services. Measuring and managing the customer experience. COPC® Best Practices for Vendor Management Organizations.

Consulting 40

Consulting 2002 Call Center Travel 40

Vanilla Forums

NOVEMBER 16, 2021

Founded in 2002, Qualtrics pioneered the experience management industry and developed the Experience Management (XM) Platform™ that helps organizations continually assess the quality of their four core experiences—customers, employees, products, and brands.

Customer Satisfaction 98

Customer Satisfaction 2002 Customers Brands 98

SaleMove

MAY 26, 2020

I was born in 1995 and got my first PC in 2002 with Windows 95 on it. Reach them through an influencer sharing your hilarious ad, a funny video that your marketing team has produced, or a compelling blog post that helps them manage their finances. I’ve been browsing the web since then. They Reached Your Site, Now What?

Social Media 52

Social Media Banking 2002 2025 52

Magellan Solutions

MARCH 11, 2020

Eventbrite is a website and application that offers event management and ticketing services. Some of their outsourced services include sales, customer support, and customer experience management. It was founded in 2002 in California, where its headquarters are located to this day. Eventbrite.

Sales 52

Sales Wireless Telecommunications Insurance 52

Daniel Group

SEPTEMBER 16, 2020

The signs reconfirm the style of the store and management—friendly, light-hearted. Some managers may be uncomfortable encouraging humor in the workplace. A 2002 study conducted in Sweden confirmed that when individuals were shown images of smiling faces, the test subjects tended to smile as well.

Customer Experience 98

Customer Experience 2002 2007 2010 98

CSM Magazine

MARCH 16, 2016

Topics cover every area impacting your business – service revenue, preventative services, connected devices and IoT, customer experience, remote diagnostics, global service, parts management, knowledge management, training and development, workforce management, mobility, help desk support and a lot more.

Events 40

Events Customer Care 2002 2016 40

Beyond Philosophy

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. I defended my position by declaring it was a management problem. If people were too busy to remember who ordered what, then management needed to address the issue. Management should relieve the wait staff of some of their duties or training them in customer service.

Books 111

Books 2002 Sales Entertainment 111

Beyond Philosophy

JANUARY 16, 2018

These included getting C-level executive, customer-facing employee, and middle manager buy-in. In part, he authors built on ambassadorial ideas expressed in two editions of The Customer Comes Second (1992 and 2002), by Hal Rosenbluth and Diane Peters. The author had several suggestions for building customer-centricity.

Culture 83

Culture 2002 Customer Centricity 2007 83

Beyond Philosophy

NOVEMBER 20, 2015

Since 2002, I have learned some truths about starting my own business. It’s normal to have the fear of failure, to have to find your stride as leader, and to manage your faults even as “the Boss.”. My new goal was to become the world’s foremost authority on the subject. I have never looked back. And the truth is you could, too.

2002 138

2002 Books Consulting Presentation 138

Beyond Philosophy

SEPTEMBER 24, 2020

It reminded me of 2002 when I first started talking about getting into Customer Experience. The term is a repackaging of existing theories—Customer Experience, AI, technology, cloud, 5G’s potential for data collection, Customer Experience Management, and the behavioral sciences’ psychological concepts—in a new way.

Net Promoter Score 139

Net Promoter Score 2002 Presentation Customers 139

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). Back when I started Beyond Philosophy, Customer Experience was not a thing yet.

2010 78

2010 2002 2021 2019 78

Beyond Philosophy

NOVEMBER 15, 2019

In other words, how do you manage the pricing in your firm? Focusing on pricing will help you manage your price image. If your job or part of your job involves managing prices, realize that this discussion is part of a broader idea. Managing prices by themselves are probably not going to be your end goal.

2011 120

2011 2019 2002 Consulting 120

ReviewTrackers

SEPTEMBER 26, 2018

Founded in 2002, automotive website DealerRater is one of the leading car dealership review websites today, helping dealers create connections, inspire trust among automotive buyers, and sell more cars. Why Claim Your Business on DealerRater? DealerRater provides more than 4 million service and sales reviews across 41,000 U.S.

Automotive 50

Automotive 2002 Connections Information 50

Beyond Philosophy

JANUARY 27, 2022

I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). From this opportunity, Total Quality Management became the focus of organizations worldwide. . We had a problem 20 years ago, too. It was about CRM. .

Net Promoter Score 78

Net Promoter Score 2001 2002 Customer Satisfaction 78

Oracle

JANUARY 27, 2020

In part 1 of this conversation, the group covers the challenges of looking for a new solution and how to deliver service experiences consistently, and manageably, on a global scale. Read highlights below from the following customer experience experts: Nannette Bromley, Senior IT Project Manager, BISSELL.

Contact Center 45

Contact Center Technology 2002 Webinar 45

BirdEye

OCTOBER 31, 2023

Choosing the best reputation management company for your business can boost your online reputation, amplify positive feedback, and effectively handle any negative remarks. Here’s a guide on choosing the right reputation management company for your business in 2023, featuring a list of the top 7 reputation management companies.

Management 110

Management Social Media Multi-Channel Feedback 110

Beyond Philosophy

APRIL 7, 2016

In the case of the fellow I was speaking with the other day, their management perception is ‘they are doing Customer Experience now’ However, the reality is nothing has changed. When I started consulting back in 2002, no one knew what Customer Experience was. To be honest, they don’t know what they are doing.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Kerry Bodine

APRIL 30, 2019

Middle management and frontline staff got it, too. 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. And it was dead simple to understand.

Events 59

Events 2006 Net Promoter Score 2007 59