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VW To Buy Back Cars And Learns Cost Of Lying

Beyond Philosophy

As Customer Experience consultants, we can tell you that trust is an important thing for a Customer Experience. Back in 2005 we researched which emotions drive value ($$$) and which ones destroy it. We would give VW some free consultancy: Stop lying to customers and look to evoke more positive emotions from your customers.

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VW To Buy Back Cars And Learns Cost Of Lying

Beyond Philosophy

As Customer Experience consultants, we can tell you that trust is an important thing for a Customer Experience. Back in 2005 we researched which emotions drive value ($$$) and which ones destroy it. We would give VW some free consultancy: Stop lying to customers and look to evoke more positive emotions from your customers.

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Partner Spotlight: iLink

Aspect

iLink Solutions , an ARCOM Group company , was founded in 2005 and has been an Aspect partner since 2007. iLink offers strategic consulting, innovative products and services and specific solutions for identifying and applying improvements in operational efficiency and customer engagement. . iLink Solutions ?who Register now ! .

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The Remarkable Effect Facial Recognition Can Have on Your CX

Beyond Philosophy

Our guest, Zhecho Dobrev is a senior consultant at Beyond Philosophy and he shared some of the latest developments in the field. As global Customer Experience consultants, the challenge for us has always been capturing authentic customer emotions. We’ve been measuring emotions since 2005 with surveys.

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Designing Country Culture into Your Global Experience

Beyond Philosophy

This exercise is one of the first things we do when consulting an organization. In research that we did with London Business School back in 2005 for my book The DNA of Customer Experience: How Emotions Drive Value , we discovered that 20 emotions drive and destroy value. These are core emotions.

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4 out of 5 organizations have not increased their customer satisfaction since 2010!

Beyond Philosophy

In other words, we can compare satisfaction today to what it was in 1994, 2000, or 2005. Beyond Philosophy has been recognized by the Financial Times as the leading management consultancy for four years. Customer perceptions and attitudes about the experiences that they’re having with companies are dynamic. Click here.

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Why Too Many Organizations Do Not Take Customer Complaints Seriously

Beyond Philosophy

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. In the early days of our global Customer Experience consultancy, we worked with a water company in the UK, which is highly regulated but has a monopoly in their area.