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The BPO Blueprint: An Inside Look at Magellan Solutions’ Journey to the Top

Magellan Solutions

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.” Fred: Of course, it varies by service, but for outbound campaigns , we track appointments generated, leads created, and sales closed.

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7 Questions That Reveal Whether Your Company is Committed to CX

Beyond Philosophy

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? Are you too focused on sales revenue? I wondered how I did that.

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Is Outsourcing Your Customer Experience Really A Good Idea or Just Wrong?

Beyond Philosophy

Therefore, how they measure success tends to be transactional, aka, how much the call center expense was reduced, not experiential, aka, how it makes a customer feel. Sure, controlling the experience through a partner is challenging, especially when you need to measure results, but it remains crucial to an organization’s success.

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What is Customer Science? Is This the Next Wave of Change?

Beyond Philosophy

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.

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Customer Satisfaction is Declining in the UK. Is the US Next?

Beyond Philosophy

The UK CSI measures what’s relevant to consumers and customers in five different areas: Professionalism: How helpful and knowledgeable are the people or websites I visit? I have been consulting on Customer Experience since 2002. User Experience: Is an organization easy to do business with? Keep your promises.

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11 Retail Customer Experience Strategies To Win Customers

SurveySensum

Measure your Employee’s Satisfaction with SurveySensum – Request a Demo 9. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. According to Statista , in 2020 multichannel online retailers generated more than $350 billion in sales.

Retail 52
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11 Retail Customer Experience Strategies To Win Customers

SurveySensum

Measure your Employee’s Satisfaction with SurveySensum – Request a Demo 9. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. According to Statista , in 2020 multichannel online retailers generated more than $350 billion in sales.

Retail 52