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). Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. Be specific.

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. 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

APRIL 7, 2016

Here are two examples: Maersk Line who have improved their net promoter score by 40 points in 30 months which resulted in a 10% increase in shipping volumes. When I started consulting back in 2002, no one knew what Customer Experience was. Our work with clients shows this to be the case. Now, in 2016, some still don’t.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Kerry Bodine

APRIL 30, 2019

Event #1: Net Promoter Score ® arrived on the scene. Fred Reichheld published The Ultimate Question: Driving Good Profits and True Growth on March 2, 2006, and the book’s cover included the words: “Introducing NPS—How leading firms transform ordinary customers into promoters.” And it was dead simple to understand.

Events 59

Events 2006 Net Promoter Score 2007 59

Kerry Bodine

APRIL 30, 2019

Event #1: Net Promoter Score ® arrived on the scene. Fred Reichheld published The Ultimate Question: Driving Good Profits and True Growth on March 2, 2006, and the book’s cover included the words: “Introducing NPS—How leading firms transform ordinary customers into promoters.” And it was dead simple to understand.

Events 59

Events 2006 Net Promoter Score 2007 59

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

APRIL 7, 2016

Here are two examples: Maersk Line who have improved their net promoter score by 40 points in 30 months which resulted in a 10% increase in shipping volumes. When I started consulting back in 2002, no one knew what Customer Experience was. Our work with clients shows this to be the case. Now, in 2016, some still don’t.

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60