case-studies improving-customer-experience-maersk-line 
Beyond Philosophy
SEPTEMBER 8, 2022
My best was with Maersk Line, the largest shipping container company in the world. On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense.
Beyond Philosophy
SEPTEMBER 3, 2022
In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. To that end, in this episode we share the five rules of a successful customer experience implementation. Analyze: What changes are possible that might improve experiences?
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Beyond Philosophy
NOVEMBER 30, 2023
One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. This strategy is ideal for getting an improvement program off the ground. After all, no one can address everything at once.
Beyond Philosophy
JANUARY 2, 2019
I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. Maersk Line is an excellent example.
Beyond Philosophy
JULY 7, 2015
When it comes to Customer loyalty and retention, most organizations want to appeal to the rational side of their Customers. What I know from over a decade in the Customer Experience game, however, is that rationality has less to do with it than you think. Over 50% of the Customer’s Experience is tied to their emotions.
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