Beyond Philosophy

DECEMBER 19, 2017

Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. I founded Beyond Philosophy in the UK back in 2002. Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Brands in the U.S., however, rose from 7.42 in 2016 to 7.75

Customer centricity 383

Customer centricity Consulting Consulting Banking 383

Beyond Philosophy

FEBRUARY 5, 2019

So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). If you aren’t original, then you aren’t really adding anything of value to the greater business community, or the reputation of marketing consultants in general. Have an original idea.

Consulting 276

Consulting Consulting Benchmark Marketing 276

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Unfortunately, many companies still don’t give that credit to their market research folks and what the marketing metrics tell them. 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

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. However, after probing further, I learned he was in market research a year ago and changed his job title. Many people jumped on the bandwagon and like my friend in market research, changed their job titles. I am apprehensive about my industry.

Customer Experience 314

Customer Experience Consulting Consulting Marketing 314

Beyond Philosophy

DECEMBER 31, 2019

In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. If you get a lot of new customers but lose a bunch of old ones, then you won’t increase your market share. . Customer Experience has matured. It was quite a gamble to take it on since nobody was talking about it then.

Customer Experience 383

Customer Experience Consulting Consulting Chatbots 383

Beyond Philosophy

JULY 6, 2016

Three Truths Every Marketer Should Know about CX in China. China has potential to leap-frog other markets as it is a massive opportunity. This research emphasizes the fact that those organizations that truly embrace the ideology behind a culture of Customer Centricity have enormous potential for opportunity and growth in a new market.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

FEBRUARY 5, 2019

So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). If you aren’t original, then you aren’t really adding anything of value to the greater business community, or the reputation of marketing consultants in general. Have an original idea.

Consulting 150

Consulting Consulting Benchmark Marketing 150

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. However, once the market reached its saturation point, the companies realized they were losing customers pretty fast (called churn). I wondered how I did that. Are you too focused on sales revenue?

Customer centricity 428

Customer centricity Airlines Consulting Consulting 428

Answer Dash

OCTOBER 15, 2018

Our team at BrightTALK recently had a chance to interview a number of marketing professionals and get their thoughts and predictions about some of the key trends in B2B marketing. Now more than ever, marketers have a variety of new and traditional options in their toolboxes.

B2B 76

B2B Marketing Customer Experience Benchmark 76

SmartAction

MARCH 7, 2023

After several years of steady growth, 2023 marks the year when the global conversational AI (CAI) market should really take off. What are the key drivers of this explosive growth in the CAI market? These market offerings blur the lines between what customers interpret as a computer conversation and a live human agent.

Multichannel 82

Multichannel Virtual Agent Self service Accountability 82

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). Attention Cluster: These emotions are what marketing tries to evoke. They get customers’ attention and draw them in.

Customer emotions 436

Customer emotions Management Journey mapping Customer advocacy 436

Beyond Philosophy

MAY 3, 2018

Both of the mergers will reduce the competition in each of the business sectors so the two merging companies can share costs and pool their resources to accomplish their goals of overtaking a market leader. I founded my global Customer Experience consultancy in 2002. Sprint and T-Mobile to Merge, in Bid to Remake Wireless Market.”

Wireless 285

Wireless Consulting Consulting Airlines 285

Beyond Philosophy

MARCH 29, 2017

Forbes once described the omnichannel experience as the point where “ marketing meets ubiquity ,” an apt description. I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. Furthermore, there are seven essential elements to your omnichannel approach that you can’t afford to forget.

Technical Support 298

Technical Support Consulting Consulting Customer Experience 298

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” 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.

Customer centricity 208

Customer centricity Banking Enterprise Government 208

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. This has happened on a number of occasions as we gain insights and respond to market conditions. Company Politics . because that’s what it felt like.

Consulting 283

Consulting Consulting Customer Experience Marketing 283

Beyond Philosophy

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. ” We discussed marketing efforts in our latest podcast. .” ” We discussed marketing efforts in our latest podcast. One of the things that came up was the question, when marketing an idea or organization, is any press good press?

Entertainment 277

Entertainment Sales Consulting Consulting 277

Beyond Philosophy

SEPTEMBER 24, 2020

It reminded me of 2002 when I first started talking about getting into Customer Experience. Apple did pull the existing technology together to address a saturated phone market with a unique and advanced approach. There are a few out there, but not an overwhelming amount. The iPhone was also an idea whose time had come.

Entertainment 349

Entertainment Consulting Consulting Finance 349

Beyond Philosophy

AUGUST 10, 2016

58% of Filipinos would rather resolve many of the issues via self-service which was higher than the 54% reported for the global market. As Customer Experience consultants, we have asserted since 2002 that the global marketplace necessitates a focus on your competitive differentiation. In the past, that meant having the best price.

