Customer Bliss

OCTOBER 3, 2019

In today’s episode, I chat with Leslie McNamara , who is the Chief Marketing Officer and Managing Director in workforce development at Citi Retail Services. In her role, Leslie merges workforce development with marketing, working directly with retailers. How does the diversity of your team affect their output and synergy?

Culture 147

Culture Customer Experience 2002 Retail 147

Beyond Philosophy

DECEMBER 19, 2017

Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. I founded Beyond Philosophy in the UK back in 2002. Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Brands in the U.S., however, rose from 7.42 in 2016 to 7.75

2002 153

2002 2017 Customer Centricity Consulting 153

Beyond Philosophy

SEPTEMBER 17, 2020

We had Claudia Townsend, associate professor of marketing at the University of Miami at the Miami Herbert Business School, as a recent podcast guest. ” As a result, the focus on aesthetics has become universal in marketing efforts today. . in the UK for my book, Building Great Customer Experiences (Palgrave Macmillan, 2002).

2002 164

2002 Fashion Financial 2005 164

Beyond Philosophy

FEBRUARY 5, 2019

So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). If you aren’t original, then you aren’t really adding anything of value to the greater business community, or the reputation of marketing consultants in general. Have an original idea.

Consulting 110

Consulting Financial 2002 Return on Investment 110

Comm100

JANUARY 5, 2022

Not all live chat platforms are created equal, so to make sure you pick the right vendor, this blog will take a look at: The top 4 factors to consider when choosing a live chat provider The best live chat providers for government websites on the market. There is no shortage of live chat providers on the market. Zendesk Chat .

Government 76

Government 2002 Omnichannel Download 76

Answer Dash

OCTOBER 15, 2018

Our team at BrightTALK recently had a chance to interview a number of marketing professionals and get their thoughts and predictions about some of the key trends in B2B marketing. Now more than ever, marketers have a variety of new and traditional options in their toolboxes.

B2B 76

B2B Marketing Customer Experience 2002 76

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Unfortunately, many companies still don’t give that credit to their market research folks and what the marketing metrics tell them. Guess what? It’s at an all-time low for the last 17 years.

2010 89

2010 Customer Satisfaction Competitive Advantage 2002 89

Beyond Philosophy

DECEMBER 31, 2019

In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. If you get a lot of new customers but lose a bunch of old ones, then you won’t increase your market share. . Customer Experience has matured. It was quite a gamble to take it on since nobody was talking about it then.

2020 153

2020 Customer Experience 2002 Consulting 153

Beyond Philosophy

JULY 6, 2016

Three Truths Every Marketer Should Know about CX in China. China has potential to leap-frog other markets as it is a massive opportunity. This research emphasizes the fact that those organizations that truly embrace the ideology behind a culture of Customer Centricity have enormous potential for opportunity and growth in a new market.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He The Intuit guys weren’t fans of market research: you overpaid for it, no one really used it, and it was easy to cross-tab your way out of bad data. About Brian. He arrived at that role in October 2007.)

NPS 163

NPS Net Promoter Score 2003 2007 163

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. However, after probing further, I learned he was in market research a year ago and changed his job title. Many people jumped on the bandwagon and like my friend in market research, changed their job titles. I am apprehensive about my industry.

2018 125

2018 2002 2017 Customer Experience 125

Beyond Philosophy

FEBRUARY 5, 2019

So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). If you aren’t original, then you aren’t really adding anything of value to the greater business community, or the reputation of marketing consultants in general. Have an original idea.

Consulting 60

Consulting Financial 2002 Return on Investment 60

Optimove

JUNE 22, 2023

NFC (Near Field Communication) Not the first thing that comes to mind when we think of location targeting, NFC – or near field communication – made its debut in 2002, and today is frequently utilized by big brands to connect with customers to deliver these hyper-impactful moments that can make or break a campaign. 

Technology 52

Technology Customer Engagement Engagement Loyalty Programs 52

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). Attention Cluster: These emotions are what marketing tries to evoke. They get customers’ attention and draw them in.

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. However, once the market reached its saturation point, the companies realized they were losing customers pretty fast (called churn). I wondered how I did that. Are you too focused on sales revenue?

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Beyond Philosophy

MARCH 29, 2017

Forbes once described the omnichannel experience as the point where “ marketing meets ubiquity ,” an apt description. I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. Furthermore, there are seven essential elements to your omnichannel approach that you can’t afford to forget.

Omnichannel 119

Omnichannel 2002 Hotels Consulting 119

Magellan Solutions

MARCH 11, 2020

Among these services, outsourcing sales and marketing operations is very popular. Outsourced marketing teams can develop effective marketing strategies for better lead generation. Like Mailchimp, it is also involved in the marketing industry. There are many kinds of services that outsourcing companies offer.

Sales 52

Sales Wireless Telecommunications Insurance 52

Beyond Philosophy

MAY 3, 2018

Both of the mergers will reduce the competition in each of the business sectors so the two merging companies can share costs and pool their resources to accomplish their goals of overtaking a market leader. I founded my global Customer Experience consultancy in 2002. Sprint and T-Mobile to Merge, in Bid to Remake Wireless Market.”

Wireless 114

Wireless 2018 2017 2002 114

Beyond Philosophy

APRIL 20, 2023

I had written two books, Building Great Customer Experiences (Palgrave Macmillan, 2002) and Revolutionize Your Customer Experience (Palgrave Macmillan, 2004), and we were flooded with inbound inquiries about our services.

