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7 Questions That Reveal Whether Your Company is Committed to CX

Beyond Philosophy

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

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Troublesome Trends & Predictions for 2018

Beyond Philosophy

Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome.

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Trade In Old Thinking For New

Beyond Philosophy

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. My explanation is the same: The easy things in Customer Experience have been done.

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Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

Customer-centricity, in short, is not pervasively ‘people first’. To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical. Only a culture of stakeholder-centricity can be defined in that way. when making decisions.

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Conversational AI: Trends to Watch in 2023

SmartAction

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.

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The Truths All Bosses Know About Being the Boss

Beyond Philosophy

I had it all: a big expense account, a big budget, and a big salary. I had just finished a big project on improving our Customer Experience (in the year 2000), before the words Customer Experience were even a term. A second journey to establish a consulting company based on Customer Experience.

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What is the best scale for customer satisfaction surveys?

Customer Relationship Metrics

When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas: What is the data collection methodology? What is the best approach for analyzing survey results to insure value, accuracy, and accountability? How will the survey results be used?

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