Expert insights. Personalized for you.
I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan. MORE
I founded my global Customer Experience consultancy in 2002. How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. and grocery shoppers in the UK could find out. MORE
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. There are 2 killers of corporate life – speed and politics. Let me give you some background. MORE
Thaler often collaborated with another behavioral economist (and one of my favorite economists of all time), Daniel Kahneman, who won a Nobel Prize in 2002. In case you missed it, Richard Thaler won the Nobel Prize in Economics. MORE
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 ”. There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise. MORE
When I started consulting back in 2002, no one knew what Customer Experience was. I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods. MORE
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. Tennis great Jimmy Connors famously said, “I hate to lose more than I love to win.”. MORE
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. MORE
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”. Why we do what we do is a fascinating science. The brain has interesting ways to interpret the world around us and spur us into action. Knowing the brain drives our behavior, you would think those with high intelligence would have the upper hand in making good decisions. MORE
When I founded Beyond Philosophy back in 2002, no one was talking about Customer Experience. What is Important in 2020? Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” ” Predictions can be difficult; it is true. MORE
About SmartAction SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service. MORE
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. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. MORE
When I started Beyond Philosophy back in 2002, nobody knew us. Well…It depends! I implemented a strategy based on one of Oscar Wilde’s phrases. Wilde said, “There is only one thing in life worse than being talked about, and that is not being talked about.” MORE
In a 2002 study performed in Sweden , researchers confirmed what our grandmothers already knew—people respond in kind to the facial expressions they encounter. Whether it is physically less exhausting to smile than to scowl, it is certainly beneficial, and thus there is something to this ancient exhortation to put aside negative emotions long enough to “turn a frown upside down.”. MORE
When I started consulting back in 2002, no one knew what Customer Experience was. I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods. MORE
Field Service was launched in 2002 and has been dedicated to supporting the growth of the service industry ever since. Field Service USA 2016 : April 25 – 28, 2016 – JW Marriott Desert Springs Resort & Spa, Palm Springs, CA. What is Field Service USA? Innovation. Progression. That’s Field Service. Field Service is your one-stop shop for all things service and support; an event where inspiration meets innovation; socializing meets ROI. MORE
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. MORE
SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service. MORE
And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome. We live in the data age. Data is collected about our personal behavior everywhere. MORE
When I started my global Customer Experience consultancy in 2002, I had not been a consultant. In 2002, when I started Beyond Philosophy, no one on the broader market knew I was an expert in Customer Experience (or, frankly, what Customer Experience was). MORE
Since 2002, I have learned some truths about starting my own business. In this series, professionals share how they embrace the entrepreneurial mindset. See the stories here , then write your own (use #BetheBoss in the post). MORE
SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service. MORE
I started my career with Convergys in 2002 as a Customer Service Representative. At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. MORE
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. Mission MORE
We started back in 2002, when nobody knew who we were, or, frankly, what a Customer Experience was. Is Any Attention Good Attention? I like Oscar Wilde. His best quote is, “There is only one thing in life worse than being talked about, and that is not being talked about.” MORE
I wrote Building Great Customer Experiences , my first book about Customer Experience, in 2002 with John Ivens. As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. MORE
About SmartAction SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service. MORE
Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. In fact, a survey by Brightback found that 97% of companies are prioritizing retention, proof of just how seriously businesses are taking this issue. Loyal customers drive increased revenue through referrals and repurchases, while the cost to acquire them has already been earned back. . MORE
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. I often say people are irrational, but only because they are. We all do irrational things. We like to think we make logical decisions based on rational thinking all the time, but we don’t. The truth is, your mind plays tricks on you every day, and many times, it’s in one of three ways. MORE
I have been consulting on Customer Experience since 2002. In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. MORE
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). 2002). 2002). MORE
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. We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. MORE
So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more honored or proud. This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. MORE
I founded Beyond Philosophy in the UK back in 2002. I see these two things being major contributory factors to the lack of success of UK companies, and it hurts me to say that, being a proud British person working in this field since 2002. MORE
So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). MORE
As Customer Experience consultants, we have asserted since 2002 that the global marketplace necessitates a focus on your competitive differentiation. There is a shift in power for Telecoms in the Asia Pacific region toward the consumer. MORE
Since 2002, we have consulted brands all over the world and completed hundreds of successful implementations. Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. MORE
Since 2002, I have worked with all types of industries. Did you know there was once a German belief that if you sleep with your mouth open, your soul will escape disguised as a white mouse ? Or that ancient doctors used to drill holes in their patients’ heads to cure migraines? MORE
In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. Here we go, beginning of 2020 and a whole new decade. It is essential to reflect where we have been and where we want to go at this time of year. MORE
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 continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. MORE
Since 2002, Beyond Philosophy has focused on growth driven by an improved Customer Experience. This is The New Imperative for 2020. Our global Customer Experience consultancy engaged research at the end of 2019 to determine our direction for the next decade. MORE
2002 Related Topics 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. Mission
Beyond Philosophy
DECEMBER 20, 2019
When I founded Beyond Philosophy back in 2002, no one was talking about Customer Experience. What is Important in 2020? Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” ” Predictions can be difficult; it is true.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
FEBRUARY 7, 2020
Since 2002, Beyond Philosophy has focused on growth driven by an improved Customer Experience. This is The New Imperative for 2020. Our global Customer Experience consultancy engaged research at the end of 2019 to determine our direction for the next decade.
