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. Ensure that you take that into account when you make these decisions. I wondered how I did that. Are you too focused on sales revenue?
Beyond Philosophy
JANUARY 8, 2018
Having worked in Customer Experience since 2002, I may be too much of a purist. Yes, there are a few Blockbuster stores still operating as of April 2017, although mostly in Alaska, and one has a funny Twitter Account! ). I am apprehensive about my industry. My concerns only grow as we roll into 2018.
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Beyond Philosophy
OCTOBER 19, 2016
Since 2002, I have worked with all types of industries. For years I have said emotions account for over half of the Customer Experience’s outcome, whether that is a conscious or subconscious influence. What are the easy things I say have already been done? What is this “next level of Customer Experience?”. Well, I will tell you.
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. when making decisions.
Customer Relationship Metrics
MAY 8, 2017
What is the best approach for analyzing survey results to insure value, accuracy, and accountability? When teams or agents are held accountable for customer evaluations, it’s natural for the focus to be on what’s “fair”. How will the survey results be used? The issue of variability must also be considered along with reliability.
SmartAction
MARCH 7, 2023
These actions might include updating a particular communication point or proactively reaching out to a customer, informing them about their account, a transaction or other notification. This intelligence prompts recommendations for actions that companies can take. These are a few value points that will drive the CAI market in 2023.
Beyond Philosophy
NOVEMBER 20, 2015
I had it all: a big expense account, a big budget, and a big salary. Since 2002, I have learned some truths about starting my own business. See the stories here , then write your own (use #BetheBoss in the post). I was a senior executive with 3,500 people reporting to me globally. I quit, of course! No, I didn’t break down.
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