Beyond Philosophy

SEPTEMBER 13, 2019

We started back in 2002, when nobody knew who we were, or, frankly, what a Customer Experience was. The circumstances of the attention, the bad press, and the goals for your organization all play a part in how you answer the question. To get attention, I published my thoughts on customer behavior and emotional experience anywhere I could.

2002 121

2002 Consulting Brands Loyalty 121

Beyond Philosophy

MAY 12, 2015

Psychologist and Professor Daniel Kahneman , winner of the 2002 Nobel Memorial Prize in Economic Sciences, explains why this is in his book, “ Thinking Fast and Slow ”. In truth, when your gut instinct turns out to be right, it is a result of the complicated system of decision-making your brain employs.

2002 147

2002 Books Events Reference 147

Beyond Philosophy

OCTOBER 19, 2016

Since 2002, I have worked with all types of industries. Who are these clients that call us wringing their hands after lying awake at night consumed with anxiety about their stagnant NPS scores? What are the easy things I say have already been done? What is this “next level of Customer Experience?”. Well, I will tell you.

Net Promoter Score 167

Net Promoter Score 2002 Insurance NPS 167

Customer Bliss

OCTOBER 3, 2019

She joined Citi in 2002 and held a number of portfolio management, marketing, and customer engagement positions. .” About Leslie McNamara. Prior to joining Citi, Leslie held positions with CoreStates Financial Corp, Mellon Bank, Qwest Interactive, and Proctor & Gamble.

Culture 147

Culture Customer Experience 2002 Retail 147

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He We talk about his journey in figuring out exactly what it was, well before Fred Reichheld wrote his ground-breaking book. About Brian. He arrived at that role in October 2007.)

NPS 163

NPS Net Promoter Score 2003 2007 163

Beyond Philosophy

SEPTEMBER 24, 2015

Several years ago, Professor Daniel Kahneman, winner of the 2002 Nobel Memorial Prize in Economic Sciences, looked closely at the idea that our minds have two systems of thinking in his book, “Thinking Fast and Slow”. The Kind of Thinking You Use. What kind of thinking you use to arrive at a decision has a huge impact on its accuracy.

2002 150

2002 Books Consulting Government 150

Beyond Philosophy

FEBRUARY 11, 2019

When I started my global Customer Experience consultancy in 2002, I had not been a consultant. In 2002, when I started Beyond Philosophy, no one on the broader market knew I was an expert in Customer Experience (or, frankly, what Customer Experience was). If I had a time machine, I might go back to 2002-Colin and tell him so.

ROI 83

ROI Financial 2002 Consulting 83

Beyond Philosophy

DECEMBER 31, 2019

In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured.

2020 152

2020 Customer Experience 2002 Consulting 152

Experience Matters

OCTOBER 10, 2017

Thaler often collaborated with another behavioral economist (and one of my favorite economists of all time), Daniel Kahneman, who won a Nobel Prize in 2002. He’s a well-known behavioral economist and author of the popular book Nudge. Note: there’s some foul language].

2002 57

2002 Government Financial Books 57

Beyond Philosophy

FEBRUARY 5, 2019

So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. Then I began conference speaking. Have an original idea.

Consulting 110

Consulting Financial 2002 Return on Investment 110

Beyond Philosophy

MARCH 16, 2015

I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. Customer Experience is a way of life, a cultural change, and a commitment needed from the heart as well as the head. It is not a slogan. I see dangers on the horizon we should all try to avoid.

2015 122

2015 CEM 2002 Books 122

Beyond Philosophy

FEBRUARY 20, 2017

As described by Professor Daniel Kahneman of Princeton’s Woodrow Wilson School (and winner of the 2002 Nobel Memorial Prize for Economics), we have a tendency to evaluate things in terms of gains and losses. And unless you recognize its power, you may make critical mistakes with your customer experience.

2002 121

2002 Rewards Programs Consulting Books 121

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. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

GetFeedback

JANUARY 31, 2020

Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. In fact, a survey by Brightback found that 97% of companies are prioritizing retention, proof of just how seriously businesses are taking this issue.

Customer Retention 150

Customer Retention Net Promoter Score Omnichannel 2002 150

Forrester's Customer Insights

JULY 15, 2021

When the COVID-19 pandemic forced stores to close, online commerce pulled ahead at the fastest rate since 2002. By May 2020, more than six in 10 US online adults reported making an online transaction, such as purchasing groceries or ordering restaurant delivery, for the first time.

2002 66

2002 Consumers Retail 2020 66

Beyond Philosophy

MARCH 29, 2017

I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. Then, they redesigned their channels to deliver on their brand promise by integrating the brick and mortar location with their online presence. Perhaps in this way, John Lewis is omniscient in their omnichannel strategy.

Omnichannel 119

Omnichannel 2002 Hotels Consulting 119

Beyond Philosophy

JULY 6, 2016

I wrote Building Great Customer Experiences , my first book about Customer Experience, in 2002 with John Ivens. 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.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

Beyond Philosophy

NOVEMBER 20, 2015

Since 2002, I have learned some truths about starting my own business. My new goal was to become the world’s foremost authority on the subject. Five books later, many keynote speeches, and many radio and TV interviews behind me, I am on my way to that goal. I have never looked back.

2002 137

2002 Books Consulting Presentation 137

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). Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy.

Measurement 174

Measurement Management Net Promoter Score 2002 174

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. I am apprehensive about my industry. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. My concerns only grow as we roll into 2018.

2018 125

2018 2002 2017 Customer Experience 125

Beyond Philosophy

AUGUST 10, 2016

As Customer Experience consultants, we have asserted since 2002 that the global marketplace necessitates a focus on your competitive differentiation. Like the consumer one might expect to find in Anytown, U.S.A., or waiting for the tube in London, the consumers in the Asia Pacific region expect you to provide a customer-centered experience.

