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? Click here.

Technology 221

Technology Marketing Self service Customer Experience 221

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

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

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

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 150

Consulting Consulting Customer Experience Customer Service 150

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. Smiling is not just good for the community where the sad sack or grouch lives, it also benefits the person doing the grinning. About David Nielson.

Consulting 56

Consulting Consulting Personalization Management 56

Sykes

SEPTEMBER 29, 2020

Marchela Bozhilova joined Symphony in 2015 as an associate consultant working on transformation projects — inspiring a change in the way organizations work through automation. Senior Client Services Director, SYKESHome. SYKESHome veteran Donette Feliciano launched her career as a customer service agent 17 years ago.

Accountability 98

Accountability Coaching Education Telecommunications 98