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

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. Signals from management and fellow employees will do more to improve your Customer Experience than a set of rigorous metrics reviewed at the weekly meeting. I wondered how I did that.

Customer centricity 428

Customer centricity Airlines Consulting Consulting 428

Customer Relationship Metrics

MAY 8, 2017

Most often, customer satisfaction research in the contact industry is intended to be one of the metrics in performance management programs. Research also highlights a cognitive difference between a rating of 3 and a rating of 4 that is smaller than between a rating of 4 and a rating of 5 on the 5–point scale (Van Bennekom, 2002).

Surveys 90

Surveys Interactive Voice Response Construction Accountability 90

Voxjar

JUNE 8, 2021

callminer.com Founded in 2002 Based in Waltham Massachusetts. They have some cool out of the box metrics like their Tethr Effort Score and some great shortcuts for setting up new analytics categories.

Call Center 51

Call Center Analytics Enterprise Sales 51

AWS Machine Learning

FEBRUARY 9, 2023

Since 2002, the land ice sheets in Antarctica have been losing mass at a rate of 151.0 billion metric tons per year. Earth’s changing climate poses an increased risk of drought due to global warming. Since 1880, the global temperature has increased 1.01 °C. Since 1993, sea levels have risen 102.5 millimeters.

Engineering 55

Engineering APIs Metrics Management 55

Comm100

FEBRUARY 1, 2023

LiveChat Headquartered: Wrocław, Poland Founded: 2002 LiveChat provides online chat solutions for schools wanting to build relationships and drive acquisition, with customers including Deakin University, University of Toronto, University of Maryland, and Berlitz. This solution is easily integrated with Zendesk Support for omnichannel support.

Education 89

Education Wait times Personalization Surveys 89

Vistio

JUNE 29, 2021

” The first thing I did, this is 2002 or 2003, remember, I went to Yahoo, not Google, but Yahoo and looked up, “What is CRM?” Within a couple of days, I got a callback and they were asking if I’d be interested in interviewing for their CRM team. And I said, “Of course. I’d be delighted.”

Contact Center 52

Contact Center Consulting Consulting outsourcing 52