2004 78

2004 2002 Consulting Books 78

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

Beyond Philosophy

AUGUST 10, 2016

58% of Filipinos would rather resolve many of the issues via self-service which was higher than the 54% reported for the global market. As Customer Experience consultants, we have asserted since 2002 that the global marketplace necessitates a focus on your competitive differentiation. In the past, that meant having the best price.

Wireless 106

Wireless 2002 Consumers Consulting 106

LoyaltyPlus

MAY 30, 2018

Groundbreaking revenue generating programme, first introduced in 1998, has adapted to local market conditions to ensure 20 years of business-building benefit to commercial farmers. AgriBonus became fully self-sustainable in 2002 and generated an annual profit from 2004. LoyaltyPlus’ refined AgriBonus helps SA’s agriculture flourish.

2002 72

2002 2004 2012 Government 72

Gainsight

SEPTEMBER 28, 2022

You see, simplicity itself is quite possibly THE underlying principle and North Star that guides every SaaS founder’s visionary approach to starting a company in the first place—even more so than our old favorite term circa 2002-2020: “disruption.” ” And it’s easy to see why. Growth is hard.

2002 52

2002 Roadmap NPS Fashion 52

Beyond Philosophy

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. ” We discussed marketing efforts in our latest podcast. .” ” We discussed marketing efforts in our latest podcast. One of the things that came up was the question, when marketing an idea or organization, is any press good press?

Books 111

Books 2002 Sales Entertainment 111

Beyond Philosophy

SEPTEMBER 24, 2020

It reminded me of 2002 when I first started talking about getting into Customer Experience. Apple did pull the existing technology together to address a saturated phone market with a unique and advanced approach. There are a few out there, but not an overwhelming amount. The iPhone was also an idea whose time had come.

Net Promoter Score 139

Net Promoter Score 2002 Presentation Customers 139

Beyond Philosophy

APRIL 7, 2016

Ricoh Canada who improved their Net promoter score by 34 points in 30 months and have subsequently grown revenues by 10% year on year, in a ‘shrinking printer usage market”. When I started consulting back in 2002, no one knew what Customer Experience was. Top 50 Marketing Thought Leader’ Reveals Latest Trend.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Storyminers

JULY 1, 2020

Next, Mike founded Storyminers in 2002 to continue mastering the art and science of customer experience and to build the business. Using empathy you don’t need to have lots of market research.” Mike currently lives in Marietta, GA, living a life that can serve as an example to others, with his wife Lois and his daughter Hannah.

2002 64

2002 Travel Banking Customer Experience Design 64

Beyond Philosophy

NOVEMBER 20, 2015

Since 2002, I have learned some truths about starting my own business. Colin is proud to be recognized by Brand Quarterly’s as one of the ‘Top 50 Marketing Thought Leaders over 50’. My new goal was to become the world’s foremost authority on the subject. I have never looked back.

2002 138

2002 Books Consulting Presentation 138

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” 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.

Culture 83

Culture 2002 Customer Centricity 2007 83

Kerry Bodine

APRIL 30, 2019

Since then, Net Promoter Score has become nearly ubiquitous in marketing and CX circles — and with good reason. 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.

Events 59

Events 2006 Net Promoter Score 2007 59

Kerry Bodine

APRIL 30, 2019

Since then, Net Promoter Score has become nearly ubiquitous in marketing and CX circles — and with good reason. 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.

Events 59

Events 2006 Net Promoter Score 2007 59

Beyond Philosophy

JUNE 20, 2016

I reached the exalted heights of SVP leading a team of 3,500 people globally before I left to start Beyond Philosophy, a customer experience consultancy, back in 2002. This has happened on a number of occasions as we gain insights and respond to market conditions. Company Politics . because that’s what it felt like.

2002 113

2002 Workshop Webinar Consulting 113

Chadwick Martin Bailey

OCTOBER 4, 2019

It was 2002. At CMB, we have a method of measuring emotional reactions tailored to market research—it does an excellent job and doesn’t involve electrodes. Did I ever tell you about my dissertation…? Wait, don’t go! I promise it’s interesting. Then, for my dissertation, I examined reactions to men and women who broke the mold.

2002 81

2002 Entertainment Fashion Brands 81

Beyond Philosophy

NOVEMBER 15, 2019

For example, a story ran in The Denver Post several years ago about the opening of another market, Trader Joe’s, which has a low Price Image. That’s also true of Customer Experience actions and marketing actions, too. However, the perception is that Whole Foods are far more expensive than other stores.

2011 120

2011 2019 2002 Consulting 120

Magellan Solutions

APRIL 16, 2020

Oracle is considered to be one of the largest software companies , in terms of market capitalization and revenue. Based in Cambridge, Massachusetts, Hubspot is a software company heavily involved in the marketing industry. Hubspot is also a trusted resource for sales and marketing trends. Eventbrite.

Telecommunications 82

Telecommunications Wireless Automotive 2002 82

Beyond Philosophy

JANUARY 7, 2016

This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. Understanding how customer behavior affects revenue, market share, retention, acquisition, etc., More organizations have embraced the emotional side of the Customer Experience.

2016 74

2016 2002 Insurance Books 74

Beyond Philosophy

APRIL 7, 2016

Ricoh Canada who improved their Net promoter score by 34 points in 30 months and have subsequently grown revenues by 10% year on year, in a ‘shrinking printer usage market”. When I started consulting back in 2002, no one knew what Customer Experience was. Top 50 Marketing Thought Leader’ Reveals Latest Trend.

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60