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

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. Check out this blog post to find out. GET IN TOUCH. See How We Can Help You Exceed your CX Goals. Get a Demo. Related Content. Read More.

Interactive Voice Response 89

Interactive Voice Response Virtual Agent Contact Center Engineering 89

Beyond Philosophy

JULY 6, 2016

I wrote Building Great Customer Experiences , my first book about Customer Experience, in 2002 with John Ivens. If you enjoyed this post, you might be interested in the following blogs: Industry Secrets Leaked: Predicting Customer Behavior. China Sees the West as Thought Leaders of Customer Experience. How to Measure Customer Emotions.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 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. If you enjoyed this post, you might be interested in the following blogs: Why Publicity Stunts Aren’t Always Great for Customer Experience. It is not a slogan. I see dangers on the horizon we should all try to avoid.

CRM 306

CRM Employee engagement Customer retention Customer Experience 306

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. If you enjoyed this post, you might be interested in the following blogs: Industry Secrets Leaked: Predicting Customer Behavior. In the past, that meant having the best price.

Wireless 265

Wireless Self service Surveys Consulting 265

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 383

Customer Experience Consulting Consulting Chatbots 383

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 222

Technology Marketing Self service Customer Experience 222

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

SmartAction

FEBRUARY 27, 2023

For even more information on the differences between IVA and IVR, check out this blog post! 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. GET IN TOUCH See How We Can Help You Exceed your CX Goals.

Interactive Voice Response 74

Interactive Voice Response Contact Center Virtual Agent Self service 74

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 436

Customer emotions Management Journey mapping Customer advocacy 436

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 419

outsourcing Customer Experience Journey mapping Call Center 419

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 314

Customer Experience Consulting Consulting Marketing 314

Beyond Philosophy

NOVEMBER 20, 2015

Since 2002, I have learned some truths about starting my own business. If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company? My new goal was to become the world’s foremost authority on the subject. I have never looked back. And the truth is you could, too.

Consulting 345

Consulting Consulting Customer Experience Accountability 345

Beyond Philosophy

APRIL 7, 2016

When I started consulting back in 2002, no one knew what Customer Experience was. If you enjoyed this post, you might be interested in the following blogs: Key Learning from 15 Years of Net Promoter Stats. Now, in 2016, some still don’t. As I said, everybody has jumped on the Customer Experience bandwagon. You hear the term everywhere.

Consulting 284

Consulting Consulting Customer Experience Customer Service 284

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

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

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 298

Technical Support Consulting Consulting Customer Experience 298

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 208

Customer centricity Banking Enterprise Government 208

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 48

Customer Service Scripts Call Center 48

Beyond Philosophy

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. If you enjoyed this post, you might be interested in the following blogs and podcasts: CUSTOMER SATISFACTION IS DECLINING IN THE UK. Well…It depends! I implemented a strategy based on one of Oscar Wilde’s phrases. To listen in, please click here. IS THE US NEXT?

Entertainment 277

Entertainment Sales Consulting Consulting 277

Beyond Philosophy

NOVEMBER 15, 2019

Since 2002, we have consulted brands all over the world and completed hundreds of successful implementations. If you enjoyed this post, you might be interested in the following blogs and podcasts: THE RECESSION IS COMING; WILL YOU BE PREPARED? Beyond Philosophy can help. To listen in , please click here.

Construction 301

Construction Consulting Consulting Airlines 301

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

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. If you enjoyed this post, you might be interested in the following blogs: Are You Making Excuses for a Bad Experience? Thirteen years is a long time to be considered a madman!

Employee engagement 186

Employee engagement Big data Analytics Education 186

SmartAction

OCTOBER 19, 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. Check out this blog post to find out. GET IN TOUCH See How We Can Help You Exceed your CX Goals.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

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

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 285

Wireless Consulting Consulting Airlines 285

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 349

Entertainment Consulting Consulting Finance 349

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 82

Multichannel Virtual Agent Self service Accountability 82

Comm100

JANUARY 5, 2022

Not all live chat platforms are created equal, so to make sure you pick the right vendor, this blog will take a look at: The top 4 factors to consider when choosing a live chat provider The best live chat providers for government websites on the market. Live Chat is one of the biggest providers that exist today, dating back to 2002.

Government 76

Government CRM SaaS Marketing 76

Horizon CX

APRIL 6, 2021

I first wrote and published this blog topic back in July of 2015. Below is the revival of my original blog post from 2015. Prince with Kathleen Logan-Prince, 2002?1st Prince with Kathleen Logan-Prince, 2002?1st Your Life is a Series of Meetings – Get a Good Life , George M. 1st Books Library, www.1stbooks.com.

Construction 59

Construction Education Best practices Customer Experience 59

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. If you enjoyed this post, you might be interested in the following blogs: Are You Making Excuses for a Bad Experience? Thirteen years is a long time to be considered a madman!

Employee engagement 150

Employee engagement Big data Analytics Education 150

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. If you enjoyed this post, you might be interested in the following blogs: Key Learning from 15 Years of Net Promoter Stats. Now, in 2016, some still don’t. As I said, everybody has jumped on the Customer Experience bandwagon. You hear the term everywhere.

Consulting 150

Consulting Consulting Customer Experience Customer Service 150

Beyond Philosophy

SEPTEMBER 19, 2019

I have been consulting on Customer Experience since 2002. Customer Experience design is often through the lens of the organization rather than from a customer’s point of view. Companies do not train or develop their people sufficiently. .

Big data 283

Big data Consulting Consulting Customer Experience 283

AWS Machine Learning

NOVEMBER 8, 2022

We’re announcing a new solution on lung cancer survival prediction in Amazon SageMaker JumpStart , based on the blog posts Building Scalable Machine Learning Pipelines for Multimodal Health Data on AWS and Training Machine Learning Models on Multimodal Health Data with Amazon SageMaker. Cancer statistics, 2002.” 2002): 23-47. [3]

Healthcare 66

Healthcare Construction Accountability Engineering 66

Beyond Philosophy

OCTOBER 18, 2018

Many of you might know that I started my global Customer Experience consultancy in 2002, back when the movement began. Looking at the different types of customers that you have and determining how to build social proof into the message can be an effective way to target your marketing and enhance your experience.

Advertising 100

Advertising Marketing Customer Experience Consulting 100

Natalie Petouhof

JULY 26, 2016

Pashler, Harold Psychological Bulletin, Vol. 116(2), Sep 1994, 220-244. i] The Concept of Flow: Handbook of Positive Psychology, Nakamura, J. and Csikszentmihayi, M.

Customer Experience 63

Customer Experience Construction Benchmark Big data 63