Beyond Philosophy

JANUARY 22, 2022

13:27 Colin reads some articles for 2002 regarding CRM, when experiences were becoming a new focus and compares it to what is happening with Customer Experience today. 08:34 We get into what Customer Science is and what it is capable of doing for businesses today.

CRM 195

CRM Consulting Consulting Customer Experience 195

Beyond Philosophy

APRIL 25, 2024

For instance, in 2002, people didn’t know what I meant by customer experience , so I would ask them to tell me a story about an experience they enjoyed and one they didn’t. Stories can also make abstract concepts concrete for people. This exercise allowed my potential clients to understand the concept personally.

Customer emotions 195

Customer emotions Education Engineering Personalization 195

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 Consulting Consulting Customer Experience 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

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 Benchmark Marketing 276

Beyond Philosophy

NOVEMBER 16, 2023

For example, I’ve had my own company since 2002, and I’ve considered each area. Therefore, as we present these ways to get others to sell for you, some of these channels will be better than others at various communications and tactics. I avoided a couple of them, particularly the first one, affiliate marketing.

Sales 195

Sales Education Advertising Marketing 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 Chatbots 382

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.

Technology 62

Technology Customer Service Contact Center Sales 62

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

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.

Technology 221

Technology Marketing Self service Customer Experience 221

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

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.

Personalization 413

Personalization Customer Experience Customer emotions Customer Service 413

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 Airlines Consulting Consulting 427

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 Consulting Consulting Engineering 195

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 advocacy 435

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

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 Construction Accountability 90

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 Benchmark Marketing 150

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 Journey mapping Call Center 418

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.

Consulting 419

Consulting Consulting Customer Experience Call Center 419

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.

Technical Support 297

Technical Support Consulting Consulting Customer Experience 297

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 Banking Enterprise Government 207

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 Consulting Consulting Quality management 195

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 centricity 283

Customer centricity Consulting Consulting Customer emotions 283

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.

Consulting 377

Consulting Consulting Government Personalization 377

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.

Wireless 265

Wireless Self service Surveys Consulting 265

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

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 .

Consulting 283

Consulting Consulting Customer Experience Marketing 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.

CRM 305

CRM Employee engagement Customer retention Customer Experience 305

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.

Multichannel 86

Multichannel Virtual Agent Self service Accountability 86

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… ”.

Wireless 284

Wireless Consulting Consulting Airlines 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.

Consulting 344

Consulting Consulting Customer Experience Accountability 344

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 93

Interactive Voice Response Virtual Agent Contact Center Engineering 93

Beyond Philosophy

SEPTEMBER 24, 2020

It reminded me of 2002 when I first started talking about getting into Customer Experience. There are a few out there, but not an overwhelming amount. Customer Science is not fully defined; it’s more of a fusion between technology, Customer Experience, and behavioral science.

Entertainment 348

Entertainment Consulting Consulting Finance 348

Beyond Philosophy

JANUARY 27, 2022

In 2002, Fred Reichheld, inventor of Net Promoter Score® [1] , wrote in the Harvard Business Review, “ Avoid the Four Perils of CRM.” During this discussion, it occurred to me that the disappointment I felt about the CX movement sounded familiar. I thought I had felt this way before. . It was about CRM. .

CRM 195

CRM Consulting Consulting Quality management 195

Beyond Philosophy

APRIL 7, 2016

When I started consulting back in 2002, no one knew what Customer Experience was. It is more than a fad; it’s the competitive differentiator you need at a time when competition is fierce and not likely to ease up anytime soon. Now, in 2016, some still don’t. As I said, everybody has jumped on the Customer Experience bandwagon.

Consulting 284

Consulting Consulting Customer Experience Customer Service 284

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. More organizations have embraced the emotional side of the Customer Experience. Thirteen years is a long time to be considered a madman! However, the Customer Experience movement has advanced.

Employee engagement 186

Employee engagement Big data Analytics Education 186