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. What measurement is in place? In other words, when you talk about measurement, are you instead talking about productivity? I wondered how I did that. Cost-cutting is a reality of running a business.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Magellan Solutions

JANUARY 26, 2024

When we started in 2002, many of our small and medium-sized clients struggled to articulate exactly what they required or how to benchmark success beyond vague notions of “doing a good job.” For customer service, CSAT, NPS, and service level targets help us benchmark satisfaction.

E Commerce 52

E Commerce 2002 E-support Metrics 52

Beyond Philosophy

SEPTEMBER 24, 2020

Professor Hamilton explained that science is a rigorous identification and measurement of phenomena, leading to understanding it systematically and then presenting it with a causal link or a theory. It reminded me of 2002 when I first started talking about getting into Customer Experience.

Net Promoter Score 139

Net Promoter Score 2002 Presentation Customers 139

Customer Guru

FEBRUARY 13, 2018

We encourage our readers to ask questions on similar challenges that they might have faced in their organizations while implementing customer experience measures. I started my career with Convergys in 2002 as a Customer Service Representative. 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

C Space

MARCH 25, 2020

What’s adding to the challenge is that traditional (and expensive) methods such as NPS and brand trackers don’t seem to be the right tools for the job at this moment. The 2002-2003 SARS outbreak in China, for instance, has been credited for the sudden rise of internet usage and online shopping, leading to the huge success of Alibaba.

2002 40

2002 Airlines 2003 Travel 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

Briefly, at CX Workout we provide a combination of software, research services, and design consulting to help our clients achieve measurable results in about half the time over traditional methods. StoryMiners was founded in 2002. By the way, I’m the guy in the bottom left of the picture.

Webinar 40

Webinar Presentation 2002 Consulting 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

Briefly, at CX Workout we provide a combination of software, research services, and design consulting to help our clients achieve measurable results in about half the time over traditional methods. StoryMiners was founded in 2002. By the way, I’m the guy in the bottom left of the picture.

Webinar 40

Webinar Presentation 2002 Consulting 40