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

Distaste for losing motivates politicians, gamblers, businesspeople and importantly, ordinary consumers. 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.

2002 121

2002 Rewards Programs Consulting Books 121

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

Comm100

JANUARY 5, 2022

The real-time and accessible nature of live chat caters perfectly to today’s consumer expectations, while providing government agencies with an efficient and cost-effective channel. The chatbox should also be inviting enough to compel the consumer to engage. Zendesk Chat .

Government 98

Government 2002 Omnichannel Download 98

Kustomer

OCTOBER 28, 2022

All that was needed when it came to shopping for consumer electronics were specifications and dimensions of the products. Daniel Kahneman, psychologist, economist and winner of the 2002 Nobel Prize in Economics, introduced the idea of a dichotomy between two modes or systems of thought.

Customer Engagement 93

Customer Engagement Engagement Omnichannel 2002 93

Beyond Philosophy

MAY 3, 2018

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… ”. I founded my global Customer Experience consultancy in 2002.

Wireless 113

Wireless 2018 2017 2002 113

Beyond Philosophy

SEPTEMBER 19, 2019

The UK CSI measures what’s relevant to consumers and customers in five different areas: Professionalism: How helpful and knowledgeable are the people or websites I visit? She believes this decline has to do with many aspects: Consumers are more challenging and more demanding because of fewer resources and higher expectations. .

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

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

Optimove

JUNE 22, 2023

NFC (Near Field Communication) Not the first thing that comes to mind when we think of location targeting, NFC – or near field communication – made its debut in 2002, and today is frequently utilized by big brands to connect with customers to deliver these hyper-impactful moments that can make or break a campaign. 

Technology 98

Technology Customer Engagement Engagement Loyalty Programs 98

ijgolding

AUGUST 7, 2014

According to the British Beer & Pub Association (BBPA), the UK boasted 60,100 pubs in 2002. Although it is easy to point the finger of blame at the government and the economy, it must not be ignored that the behaviour of the British consumer has changed radically. By 2012, the number had declined to 49,433.

Customer Experience 80

Customer Experience 2002 2014 Customers 80

BirdEye

MAY 4, 2022

As one of the most popular review sites in the industry, they boast a 34 million-per-month consumer exposure with about 7 million consumer reviews from 2002 to 2022. DealerRater is a review site that specializes in car dealerships.

Automotive 105

Automotive 2022 2002 2021 105

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. It is feasible to imagine that these voices will result in firms making closer to real-time changes to products and services to provide satisfying experiences to consumers. Guess what?

2010 88

2010 Customer Satisfaction Competitive Advantage 2002 88

Beyond Philosophy

NOVEMBER 15, 2019

Price Image and other brand elements are challenging to disentangle in the minds of consumers. Since 2002, we have consulted brands all over the world and completed hundreds of successful implementations. You need to make a choice. Is it more critical to lower Price Image or to maintain your quality brand image?

2011 120

2011 2019 2002 Consulting 120

Beyond Philosophy

NOVEMBER 19, 2020

Perhaps most importantly, this age requires the realization that product attributes, features, and benefits have less influence on consumer decision making than what customers process unconsciously, emotionally, and from the perspective of the total experience. What Should People Focus on Right Now?

Customer Experience 133

Customer Experience ROI 2002 2005 133

Beyond Philosophy

JANUARY 7, 2016

This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. More organizations have embraced the emotional side of the Customer Experience. Thirteen years is a long time to be considered a madman! However, the Customer Experience movement has advanced.

2016 74

2016 2002 Insurance Books 74

SaleMove

MAY 26, 2020

I was born in 1995 and got my first PC in 2002 with Windows 95 on it. Given the high expectations towards services we consume, and the examples of Netflix, Amazon and many others, it’s time to look at what some of these customer journeys look like today and where they are headed. I’ve been browsing the web since then.

Social Media 52

Social Media Banking 2002 2025 52

Chadwick Martin Bailey

OCTOBER 4, 2019

It was 2002. Did I ever tell you about my dissertation…? Wait, don’t go! I promise it’s interesting. My advisor and I had been studying gender stereotypes, which we found were still depressingly pervasive. Then, for my dissertation, I examined reactions to men and women who broke the mold. ambitious) women and feminine (e.g.,

2002 81

2002 Entertainment Fashion Brands 81

BirdEye

JANUARY 11, 2023

This was followed by Friendster in 2002, Myspace in 2003, and then the launch of Facebook in 2004. Individuals use social media to stay connected with friends and family, share content, and consume news. Virtually everyone uses social media in some capacity, whether it’s for personal use or for business purposes.

Social Media 98

Social Media Multi-Channel Advertising 2002 98

Beyond Philosophy

JANUARY 7, 2016

This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. More organizations have embraced the emotional side of the Customer Experience. Thirteen years is a long time to be considered a madman! However, the Customer Experience movement has advanced.

2016 60

2016 2002 Insurance Books 60

Oracle

MARCH 14, 2019

These lifelike — and often headless or faceless — bodies help consumers visualize how clothing and accessories could look on them. Nowadays, mannequins allow stores to highlight new inventory, while also improving customer experience by showing consumers how to dress an outfit and mix patterns, without having to undress themselves in store.

