Beyond Philosophy

SEPTEMBER 17, 2020

Back in 2002, I spoke with Ian McAllister, former Chairman and Managing Director of Ford Motor Company, Ltd., in the UK for my book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Townsend said this was true for products that range from food to tools and so on.

Customer Experience 409

Customer Experience Consulting Consulting Customer Care 409

Beyond Philosophy

DECEMBER 25, 2021

This new year also coincides with the 20 th anniversary of me founding my global Customer Experience Consultancy, Beyond Philosophy and publishing my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002).

Personalization 195

Personalization Customer Experience Consulting Consulting 195

Beyond Philosophy

OCTOBER 23, 2021

In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was. Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products should begin at the desired Customer Experience and work backward from there.

Customer Experience 195

Customer Experience Consulting Consulting Customer emotions 195

Interactions

MARCH 16, 2023

The Stevie Awards, established in 2002, is one of the most coveted business awards in the world, honoring excellence in the workplace across various industries. The awards recognized Interactions Trustera as a Silver Stevie Winner in the Best Use of Technology in Customer Service – All Other Industries category.

Customer Service 62

Customer Service Technology Contact Center Sales 62

Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. So, I started by writing a book on Customer Experience called Building Great Customer Experiences (Palgrave Macmillan, 2002). My company had a significant birthday this year. So, I educated them. .

Customer Experience 221

Customer Experience Consulting Consulting Finance 221

Ansafone

MARCH 23, 2020

Besides the SARS Epidemic of 2002-2004, H1N1 Influenza Pandemic of 2009, and Ebola Epidemic of 2014-2016 in more recent years, we, unfortunately, are dealing with one in 2020! Pandemics are unpredictable and difficult to prepare for. And today, in 2020, we have the COVID-19 pandemic!!

Contact Center 71

Contact Center Call Center 71

ForeSee

OCTOBER 8, 2020

Partnership for Public Service event highlights excellence in our federal workforce Since 2002, the Partnership for Public Service has honored noteworthy federal government achievements with the Samuel J. Heyman Service.

Government 52

Government 52

Beyond Philosophy

FEBRUARY 5, 2019

So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. Then I began conference speaking. Have an original idea.

Consulting 276

Consulting Consulting Customer Experience Benchmark 276

AnswerConnect

DECEMBER 6, 2017

Flipping the script on call center job location When AnswerConnect was founded in 2002, we ran a pretty typical call. Continue Reading → The post Customer Service Jobs from Anywhere appeared first on AnswerConnect Blog.

Customer Service 68

Customer Service Scripts Call Center 68

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? It’s at an all-time low for the last 17 years.

Customer Experience 221

Customer Experience Technology Self service Management 221

Customer Relationship Metrics

MAY 8, 2017

Surveys with fewer response options are “forcing” respondents into a category that causes information loss and renders the results to be less reliable than those with more variability (Van Bennekom, 2002). Surveys with more response alternatives are more reliable than those with fewer responses (Scherpenzeel, 2002; Alwin and Krosnick, 1991).

Surveys 90

Surveys Interactive Voice Response Call Center Customer Experience 90

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.

Outbound sales 195

Outbound sales Customer Experience Consulting Consulting 195

Beyond Philosophy

DECEMBER 31, 2019

In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured.

Customer Experience 382

Customer Experience Consulting Consulting Customer retention 382

Beyond Philosophy

AUGUST 18, 2015

In “ Thinking Fast and Slow ,” Professor Daniel Kahneman, Nobel Memorial Prize in Economic Sciences recipient in 2002, explores why our mind plays tricks on us. The truth is, your mind plays tricks on you every day, and many times, it’s in one of three ways. What he discovered is that our “intuition” is not what we thought it was.

Customer Experience 413

Customer Experience Personalization Customer emotions Customer Service 413

Beyond Philosophy

MAY 12, 2015

Psychologist and Professor Daniel Kahneman , winner of the 2002 Nobel Memorial Prize in Economic Sciences, explains why this is in his book, “ Thinking Fast and Slow ”. In truth, when your gut instinct turns out to be right, it is a result of the complicated system of decision-making your brain employs.

Customer Experience 369

Customer Experience Personalization Customer centricity Customer retention 369

Beyond Philosophy

FEBRUARY 5, 2019

So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. Then I began conference speaking. Have an original idea.

Consulting 150

Consulting Consulting Customer Experience Benchmark 150

SmartAction

APRIL 4, 2023

Since 2002, SmartAction has helped 100+ industry-leading brands streamline their contact centers and take their customer experience to the next level through AI voice, text, and chat. It’s gratifying to see that the New York Times agrees with us!

Virtual Agent 85

Virtual Agent Chatbots Self service Contact Center 85

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. I am apprehensive about my industry. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. My concerns only grow as we roll into 2018.

Customer Experience 313

Customer Experience Consulting Consulting Marketing 313

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. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies.

Customer centricity 427

Customer centricity Customer Experience Airlines Consulting 427

Beyond Philosophy

JANUARY 16, 2018

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. These books emphasized the important linkage between customer experience and employee experience; and they are all strongly recommended.

Customer centricity 207

Customer centricity Customer Experience Enterprise Banking 207

Beyond Philosophy

MARCH 29, 2017

I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. Then, they redesigned their channels to deliver on their brand promise by integrating the brick and mortar location with their online presence. Perhaps in this way, John Lewis is omniscient in their omnichannel strategy.

