Beyond Philosophy

MAY 3, 2018

Both of the mergers will reduce the competition in each of the business sectors so the two merging companies can share costs and pool their resources to accomplish their goals of overtaking a market leader. I founded my global Customer Experience consultancy in 2002. Sprint and T-Mobile to Merge, in Bid to Remake Wireless Market.”

Wireless 113

Wireless 2018 2017 2002 113

Beyond Philosophy

SEPTEMBER 24, 2020

It reminded me of 2002 when I first started talking about getting into Customer Experience. Apple did pull the existing technology together to address a saturated phone market with a unique and advanced approach. There are a few out there, but not an overwhelming amount. The iPhone was also an idea whose time had come.

Net Promoter Score 139

Net Promoter Score 2002 Customers Presentation 139

C3Centricity

APRIL 17, 2018

And that it involves a culture change to move the organisation in this direction. “a strategy by which businesses create their products, content, and marketing campaigns so that they serve their customers first, and their organization second.” OK, so I’m not talking about the 2002 Minority Report.

Customer Centricity 118

Customer Centricity Innovation Airlines 2002 118

Beyond Philosophy

SEPTEMBER 19, 2019

I have been consulting on Customer Experience since 2002. There are times when you don’t need a personal experience, e.g., booking tickets late at night or buying staples for delivery from the market. It’s a Cultural Thing. . Companies do not train or develop their people sufficiently. .

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Unfortunately, many companies still don’t give that credit to their market research folks and what the marketing metrics tell them. Guess what? It’s at an all-time low for the last 17 years.

2010 88

2010 Customer Satisfaction Competitive Advantage 2002 88

Beyond Philosophy

NOVEMBER 19, 2020

For instance, a restaurant client of Carbone’s combines the HR and Marketing departments because they realized that their people were their single greatest asset. Even since I joined the movement back in 2002, the ideas of what a Customer Experience is, how it works, and what you can do to optimize it have changed a lot.

Customer Experience 133

Customer Experience ROI 2002 2005 133

Beyond Philosophy

APRIL 25, 2024

Today, we examine why storytelling is a powerful tool in a marketer’s toolbox. For instance, in 2002, people didn’t know what I meant by customer experience , so I would ask them to tell me a story about an experience they enjoyed and one they didn’t. Storytelling is an essential part of communication with customers, too.

Customer Engagement 78

Customer Engagement Engagement 2002 Workshop 78

Comm100

MARCH 8, 2017

Through the eyes of Nasser, the areas of leadership, people skills, teamwork, gender equality, and customer service blend into a masterful understanding of corporate culture and the customer experience. a website where businesses can explore the impact of a customer-centric culture transformation, and find the resources to do it.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. You have to invest in content marketing. So, I started by writing a book on Customer Experience called Building Great Customer Experiences (Palgrave Macmillan, 2002). This culture can be complex for an entrepreneur.

2002 88

2002 White Paper Consulting Books 88

Beyond Philosophy

OCTOBER 14, 2021

These organizations have disappeared because they didn’t adapt to a changing market. . Create a culture that welcomes new ideas. If you have a culture where the boss is right, and people cannot challenge you with new opinions, diverse opinions will be useless. However, failing to change can inhibit or halt progress.

2002 78

2002 Culture Advertising Sports 78

Natalie Petouhof

MARCH 6, 2017

Winning leaders have realized the value of a strong and effective culture as a crucial, competitive advantage. The speakers will share research, insights and strategies for building the culture of a company that magnetically attracts the top talent. I’ve written return on investment models for the value of human capital.

Culture 40

Culture Competitive Advantage 2015 2012 40

Beyond Philosophy

APRIL 20, 2023

I enjoyed neither the unethical organizational culture nor the job itself. Therefore, you must learn about the company culture and product before joining a company. At this point, I had done little more marketing for my Customer Experience consultancy than writing and marketing the books. Spend time there.

2004 78

2004 2002 Consulting Books 78

Magellan Solutions

MARCH 4, 2020

Some of the most common outsourced services are data processing, photo editing, e-commerce management , website design, and search engine marketing. India is now facing serious competition in the outsourcing market. The purpose of outsourcing was the movement of work to cheaper labor in Indian markets.

E Commerce 64

E Commerce E-support Call Center Government 64

SurveySparrow

MARCH 6, 2024

Market research! Though the company faced hiccups in its parent country, shifting to the US market brought significant growth and exposure. The founders initiated the platform to democratize the market by making it accessible to everyone. Let’s look at what sets them apart in the market. The best part?