Beyond Philosophy
OCTOBER 12, 2016
And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome. We live in the data age. Data is collected about our personal behavior everywhere.
Beyond Philosophy
FEBRUARY 11, 2019
When I started my global Customer Experience consultancy in 2002, I had not been a consultant. In 2002, when I started Beyond Philosophy, no one on the broader market knew I was an expert in Customer Experience (or, frankly, what Customer Experience was).
Beyond Philosophy
DECEMBER 19, 2017
I founded Beyond Philosophy in the UK back in 2002. I see these two things being major contributory factors to the lack of success of UK companies, and it hurts me to say that, being a proud British person working in this field since 2002.
|
Customer Experience Matters
OCTOBER 10, 2017
Thaler often collaborated with another behavioral economist (and one of my favorite economists of all time), Daniel Kahneman, who won a Nobel Prize in 2002. In case you missed it, Richard Thaler won the Nobel Prize in Economics.
Beyond Philosophy
FEBRUARY 5, 2019
So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT).
Beyond Philosophy
DECEMBER 31, 2019
In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. Here we go, beginning of 2020 and a whole new decade. It is essential to reflect where we have been and where we want to go at this time of year.
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.
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). 2002). 2002).
|
|
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.
Beyond Philosophy
FEBRUARY 5, 2019
So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more honored or proud. This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too.
Beyond Philosophy
MARCH 29, 2017
I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan.
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. Tennis great Jimmy Connors famously said, “I hate to lose more than I love to win.”.
Beyond Philosophy
OCTOBER 19, 2016
Since 2002, I have worked with all types of industries. Did you know there was once a German belief that if you sleep with your mouth open, your soul will escape disguised as a white mouse ? Or that ancient doctors used to drill holes in their patients’ heads to cure migraines?
Beyond Philosophy
MAY 3, 2018
I founded my global Customer Experience consultancy in 2002. How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. and grocery shoppers in the UK could find out.
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 ”. There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise.
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. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.
Beyond Philosophy
JULY 6, 2016
I wrote Building Great Customer Experiences , my first book about Customer Experience, in 2002 with John Ivens. As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions.
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. There are 2 killers of corporate life – speed and politics. Let me give you some background.
SmartAction
FEBRUARY 11, 2020
SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service.
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. There is a shift in power for Telecoms in the Asia Pacific region toward the consumer.
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. I often say people are irrational, but only because they are. We all do irrational things. We like to think we make logical decisions based on rational thinking all the time, but we don’t. The truth is, your mind plays tricks on you every day, and many times, it’s in one of three ways.
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 continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally.
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”. Why we do what we do is a fascinating science. The brain has interesting ways to interpret the world around us and spur us into action. Knowing the brain drives our behavior, you would think those with high intelligence would have the upper hand in making good decisions.
Beyond Philosophy
SEPTEMBER 26, 2019
When I started Beyond Philosophy back in 2002, nobody knew us. Well…It depends! I implemented a strategy based on one of Oscar Wilde’s phrases. Wilde said, “There is only one thing in life worse than being talked about, and that is not being talked about.”
Beyond Philosophy
NOVEMBER 20, 2015
Since 2002, I have learned some truths about starting my own business. In this series, professionals share how they embrace the entrepreneurial mindset. See the stories here , then write your own (use #BetheBoss in the post).
SmartAction
NOVEMBER 19, 2019
SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service.
Beyond Philosophy
APRIL 7, 2016
When I started consulting back in 2002, no one knew what Customer Experience was. I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods.
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. We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program.
GetFeedback
JANUARY 31, 2020
Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. In fact, a survey by Brightback found that 97% of companies are prioritizing retention, proof of just how seriously businesses are taking this issue. Loyal customers drive increased revenue through referrals and repurchases, while the cost to acquire them has already been earned back. .
SmartAction
FEBRUARY 21, 2019
About SmartAction SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service.
Beyond Philosophy
NOVEMBER 15, 2019
Since 2002, we have consulted brands all over the world and completed hundreds of successful implementations. Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you.
Beyond Philosophy
SEPTEMBER 19, 2019
I have been consulting on Customer Experience since 2002. In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining.
Chip Bell
JANUARY 22, 2019
In a 2002 study performed in Sweden , researchers confirmed what our grandmothers already knew—people respond in kind to the facial expressions they encounter. Whether it is physically less exhausting to smile than to scowl, it is certainly beneficial, and thus there is something to this ancient exhortation to put aside negative emotions long enough to “turn a frown upside down.”.
Customer Guru
FEBRUARY 13, 2018
I started my career with Convergys in 2002 as a Customer Service Representative. At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally.
SmartAction
MAY 17, 2019
About SmartAction SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service.
CSM Magazine
MARCH 16, 2016
Field Service was launched in 2002 and has been dedicated to supporting the growth of the service industry ever since. Field Service USA 2016 : April 25 – 28, 2016 – JW Marriott Desert Springs Resort & Spa, Palm Springs, CA. What is Field Service USA? Innovation. Progression. That’s Field Service. Field Service is your one-stop shop for all things service and support; an event where inspiration meets innovation; socializing meets ROI.
Beyond Philosophy
APRIL 7, 2016
When I started consulting back in 2002, no one knew what Customer Experience was. I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods.
323 
Let's personalize your content