Customer Guru

FEBRUARY 13, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Experience Management 93

Customer Experience Management E Commerce Customer Experience 2002 93

Ecrion

FEBRUARY 24, 2020

This interaction is certainly part of my Customer Experience with them. And, it was a component of a Digital Experience. This is definitely Customer Communication Management and creating the service contract is Document Automation. At Ecrion, we call that Customer Experience Automation. Why choose?

Customer Experience 52

Customer Experience Multi-Channel Document 2002 52

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. I founded Beyond Philosophy in the UK back in 2002.

2002 153

2002 2017 Customer Centricity Consulting 153

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. But how to do that? Let’s talk about it.

Retail 52

Retail Customer Experience Sports Customers 52

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. But how to do that? Let’s talk about it.

Retail 52

Retail Customer Experience Sports Customers 52

Beyond Philosophy

FEBRUARY 11, 2019

My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. When I started my global Customer Experience consultancy in 2002, I had not been a consultant. When I started my global Customer Experience consultancy in 2002, I had not been a consultant.

ROI 83

ROI Financial 2002 Consulting 83

Beyond Philosophy

SEPTEMBER 17, 2020

Back in 2002, I spoke with Ian McAllister, former Chairman and Managing Director of Ford Motor Company, Ltd., in the UK for my book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Managing customer perception of your aesthetics is essential.

2002 163

2002 Fashion Financial 2005 163

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? So, how can this be?

2010 88

2010 Customer Satisfaction Competitive Advantage 2002 88

Beyond Philosophy

JANUARY 22, 2022

I started Beyond Philosophy 20 years ago when Customer Experience was the next big thing; the new concept that was going to change everything in business. The last big thing, Customer Relationship Management (CRM), was old news. Now, in 2022, I see the next big thing: Customer Science. Complete this short survey.

2002 78

2002 2022 Customer Satisfaction Consulting 78

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. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? And it was dead simple to understand.

Events 59

Events 2006 Net Promoter Score 2007 59

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? And it was dead simple to understand.

Events 59

Events 2006 Net Promoter Score 2007 59

Comm100

JANUARY 5, 2022

Excellent user experience . If something is complicated to use, customer experience will immediately suffer, and as so will engagement. This makes it all the more important to know how your live chat provider is managing your and your customers’ data, and what measures it has in place to detect and neutralize security breaches.

Government 82

Government 2002 Omnichannel Download 82

Natalie Petouhof

JULY 26, 2016

Tweet The need for customer experience to improve is not a myth. With the advent of CoIT, we’ve actually imposed a new set of demands on our customer’s brains. And at the same time customer’s flow-oriented brains simply aren’t wired to deal with poor digital experience interactions. In fact, here’s why.

Customer Experience 63

Customer Experience 2002 2006 Download 63

Beyond Philosophy

DECEMBER 25, 2021

This new year also coincides with the 20 th anniversary of me founding my global Customer Experience Consultancy, Beyond Philosophy and publishing my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). Key Ideas to Improve your Customer Experience.

2002 78

2002 2021 Customer Satisfaction Consulting 78

Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. This was voted on by clients and peers, we couldn’t be more honored or proud.

Consulting 110

Consulting Financial 2002 Return on Investment 110

Answer Dash

OCTOBER 15, 2018

In addition to tried-and-true foundational practices, our group of professionals shared their insights into new ways of approaching demand generation, improving content marketing, and leveraging early forms of machine learning and AI — all within the framework of a vastly expanded appreciation of the central role of the customer experience.

B2B 76

B2B Marketing Customer Experience 2002 76

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”.

2015 122

2015 CEM 2002 Books 122

Gainsight

MARCH 1, 2024

From leveraging emerging technologies to fostering deeper connections, these trailblazers illuminate the path ahead, guiding us towards a future where customer success is not just a strategy but a transformative force driving efficient growth and customer delight. However, my experience in CS-related roles extends over a decade.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome.

2018 125

2018 2002 2017 Customer Experience 125

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. There are a few out there, but not an overwhelming amount.

