Beyond Philosophy

DECEMBER 25, 2021

This new year also coincides with the 20 th anniversary of me founding my global Customer Experience Consultancy, Beyond Philosophy and publishing my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). What is Our Personal and Business Learning for The Year appeared first on CX Consulting.

Personalization 195

Personalization Consulting Consulting Customer Experience 195

Beyond Philosophy

OCTOBER 23, 2021

In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was. Meanwhile, Lewis Carbone was championing Customer Experience and founding his consultancy and philosophy in ExpereinceEngineering. Now, 2021, Customer Experience as we know it is dying.

Customer Experience 195

Customer Experience Consulting Consulting Customer emotions 195

Beyond Philosophy

JANUARY 22, 2022

13:27 Colin reads some articles for 2002 regarding CRM, when experiences were becoming a new focus and compares it to what is happening with Customer Experience today. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. appeared first on CX Consulting.

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CRM Consulting Consulting Customer Experience 195

Beyond Philosophy

SEPTEMBER 13, 2019

In the early days of our global Customer Experience consultancy, Wilde’s statement sums up the marketing efforts for my brand. We started back in 2002, when nobody knew who we were, or, frankly, what a Customer Experience was.

Consulting 304

Consulting Consulting Marketing Customer Experience 304

Beyond Philosophy

SEPTEMBER 17, 2020

Back in 2002, I spoke with Ian McAllister, former Chairman and Managing Director of Ford Motor Company, Ltd., in the UK for my book, Building Great Customer Experiences (Palgrave Macmillan, 2002). The post Aesthetics: Why This is A Vital Part of Your Experience appeared first on CX Consulting.

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Consulting Consulting Customer Experience Customer Care 410

Beyond Philosophy

DECEMBER 31, 2019

I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. However, 17 years later, far more than my consultancy is talking about it. .

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Customer Experience Consulting Consulting Chatbots 383

Beyond Philosophy

APRIL 20, 2023

Expanding Too Quickly Around 2004, I made the mistake of thinking that my global Customer Experience Consultancy was about to experience rapid growth. At this point, I had done little more marketing for my Customer Experience consultancy than writing and marketing the books. They are gold…or, I should say, diamonds.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

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.” It started when the consultant arrived to assess the damage and demanded a payment of £200 before they started.

outsourcing 419

outsourcing Customer Experience Journey mapping Call Center 419

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. In our Global Customer Experience Consultancy, we were doing some work with an airline. The post 7 Questions That Reveal Whether Your Company is Committed to CX appeared first on Customer Experience Consulting.

Customer centricity 428

Customer centricity Airlines Consulting Consulting 428

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.

Consulting 419

Consulting Consulting Customer Experience Call Center 419

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). The post The 5 Rules of Measuring and Managing Customer Emotions appeared first on CX Consulting.

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Customer emotions Journey mapping Management Customer advocacy 436

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). What is Our Personal and Business Learning for The Year appeared first on CX Consulting.

Personalization 195

Personalization Consulting Consulting Quality management 195

COPC

MARCH 24, 2020

a global consulting firm that helps companies improve operations to optimize the customer experience, announces the immediate virtualization of consulting, training, certification and Vendor Management Organization (VMO) services. s portfolio of training, consulting and certification services has been transformed for virtual delivery.

Consulting 40

Consulting Consulting Best practices Call Center 40

Beyond Philosophy

MARCH 29, 2017

I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Perhaps in this way, John Lewis is omniscient in their omnichannel strategy.

Technical Support 298

Technical Support Consulting Consulting Customer Experience 298

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Beyond Philosophy has been recognized by the Financial Times as the leading management consultancy for four years. Guess what? It’s at an all-time low for the last 17 years. Click here.

Technology 222

Technology Marketing Self service Customer Experience 222

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 post 3 Dangers of Employing Smart People appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Government 377

Government Consulting Consulting Personalization 377

Beyond Philosophy

MAY 3, 2018

As a global Customer Experience consultant hearing this news, I worry, too. I founded my global Customer Experience consultancy in 2002. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Let us know in the comments below.

Wireless 285

Wireless Consulting Consulting Airlines 285

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. Republished with permission from CustomerThink.com.

Customer centricity 208

Customer centricity Banking Enterprise Consulting 208

Beyond Philosophy

JANUARY 27, 2022

In some ways, I was riding the crest of CX, founding my global CX consultancy, Beyond Philosophy, twenty years ago and writing seven books on the subject over the past two decades. . In 2002, Fred Reichheld, inventor of Net Promoter Score® [1] , wrote in the Harvard Business Review, “ Avoid the Four Perils of CRM.”

