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. In our Global Customer Experience Consultancy, we were doing some work with an airline. I wondered how I did that.
Beyond Philosophy
OCTOBER 19, 2016
More organizations call our Customer Experience consultancy every day with the same complaint: they aren’t seeing the same gains in Net Promoter Score (NPS) that they did when they started their Customer Experience Improvement program. Since 2002, I have worked with all types of industries. Old Thinking Doesn’t Work with New Problems.
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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. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. when making decisions.
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. To sign up click here.
Beyond Philosophy
NOVEMBER 20, 2015
I had it all: a big expense account, a big budget, and a big salary. A second journey to establish a consulting company based on Customer Experience. 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 quit, of course!
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.
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. The post Embrace New Ways of Thinking in 2016 appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Thirteen years is a long time to be considered a madman!
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