Beyond Philosophy

OCTOBER 23, 2021

By 2005, I had undertaken research to determine the 20 emotions that drive or destroy value , to prove that incorporating customer emotions into experiences provides an ROI. In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was.

Customer Experience 78

Customer Experience 2002 2005 Consulting 78

InteractionMetrics

JANUARY 22, 2016

If you want to make strides and get a strong ROI on your customer service, you must exceed customers’ expectations. In fact, an oft-quoted Gallup Research study reported in 2005 that emotionally satisfied customers spend 67% more per year than customers who are dissatisfied or satisfied ( ask us for the research).

Customer Service 40

Customer Service 2005 ROI Social Media 40

CX Journey

JANUARY 2, 2019

How do we show ROI? How do we show ROI? The #CX Perception Gap There’s this thing called the customer experience perception gap; it was uncovered by Bain back in 2005, and they referred to it as a "delivery gap." Customer service is one of those interactions. I outlined how each contributes. How do we measure it?

2018 37

2018 2005 2019 ROI 37

Beyond Philosophy

NOVEMBER 19, 2020

From that moment on, and this occurred back around 2005, my company links our Customer Experience efforts to proof so that the champions of Customer Experience are not caught out as I was all those years ago in that German conference room. After all, why would anyone support all this if you cannot prove an ROI?

Customer Experience 133

Customer Experience ROI 2002 2005 133

Natalie Petouhof

MARCH 6, 2017

I’m excited because it will be an interactive summit, grounded in concrete ideas, science and real-world applications, not just theory. The speakers will share research, insights and strategies for building the culture of a company that magnetically attracts the top talent. s outstanding directorial achievement in feature film award.

Culture 40

Culture Competitive Advantage 2015 2012 40

Michel Falcon Experience

APRIL 13, 2023

Michel Falcon: What do you know now about company culture that you wish you had known when it was 2005, 2006? What do you recommend individuals that are looking to get that budget to develop their company culture, invest in their people when the ROI isn’t so black and white? Those tend to be your core values. It’s that.

Culture 60

Culture 2003 ROI Leadership 60

Comm100

FEBRUARY 6, 2018

However, company perception of phone support can be biased since 80% of companies believe that they deliver stellar customer support while only 8% of the customers agree, according to a 2005 survey by Bain & Company. The transition to live chat, social media and other forms of digital correspondence continues at an ever increasing pace.

Document 41

Document Advertising 2005 Article 41