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

APRIL 7, 2016

Ricoh Canada who improved their Net promoter score by 34 points in 30 months and have subsequently grown revenues by 10% year on year, in a ‘shrinking printer usage market”. When I started consulting back in 2002, no one knew what Customer Experience was. Top 50 Marketing Thought Leader’ Reveals Latest Trend.

Consulting 284

Consulting Consulting Customer Experience Customer Service 284

SmartAction

JULY 13, 2018

With AI adoption within contact centers at an all-time high, the Los Angeles based company is prepared to scale its impact as the market searches for omni-channel automation approaches to offload the conversations handled by live agents today. For more information, visit www.smartaction.ai.

Call Center 40

Call Center Marketing B2B Contact Center 40

Beyond Philosophy

NOVEMBER 20, 2015

Since 2002, I have learned some truths about starting my own business. Colin is proud to be recognized by Brand Quarterly’s as one of the ‘Top 50 Marketing Thought Leaders over 50’. My new goal was to become the world’s foremost authority on the subject. I have never looked back.

Consulting 345

Consulting Consulting Customer Experience Accountability 345

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. There is no shortage of live chat providers on the market. Zendesk Chat .

Government 77

Government CRM SaaS Marketing 77

Beyond Philosophy

NOVEMBER 15, 2019

For example, a story ran in The Denver Post several years ago about the opening of another market, Trader Joe’s, which has a low Price Image. That’s also true of Customer Experience actions and marketing actions, too. However, the perception is that Whole Foods are far more expensive than other stores.

Construction 301

Construction Consulting Consulting Airlines 301

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. Understanding how customer behavior affects revenue, market share, retention, acquisition, etc., More organizations have embraced the emotional side of the Customer Experience.

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. Understanding how customer behavior affects revenue, market share, retention, acquisition, etc., More organizations have embraced the emotional side of the Customer Experience.

Employee engagement 150

Employee engagement Big data Analytics Education 150

Beyond Philosophy

APRIL 7, 2016

Ricoh Canada who improved their Net promoter score by 34 points in 30 months and have subsequently grown revenues by 10% year on year, in a ‘shrinking printer usage market”. When I started consulting back in 2002, no one knew what Customer Experience was. Top 50 Marketing Thought Leader’ Reveals Latest Trend.

Consulting 150

Consulting Consulting Customer Experience Customer Service 150

Beyond Philosophy

SEPTEMBER 19, 2019

I have been consulting on Customer Experience since 2002. There are times when you don’t need a personal experience, e.g., booking tickets late at night or buying staples for delivery from the market. 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

SmartAction

FEBRUARY 11, 2020

As the global intelligent virtual agent market is expected to reach $11.3b SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service. About SmartAction.

Virtual Agent 56

Virtual Agent Self service Enterprise SaaS 56

SmartAction

OCTOBER 19, 2022

Conversational chatbots are one of the top market disruptors in call center automation. 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.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

Beyond Philosophy

OCTOBER 18, 2018

Marketers use this fact to get your attention to their product. A great example of this type of marketing is found on Amazon. This banner is an example of how marketers use “social proof” to sell products. Many of you might know that I started my global Customer Experience consultancy in 2002, back when the movement began.

Advertising 100

Advertising Marketing Customer Experience Consulting 100

C3Centricity

APRIL 17, 2018

“a strategy by which businesses create their products, content, and marketing campaigns so that they serve their customers first, and their organization second.” While the forthcoming GDPR in Europe will increase the security on this data and our permission for companies to use it, data driven marketing is not all bad news.

Customer centricity 75

Customer centricity Airlines Advertising Marketing 75

AWS Machine Learning

OCTOBER 6, 2023

The applications also extend into retail, where they can enhance customer experiences through dynamic chatbots and AI assistants, and into digital marketing, where they can organize customer feedback and recommend products based on descriptions and purchase behaviors.

Personalization 118

Personalization Engineering Construction Transportation 118

Voxjar

JUNE 8, 2021

Klaus has a unique take on marketing that really stands out from the crowd with their mascot. The downsides of speech analytics generally boil down to a lack of support, overly complicated interfaces, and marketing the software as a magic solution to all of your problems. callminer.com Founded in 2002 Based in Waltham Massachusetts.

Call Center 51

Call Center Analytics Enterprise Sales 51

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

C Space

MARCH 25, 2020

Build cultural understanding : We have the ability to understand how customers from one side of the world to another are experiencing and reacting to changes, allowing us to tailor local marketing and comms so messages feel authentic and relevant. This can inspire new customer-led principles for activations during this time.

Airlines 40

Airlines Surveys Marketing Accountability 40

Beyond Philosophy

MARCH 24, 2022

As a marketer, using an influencer might be a way to promote your product or services. Back in 2002, I founded my global Customer Experience consultancy, Beyond Philosophy, I fancied myself an influencer on Customer Experience, and I was. That’s too much to ask of the non-conscious influences in your marketing strategy.

Consulting 39

Consulting Consulting Banking Personalization 39