Customer Experience 297

Customer Experience Technical Support Consulting Consulting 297

Beyond Philosophy

FEBRUARY 20, 2017

As described by Professor Daniel Kahneman of Princeton’s Woodrow Wilson School (and winner of the 2002 Nobel Memorial Prize for Economics), we have a tendency to evaluate things in terms of gains and losses. And unless you recognize its power, you may make critical mistakes with your customer experience.

Customer Experience 302

Customer Experience Journey mapping Consulting Consulting 302

Beyond Philosophy

OCTOBER 19, 2016

Since 2002, I have worked with all types of industries. Who are these clients that call us wringing their hands after lying awake at night consumed with anxiety about their stagnant NPS scores? What are the easy things I say have already been done? What is this “next level of Customer Experience?”. Well, I will tell you.

Customer Experience 419

Customer Experience Consulting Consulting Call Center 419

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). Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy.

Customer emotions 435

Customer emotions Management Journey mapping Customer Experience 435

Beyond Philosophy

JULY 6, 2016

I wrote Building Great Customer Experiences , my first book about Customer Experience, in 2002 with John Ivens. 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.

Customer Experience 283

Customer Experience Customer centricity Customer emotions Consulting 283

SmartAction

MARCH 7, 2023

Since 2002, SmartAction has helped 100+ industry-leading brands streamline their contact centers and take their customer experience to the next level through AI voice, text, and chat. These are a few value points that will drive the CAI market in 2023.

Virtual Agent 82

Virtual Agent Multichannel Self service Contact Center 82

Beyond Philosophy

DECEMBER 30, 2021

Twenty years ago, at this time of the year, I started my global Customer Experience consultancy, Beyond Philosophy, and published my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002).

Personalization 195

Personalization Customer Experience Consulting Consulting 195

Beyond Philosophy

JULY 13, 2021

When I was writing my first book, Building Great Customer Experiences , back in 2002, I interviewed a source from BMW who said something I never forgot: “We don’t have any ‘Only-ers’ in our organization.” ” He meant that no employee did only one thing, like be an engineer or a sales associate.

outsourcing 418

outsourcing Customer Experience Call Center Journey mapping 418

Beyond Philosophy

AUGUST 10, 2016

As Customer Experience consultants, we have asserted since 2002 that the global marketplace necessitates a focus on your competitive differentiation. Like the consumer one might expect to find in Anytown, U.S.A., or waiting for the tube in London, the consumers in the Asia Pacific region expect you to provide a customer-centered experience.

Customer Experience 265

Customer Experience Wireless Self service Customer Care 265

Beyond Philosophy

SEPTEMBER 24, 2015

Several years ago, Professor Daniel Kahneman, winner of the 2002 Nobel Memorial Prize in Economic Sciences, looked closely at the idea that our minds have two systems of thinking in his book, “Thinking Fast and Slow”. The Kind of Thinking You Use. What kind of thinking you use to arrive at a decision has a huge impact on its accuracy.

Customer Experience 377

Customer Experience Consulting Consulting Personalization 377

SmartAction

SEPTEMBER 16, 2022

Since 2002, SmartAction has helped 100+ industry-leading brands streamline their contact centers and take their customer experience to the next level through AI voice, text, and chat. Utilization of an IVA has numerous advantages, even being proven to handle some conversations better than their human counterparts.

Interactive Voice Response 89

Interactive Voice Response Contact Center Virtual Agent Customer Service 89

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. Before setting up Beyond Philosophy I spent most of my career working in large corporate companies, climbing the ladder of success. Company Politics .

Customer Experience 283

Customer Experience Consulting Consulting Personalization 283

Beyond Philosophy

MARCH 16, 2015

I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. Customer Experience is a way of life, a cultural change, and a commitment needed from the heart as well as the head. It is not a slogan. I see dangers on the horizon we should all try to avoid.

Customer Experience 305

Customer Experience CRM Customer retention Employee engagement 305

Beyond Philosophy

JULY 20, 2021

Shortly after the BT Customer Experience program was a success, I wrote my first of seven books on Customer Experience, Building Great Customer Experiences (Palgrave Macmillan, 2002) , and started my global Customer Experience consultancy, Beyond Philosophy. The End of Average How We Succeed in a World That Values Sameness. by Todd Rose.

Customer Experience 370

Customer Experience Consulting Consulting Education 370

Comm100

JANUARY 5, 2022

Live Chat is one of the biggest providers that exist today, dating back to 2002. The live chat software integrates with a range of in-house tools, as well as Facebook Messenger. Zendesk Chat .

Government 98

Government CRM Customer Service Customer Experience 98

Beyond Philosophy

MAY 3, 2018

I founded my global Customer Experience consultancy in 2002. The Labor Shadow business secretary even called out the merger for creating a duopoly with Tesco (the leading British Supermarket), which would have “ unrivaled power to dominate, dictating choice and prices for consumers… ”.

Customer Experience 284

Customer Experience Wireless Consulting Consulting 284

Beyond Philosophy

NOVEMBER 20, 2015

Since 2002, I have learned some truths about starting my own business. My new goal was to become the world’s foremost authority on the subject. Five books later, many keynote speeches, and many radio and TV interviews behind me, I am on my way to that goal. I have never looked back.

Customer Experience 344

Customer Experience Consulting Consulting Accountability 344