Multi-Channel 52

Multi-Channel 2002 Healthcare Government 52

Smith+co CX

JANUARY 30, 2018

“The purposeful, intentional and consistent implementation of customer experience is the staple diet for market leading brands.”. Customers in turn are becoming disillusioned with brands because despite marketers using the highfalutin’ language of customer experience, their reality falls far short. 2018 and You.

2002 28

2002 2018 2017 2011 28

Kustomer

JANUARY 14, 2021

Ed mentions, “You keep your employees happy, you provide good culture and environment and training and coaching, they’re going to deliver good service to your customers.” You just have to look at a lot of these tools and processes to say, “Does marketing know what we’re doing on the support side? Are we sharing the same message?

Multi-Channel 57

Multi-Channel Contact Center Customers Sales 57

Qualtrics

FEBRUARY 20, 2019

I focused on workplace culture and structure, and their impact on GE’s overall performance”. If you don’t get your internal operations and culture right, then you stand little chance of mastering CX. CX is a reflection of your company’s culture; who you are externally is a manifestation of the internal”. On launching the CXPA.

2002 30

2002 B2B Culture Events 30

C Space

MARCH 25, 2020

Build cultural understanding : We have the ability to understand how customers from one side of the world to another are experiencing and reacting to changes, allowing us to tailor local marketing and comms so messages feel authentic and relevant. It keeps a business’s stakeholders close to their customers.

2002 40

2002 Airlines 2003 Travel 40

West Monroe

NOVEMBER 11, 2021

The industry last went through such a time when forecasts of severe shortages and high prices ended with hydrofracking, abundant supplies, low prices, and creation of a robust market for exports. The operating model design helps drive a safety compliance culture in which employees and contractors have positive attitudes toward compliance.

Transportation 52

Transportation Government 2002 Technology 52

C Space

JULY 21, 2020

eBay acquired PayPal in 2002 and spun it off in 2015. What we see across the whole industry is that the used car market is really buoyant.” According to a poll from market research group NPD , only 10% of people get dressed for working from home at the start of the day and then change into comfortable clothes later.

2020 52

2020 Brands Transportation 2002 52

SmartKarrot

APRIL 13, 2020

Their belief in the ‘creativity’ of their engineers and the ‘culture’ of their organization proved to be productive in creating multiple products and apps for agents, managers, end customers, and developers. A success rate like this is rarely found in the world, without even spending insane money on marketing. Raising a $2.8

2020 19

2020 2019 2002 2008 19

Magellan Solutions

APRIL 30, 2020

In 2002, the financial giant signed a 10-year contract worth $700 million with a human resources outsourcing company. With the mounting pressure to cut costs due to the slow growth in emerging markets, the snacks company Mondelez International planned to resolve this through the massive outsourcing of white-collar jobs.

2002 52

2002 Financial Retail Innovation 52

Qualtrics

JANUARY 7, 2020

“Leaders are in a position of power, and if they start to make unethical decisions it can quickly lead to a toxic workplace culture.”. Ethics matters in business because it is an important component of a company’s culture , its dealings with customers and suppliers, its brand and public image , and its relationship to its immediate community.

2019 26

2019 Leadership Culture Social Media 26

InteractionMetrics

MARCH 20, 2025

The platform even analyzes employee feedback to tackle service gaps and drive cultural changes that improve both frontline retention and customer satisfaction. Runner Up: Qualtrics XM Qualtrics XM is a power tool for measuring all your customer, employee, and market touchpoints across over 20,000 global brands in 100+ countries.

2025 52

2025 Multi-Channel Contact Center Social Media 52

Storyminers

FEBRUARY 17, 2021

It’s similar to marketing, but it’s not just about communication. There may be cultural differences, but the fears and the problems are really the same. Before starting Storyminers in 2002, I ran a digital agency in the ‘90s and worked as IBM’s eVisionary at the turn of the millennium. When you subtract one from the other (e.g.,

2002 59

2002 Government Travel 2010 59

Brandwatch CX

JANUARY 25, 2019

Having turned down two of the biggest tech companies in the world, Zuckerberg headed off to Harvard in 2002. Meanwhile Facebook’s market capitalization was growing, reaching $200 billion by September and showing the company was still moving forward financially. It’s here where the origins of Facebook can be found.

2009 89

2009 2007 2008 2017 89