Customer Experience 69

Customer Experience 2002 Retail Consumers 69

Kustomer

FEBRUARY 25, 2020

All that was needed when it came to shopping for consumer electronics were specifications and dimensions of the products. Daniel Kahneman, psychologist, economist and winner of the 2002 Nobel Prize in Economics, introduced the idea of a dichotomy between two modes or systems of thought. Similarly, strong omnichannel companies see a 7.5%

Customer Experience 59

Customer Experience Omnichannel 2002 Customer Centricity 59

SurveySparrow

DECEMBER 9, 2019

In 2002, I wrote my first book, Secret Service – Hidden Systems that Deliver Unforgettable Customer Service. It is extremely hard and time-consuming. Originally I was flattered and I did it. Every time I spoke, 2-3 people would come up and ask me if I would speak to their companies. That is how the speaking started to grow.

Customer Service 90

Customer Service Books 2002 Measurement 90

C3Centricity

APRIL 17, 2018

OK, so I’m not talking about the 2002 Minority Report. Revise your definition of “in-market” consumers. While the forthcoming GDPR in Europe will increase the security on this data and our permission for companies to use it, data driven marketing is not all bad news. ” He said they are: Demand fresher data.

Customer Centricity 118

Customer Centricity Innovation Airlines 2002 118

BirdEye

OCTOBER 31, 2023

Social media management 40% of consumers use social media to find a local business. Listing management Birdeye research shows that 71% of consumers reported having a negative experience because of incorrect local business information found online. SEO Image SEO Image has been around since 2002 and is headed by Alan Rabinowitz.

Management 111

Management Social Media Multi-Channel Automotive 111

Forrester's Customer Insights

APRIL 9, 2024

Yet, his contribution to modern economics, for which he received the Nobel Prize in 2002, remains unparalleled. He was trained as a psychologist and spent much of his career at Princeton as a psychology and public affairs professor. Kahneman’s research has shaped much of how today’s experts think about […]

2002 29

2002 Consumers Brands B2C 29

Answer Dash

OCTOBER 15, 2018

As Steven Wastie, chief marketing and revenue officer of Origami Logic, observed, “The biggest challenge and opportunity for us around content is understanding the context within which the content is consumed. One expert we spoke to credited the growing emphasis on customer experience to the models set by consumer merchandisers.

B2B 76

B2B Marketing Customer Experience 2002 76

Magellan Solutions

APRIL 16, 2020

Procter & Gamble, or P&G, is one of the world’s biggest consumer goods corporations. LinkedIn Corporation was founded in 2002 in California, where its headquarters are located to this day. For their international operations, they outsourced sales teams who are natives to the location. Procter & Gamble.

Telecommunications 82

Telecommunications Wireless Automotive 2002 82

Comm100

MARCH 8, 2017

Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. According to Shaw, “When I started Beyond Philosophy, in 2002 the subject of Customer Experience was new. Shep Hyken.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Comm100

FEBRUARY 1, 2023

Live chat has gained popularity in recent years, with 73% of consumers saying that it is the most satisfactory way to communicate. 90% of consumers say that when they interact with a brand online, they expect an immediate response. 76% of consumers are more likely to engage with brands when they feel understood on a personal level.

2009 75

2009 Communication 2002 Connections 75

Magellan Solutions

MARCH 4, 2020

Complainants stressed that AMEX violated the Right to Financial Privacy Act and Consumer Protection Act. Dell set up its first center in Bangalore in 2001 and opened a second site in Hyderabad in 2002. Support for small-business and consumer accounts only remained in India. However, it dropped its Indian call center in 2003.

E Commerce 64

E Commerce E-support Call Center Government 64

Gainsight

MARCH 1, 2024

As we stand at the cusp of technological advancements and evolving consumer expectations, it’s imperative to glean insights from those at the forefront of driving CS forward. I managed my first portfolio of accounts starting in 2002, so if I am doing my math correctly … a lot of years. What’s changed: What hasn’t changed?

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

transcosmos Information Systems

MARCH 16, 2016

IT services companies and IT professionals produce and consume their share of the bulk too. A popular blog about gadgets and technology, Gizmodo went live in 2002 and has grown to be Gawker Media’s most successful blog, driving more than 100 million page views a month in traffic.

Blog 69

Blog 2016 Government Technology 69

C Space

MARCH 25, 2020

Given the relationships we’ve built over time with participants, clients see this as an opportunity to have more trustworthy conversations with consumers – several of our clients, for instance, are shutting down a large part of their insights programs, but keeping their online communities. How Did It Work?

2002 40

2002 Airlines 2003 Travel 40

SurveySensum

JULY 17, 2023

According to PwC, “ Global Consumer Insights Pulse Survey ” 42% of customers surveyed cited products being out of stock as their biggest point of frustration. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. Frustrating, right? But why is that?

Retail 52

Retail Customer Experience Sports Customers 52

SurveySensum

JULY 17, 2023

According to PwC, “ Global Consumer Insights Pulse Survey ” 42% of customers surveyed cited products being out of stock as their biggest point of frustration. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. Frustrating, right? But why is that?

Retail 52

Retail Customer Experience Sports Customers 52

transcosmos Information Systems

MARCH 16, 2016

IT services companies and IT professionals produce and consume their share of the bulk too. A popular blog about gadgets and technology, Gizmodo went live in 2002 and has grown to be Gawker Media’s most successful blog, driving more than 100 million page views a month in traffic.

Blog 59

Blog 2016 Government Technology 59

SurveySparrow

OCTOBER 19, 2020

Qualtrics: It is also one of the oldest in the online survey industry, started in 2002. Not only is it a time-consuming affair, but it is also a frivolous pursuit to find one that is perfect. Started in 1999, SurveyMonkey provides an online survey tool and a suite of back-end programs. SAP bought Qualtrics for $8 billion in 2018.

Feedback 59

Feedback 2002 Events Customer Satisfaction 59