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Is Customer Experience Dying? The Three Pioneers of The Movement Debate

Beyond Philosophy

In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was. By 2005, I had undertaken research to determine the 20 emotions that drive or destroy value , to prove that incorporating customer emotions into experiences provides an ROI.

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The Future of Workforce Management for Contact Centers, with Daryl Gonos

NobelBiz

Daryl Gonos is probably the best person to talk to when it comes to managing agents in this type of space. After starting out in consulting as the co-founder and CEO of Workforce Management Group, Daryl and his partners started CommunityWFM in 2005, a modern workforce management solution, specifically tailored to multichannel call centers.

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Why Managing Customer Emotions Is Even More Than You Think

Enghouse Interactive

Therefore, managing what your customers remember is imperative for organisations today. When applying these concepts to a customer experience organisations should understand how to positively define, engineer, and manage the memory of their customers. Your customers do not choose you based on the experience you provide.

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

Beyond Philosophy

His research focuses on customer satisfaction, customer experience, measurement, and management. With so many companies concentrating on investing resources in customer experience management, with all the technology and tools in use to make it easier than ever before, why don’t we see the opposite? So, how can this be?

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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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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.

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Aesthetics: Why This is A Vital Part of Your Experience

Beyond Philosophy

Furthermore, in 2005 at the height of Apple’s existence, Townsend was clear that much of the brand’s popularity was due to its design, which was beautiful, intelligent, and simple—right down to the box it came in. . Back in 2002, I spoke with Ian McAllister, former Chairman and Managing Director of Ford Motor Company, Ltd.,