Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what?

2010 88

2010 Customer Satisfaction Competitive Advantage 2002 88

GetFeedback

JANUARY 31, 2020

Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. Loyal customers drive increased revenue through referrals and repurchases, while the cost to acquire them has already been earned back. . Leverage CSAT for retention with focused survey questions.

Customer Retention 150

Customer Retention Net Promoter Score Omnichannel 2002 150

GetFeedback

JANUARY 6, 2020

Personas are developed based on a combination of factors developed through research into customer goals, challenges, habits, and demographics. The activities of the account team along with many other IBMers help deliver on the experience that customers expected and built loyalty for the long-term. . About the guest author.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Customer Guru

MARCH 7, 2018

I started my career with Convergys in 2002 as a Customer Service Representative. We have complaint-handling standard operating procedures, but a lot of times, we deviate from them so that we are able to resolve a customer’s concern up to his/her satisfaction. Connect with Shweta Jha on LinkedIn.

Customer Expectations 61

Customer Expectations Customer Experience E Commerce Management 61

Customer Guru

FEBRUARY 13, 2018

We encourage our readers to ask questions on similar challenges that they might have faced in their organizations while implementing customer experience measures. I started my career with Convergys in 2002 as a Customer Service Representative. We, as an organization, take customer satisfaction very seriously.

Customer Experience Management 93

Customer Experience Management E Commerce Customer Experience 2002 93

Kustomer

OCTOBER 28, 2022

This emphasizes why modernizing customer engagement is so important. 2) Ensure Differentiated Customer Experience by Appealing to Your Customers’ Emotions. 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

Very Best Service

JANUARY 20, 2011

Update November 2013: In order to assist people looking for a comprehensive definition of customer service we have collated a few below: definition #1 (source: wikipedia): " Customer service is the provision of service to customers before, during and after a purchase."

Definition 40

Definition Customer Service 2002 2013 40