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. Second, be careful about introducing an anchor when you want to know another person’s opinion. Discovering What Customers Don’t Know Themselves.

Personalization 413

Personalization Customer Experience Customer emotions Customer Service 413

SmartAction

FEBRUARY 27, 2023

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Each option has a role in customer service depending on what parts of the customer experience businesses want to automate and which parts they want live agents to handle.

Interactive Voice Response 76

Interactive Voice Response Contact Center Virtual Agent Self service 76

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what?

Technology 221

Technology Marketing Self service Customer Experience 221

Beyond Philosophy

APRIL 7, 2016

For example, only the other day I was talking to somebody who had Customer Experience in their job title. During the conversation, this person revealed the fact that he used to be in Customer Service. Too many people think that Customer Service is the same thing as Customer Experience. Me: (Sigh).

Consulting 284

Consulting Consulting Customer Experience Customer Service 284

Beyond Philosophy

MARCH 29, 2017

Employees are now referred to as Partners since the founder, John Spedan Lewis signed away his personal ownership rights to the employees some years ago. John Lewis is making headlines in the Customer Experience industry again for its investment in its omnichannel experience and for good reason—four million good reasons.

Technical Support 297

Technical Support Consulting Consulting Customer Experience 297

Beyond Philosophy

SEPTEMBER 19, 2019

Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction.

Big data 283

Big data Consulting Consulting Customer Experience 283

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. Custom routing . Live chat built for government and public services.

Government 82

Government CRM SaaS Marketing 82