Wireless 106

Wireless 2002 Consumers Consulting 106

Beyond Philosophy

APRIL 7, 2016

When I started consulting back in 2002, no one knew what Customer Experience was. It is more than a fad; it’s the competitive differentiator you need at a time when competition is fierce and not likely to ease up anytime soon. Now, in 2016, some still don’t. As I said, everybody has jumped on the Customer Experience bandwagon.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Comm100

JANUARY 5, 2022

Live Chat is one of the biggest providers that exist today, dating back to 2002. The live chat software integrates with a range of in-house tools, as well as Facebook Messenger. Zendesk Chat .

Government 97

Government 2002 Omnichannel Download 97

Beyond Philosophy

JULY 13, 2021

When I was writing my first book, Building Great Customer Experiences , back in 2002, I interviewed a source from BMW who said something I never forgot: “We don’t have any ‘Only-ers’ in our organization.” ” He meant that no employee did only one thing, like be an engineer or a sales associate.

Customer Experience 167

Customer Experience Call Center Hotels Insurance 167

Beyond Philosophy

OCTOBER 18, 2018

Many of you might know that I started my global Customer Experience consultancy in 2002, back when the movement began. Looking at the different types of customers that you have and determining how to build social proof into the message can be an effective way to target your marketing and enhance your experience.

2002 40

2002 Customer Experience Advertising Marketing 40

SaleMove

MAY 26, 2020

I was born in 1995 and got my first PC in 2002 with Windows 95 on it. I’ve been browsing the web since then. As a [close] representative of the notorious Gen Z, which now controls $45 billion in annual spending, I’ve seen cardinal changes happening in the financial services industry. Given the high expectations […].

2002 52

2002 Financial Blog Customers 52

Beyond Philosophy

MAY 3, 2018

I founded my global Customer Experience consultancy in 2002. The Labor Shadow business secretary even called out the merger for creating a duopoly with Tesco (the leading British Supermarket), which would have “ unrivaled power to dominate, dictating choice and prices for consumers… ”.

Wireless 113

Wireless 2018 2017 2002 113

Customer Guru

FEBRUARY 13, 2018

I started my career with Convergys in 2002 as a Customer Service Representative. We encourage our readers to ask questions on similar challenges that they might have faced in their organizations while implementing customer experience measures. Please give us a short introduction into your journey to becoming a CX professional.

Customer Experience Management 93

Customer Experience Management E Commerce Customer Experience 2002 93

Interactions

MARCH 16, 2023

The Stevie Awards, established in 2002, is one of the most coveted business awards in the world, honoring excellence in the workplace across various industries. The awards recognized Interactions Trustera as a Silver Stevie Winner in the Best Use of Technology in Customer Service – All Other Industries category.

Interaction 62

Interaction Technology 2002 Customer Service 62

Beyond Philosophy

JULY 20, 2021

Shortly after the BT Customer Experience program was a success, I wrote my first of seven books on Customer Experience, Building Great Customer Experiences (Palgrave Macmillan, 2002) , and started my global Customer Experience consultancy, Beyond Philosophy. The End of Average How We Succeed in a World That Values Sameness. by Todd Rose.

Books 148

Books Consulting 2002 Entertainment 148

Beyond Philosophy

SEPTEMBER 24, 2020

It reminded me of 2002 when I first started talking about getting into Customer Experience. There are a few out there, but not an overwhelming amount. Customer Science is not fully defined; it’s more of a fusion between technology, Customer Experience, and behavioral science.

Net Promoter Score 139

Net Promoter Score 2002 Customers Presentation 139

GetFeedback

JANUARY 6, 2020

Here’s a formal definition from persona thought leader Tony Zambito in 2002: Buyer personas are research-based archetypal (modeled) representations of who buyers are, what they are trying to accomplish, what goals drive their behavior, how they think, how they buy, and why they make buying decisions.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

SurveySensum

NOVEMBER 6, 2024

Customer Reviews * Source : Jan 10, 2023 Qualtrics Founded in 2002 and later acquired by SAP, Qualtrics has become a go-to solution for organizations focusing on Customer Experience , Employee Experience, Product Experience, and Brand Experience. For example, in a carousel setup, the hide element is harder to implement than a grid.

Feedback 52

Feedback Management 2002 Omnichannel 52

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. Before setting up Beyond Philosophy I spent most of my career working in large corporate companies, climbing the ladder of success. Company Politics .

2002 113

2002 Workshop Webinar Consulting 113

Kerry Bodine

APRIL 30, 2019

And while Friendster (founded in 2002) paved the way for Myspace, and Myspace (founded in 2003) paved the way for our current social media giants, neither deserve credit in my book for sparking the customer experience discipline. Yes, yes, social networks existed long before YouTube, Twitter, and Facebook.

Events 18

Events 2006 Net Promoter Score 2007 18

ijgolding

AUGUST 7, 2014

According to the British Beer & Pub Association (BBPA), the UK boasted 60,100 pubs in 2002. What they/we expect from a pub is on the whole different in 2014 to 2002. Increased duty on alcohol combined with tightening wallets/purses has seen many public houses across the land shut up shop. By 2012, the number had declined to 49,433.

Customer Experience 80

Customer Experience 2002 2014 Customers 80

Beyond Philosophy

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. Well…It depends! I implemented a strategy based on one of Oscar Wilde’s phrases. Wilde said, “There is only one thing in life worse than being talked about, and that is not being talked about.”

Books 110

Books 2002 Sales Entertainment 110