CRM 195

CRM Consulting Consulting Quality management 195

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. I wrote Building Great Customer Experiences , my first book about Customer Experience, in 2002 with John Ivens. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

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. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

NOVEMBER 15, 2019

Since 2002, we have consulted brands all over the world and completed hundreds of successful implementations. To learn more about how our Global Customer Experience Consultancy can help you, please click here. . Beyond Philosophy can help. THE REMARKABLE POWER OF HABIT TO TRANSFORM CUSTOMER BEHAVIOR. 28 August 2017.

Construction 301

Construction Consulting Consulting Airlines 301

Beyond Philosophy

SEPTEMBER 24, 2020

It reminded me of 2002 when I first started talking about getting into Customer Experience. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. appeared first on CX Consulting. Follow Colin Shaw on Twitter @ColinShaw_CX.

Entertainment 349

Entertainment Consulting Consulting Finance 349

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. I am apprehensive about my industry. My concerns only grow as we roll into 2018. To sign up click here.

Customer Experience 314

Customer Experience Consulting Consulting Marketing 314

Beyond Philosophy

APRIL 7, 2016

When I started consulting back in 2002, no one knew what Customer Experience was. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. It is more than a title change or a catch phrase. Now, in 2016, some still don’t.

Consulting 284

Consulting Consulting Customer Experience Customer Service 284

Beyond Philosophy

NOVEMBER 20, 2015

A second journey to establish a consulting company based on Customer Experience. Since 2002, I have learned some truths about starting my own business. The post The Truths All Bosses Know About Being the Boss appeared first on Beyond Philosophy | CX Consultants | Customer Experience. I had the idea of a second career.

Consulting 345

Consulting Consulting Customer Experience Accountability 345

Beyond Philosophy

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. Colin Shaw is the founder and CEO of Beyond Philosophy, one of the world’s leading Customer experience consultancy & training organizations. appeared first on Customer Experience Consulting. Well…It depends! Follow Colin Shaw on Twitter @ColinShaw_CX.

Entertainment 277

Entertainment Sales Consulting Consulting 277

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

Customer Relationship Metrics

MAY 8, 2017

Surveys with fewer response options are “forcing” respondents into a category that causes information loss and renders the results to be less reliable than those with more variability (Van Bennekom, 2002). Surveys with more response alternatives are more reliable than those with fewer responses (Scherpenzeel, 2002; Alwin and Krosnick, 1991).

Surveys 90

Surveys Interactive Voice Response Construction Accountability 90

Beyond Philosophy

SEPTEMBER 19, 2019

I have been consulting on Customer Experience since 2002. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Customer Experience design is often through the lens of the organization rather than from a customer’s point of view.

Big data 283

Big data Consulting Consulting Customer Experience 283

Beyond Philosophy

APRIL 7, 2016

When I started consulting back in 2002, no one knew what Customer Experience was. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. It is more than a title change or a catch phrase. Now, in 2016, some still don’t.

Consulting 150

Consulting Consulting Customer Experience Customer Service 150

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!

Employee engagement 186

Employee engagement Big data Analytics Education 186

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!

Employee engagement 150

Employee engagement Big data Analytics Education 150

Insite Managed Solutions

MAY 31, 2018

If you have events which can significantly impact your call volumes, then CLICK HERE to schedule a consultation with Insite or give us a call at 239-204-2002.

Service level 40

Service level Consulting Consulting Contact Center 40

Chip Bell

JANUARY 22, 2019

In a 2002 study performed in Sweden , researchers confirmed what our grandmothers already knew—people respond in kind to the facial expressions they encounter. David Nielson brings over four decades of corporate, Fortune 500, and private consulting experience in organizational change management, leadership development, and training.

Consulting 56

Consulting Consulting Personalization Management 56

Taylor Reach Group

MARCH 6, 2020

Between November 2002 and July 2003, an outbreak of SARS in southern China caused an eventual 8,098 cases, resulting in 774 deaths reported in 17 countries.”[ To find out more about how Taylor Reach can help your company with pandemic planning, CLICK HERE to schedule a free consultation.

Contact Center 131

Contact Center outsourcing Coaching Consulting 131

Answer Dash

OCTOBER 15, 2018

That emphasis is only continuing to grow; according to a study by Walker, the consulting firm, customer experience will overtake price and product as the key brand differentiator by the year 2020. Little’s e-business consulting group. Marketing is typically tasked with overseeing the entire digital experience.

B2B 76

B2B Marketing Customer Experience Benchmark 76