Net Promoter Score 139

Net Promoter Score 2002 Presentation Customers 139

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. Once you’ve created a profile on DealerRater, you can choose a package to help you get more reviews and manage the reviews you get through a number of exclusive features.

Automotive 104

Automotive 2022 2002 2021 104

Beyond Philosophy

APRIL 20, 2023

Moreover, I wanted to be a manager and saw no path to that future in the photocopier business. So, I quit that job and moved to an engineering-based company with plans to become a sales manager with a sales team. Needless to say, I didn’t make manager at the engineering firm, either.) So, I set up a telemarketing team.

2004 78

2004 2002 Consulting Books 78

COPC

MARCH 24, 2020

a global consulting firm that helps companies improve operations to optimize the customer experience, announces the immediate virtualization of consulting, training, certification and Vendor Management Organization (VMO) services. Customer Experience Consulting Services. Customer Experience Training.

Consulting 40

Consulting 2002 Call Center Travel 40

Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. This was voted on by clients and peers, we couldn’t be more honored or proud.

Consulting 60

Consulting Financial 2002 Return on Investment 60

Beyond Philosophy

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. At Beyond Philosophy, we have always tried to be at the cutting edge of Customer Experience, pushing the boundaries. In my first book, I wrote about customers’ emotions and the emotional experience. Well…It depends! and other stuff like that.

Books 110

Books 2002 Sales Entertainment 110

Beyond Philosophy

DECEMBER 30, 2021

Twenty years ago, at this time of the year, I started my global Customer Experience consultancy, Beyond Philosophy, and published my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). Customer experience is declining as a driver of change. .

2010 78

2010 2002 2021 2019 78

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. You can see the whole chart here. The answer is YES!

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Beyond Philosophy

NOVEMBER 15, 2019

Finally, we discuss that once you have a Price Image, what you can do with it from a Customer Experience standpoint. In other words, how do you manage the pricing in your firm? Focusing on pricing will help you manage your price image. That’s also true of Customer Experience actions and marketing actions, too.

2011 120

2011 2019 2002 Consulting 120

Beyond Philosophy

SEPTEMBER 24, 2015

In many ways, intelligence can lead smart people to make dumb decisions, creating problems for their managers. 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”.

2002 150

2002 Books Consulting Government 150

Beyond Philosophy

JANUARY 16, 2018

The author had several suggestions for building customer-centricity. These included getting C-level executive, customer-facing employee, and middle manager buy-in. Customer-centricity, in short, is not pervasively ‘people first’. Only a culture of stakeholder-centricity can be defined in that way. when making decisions.

Culture 83

Culture 2002 Customer Centricity 2007 83

Beyond Philosophy

NOVEMBER 20, 2015

I had just finished a big project on improving our Customer Experience (in the year 2000), before the words Customer Experience were even a term. A second journey to establish a consulting company based on Customer Experience. Since 2002, I have learned some truths about starting my own business.

2002 137

2002 Books Consulting Presentation 137

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

Magellan Solutions

MARCH 11, 2020

They contract the services of firms that specialize in sales and customer support. Eventbrite is a website and application that offers event management and ticketing services. Some of their outsourced services include sales, customer support, and customer experience management. Eventbrite.

Sales 52

Sales Wireless Telecommunications Insurance 52

CSM Magazine

MARCH 16, 2016

Topics cover every area impacting your business – service revenue, preventative services, connected devices and IoT, customer experience, remote diagnostics, global service, parts management, knowledge management, training and development, workforce management, mobility, help desk support and a lot more.

Events 40

Events Customer Care 2002 2016 40

Oracle

JANUARY 27, 2020

In part 1 of this conversation, the group covers the challenges of looking for a new solution and how to deliver service experiences consistently, and manageably, on a global scale. Read highlights below from the following customer experience experts: Nannette Bromley, Senior IT Project Manager, BISSELL.

Contact Center 45

Contact Center Technology 2002 Webinar 45

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. I spent my days trying to improve the customer experience and being thwarted at every point by people who have their own agendas.

2002 113

2002 Workshop Webinar Consulting 113