Beyond Philosophy

JANUARY 22, 2022

The mistakes of last year are best summarized by lagging or plateauing Customer Satisfaction Scores. The American Customer Satisfaction Index (ACSI) says only 30 percent of companies tracked by ACSI improved their score over the last 10 years. All this to say, it’s time for a next level for customer strategy.

2002 78

2002 2022 Customer Satisfaction Consulting 78

Beyond Philosophy

DECEMBER 25, 2021

Did you know that customer satisfaction scores are the lowest they have been in the past 15 years? Per the American Customer Satisfaction Index (ACSI), only 30 percent of companies tracked by ASCI improved their score; that means 70 percent didn’t, and that’s alarming.

2002 78

2002 2021 Customer Satisfaction Consulting 78

Beyond Philosophy

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. Colin Shaw, global leader in Customer Experience and conference speaker, can inform and entertain your next conference audience. Colin helps audience understand how an organization can improve their Customer Experience and become a customer-centric organization.

Books 110

Books 2002 Sales Entertainment 110

Customer Guru

MARCH 7, 2018

I started my career with Convergys in 2002 as a Customer Service Representative. I was genuinely fond of meeting and interacting with people, so the aviation industry was a perfect fit for me. We, as an organization, take customer satisfaction very seriously.

Customer Expectations 61

Customer Expectations Customer Experience E Commerce Management 61

Beyond Philosophy

DECEMBER 30, 2021

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. Customers are not satisfied with business as usual today. . Many people blame this on COVID.

2010 78

2010 2002 2021 2019 78

Solvvy

JULY 5, 2018

Back in 2002, Atlassian launched their first product, Jira. Their entire growth, sales, and operations strategy is built around acquiring new users (generally through a freemium model), onboarding them, and converting them into customers–without human interaction. At the time, they didn’t make a lot of waves.

2002 48

2002 2017 Virtual Agent Sales 48

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

COPC

MARCH 24, 2020

CX consulting services consistently drive highly desired outcomes, typically resulting in reduced operating costs and increased customer satisfaction and loyalty. . Measuring and managing the customer experience. Customer experience surveys design and execution. COPC® Best Practices for Customer Experience Operations.

Consulting 40

Consulting 2002 Call Center Travel 40

SurveySensum

JULY 17, 2023

Make Shopping Easy & Fun Make Every Interaction Epic! This involves creating a seamless and user-friendly interface for both online and physical stores, as well as incorporating interactive elements that enhance the overall experience. Make Every Interaction Epic! Let me give you a picture of an ideal customer journey.

Retail 52

Retail Customer Experience Sports Customers 52

SurveySensum

JULY 17, 2023

Make Shopping Easy & Fun Make Every Interaction Epic! This involves creating a seamless and user-friendly interface for both online and physical stores, as well as incorporating interactive elements that enhance the overall experience. Make Every Interaction Epic! Let me give you a picture of an ideal customer journey.

Retail 52

Retail Customer Experience Sports Customers 52

Storyminers

MARCH 26, 2018

Since our founding as a customer experience design consultancy in 2002, StoryMiners has helped over 500 clients on 700+ projects in over 20 countries (and in 4 languages). The customer satisfaction needles are changing direction. How We Reinvented Our Own CX. So, we opened up a project file and got to work! Is it working?

Workshop 40

Workshop 2002 Social Media 2018 40

SurveySparrow

OCTOBER 19, 2020

The Internet has made it extremely convenient to collect data from customers and use them to make business decisions. With surveys, you will be able to understand what customers think about your product, about your service, how they feel at the interaction touchpoints and even get to know if they are planning to leave you or not.

Feedback 59

Feedback 2002 Events Customer Satisfaction 59

Kustomer

JANUARY 14, 2021

He says, “So when you think about your support as a business and how you’re enabling your customer, educating your customer and supporting your customer, you have to do that through many different lenses, through many different channels.” So this, there’s a complicated mechanism out there within customer experience.

Multi-Channel 57

Multi-Channel Contact Center Customers Sales 57

Beyond Philosophy

APRIL 7, 2016

This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. This whole line of thinking started last June with the American Customer Satisfaction Index (ACSI) score. Customer Satisfaction score to denote the health of the economy. ACSI uses an overall U.S.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Beyond Philosophy

APRIL 7, 2016

This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. This whole line of thinking started last June with the American Customer Satisfaction Index (ACSI) score. Customer Satisfaction score to denote the health of the economy. ACSI uses an overall U.S.

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60

Comm100

FEBRUARY 1, 2023

85% of Gen Z (those 25 and under) prefer chat or automated interactions for customer service over phone calls. When students are more comfortable with online interactions than in-person ones, bringing higher ed live chat to colleges and universities is the only way to meet students on their terms.

2009 74

2009 Communication 2002 Connections 74

SurveySparrow

MARCH 6, 2024

Market Researchers Human Resources Professionals Customer Experience Managers Educators and Academic Researchers Event Planners Healthcare Professionals Government Agencies G2 Rating: 4.4/5 The platform was founded in 2002 by a quartet: Ryan Smith, Scott M. 5 Capterra Rating: 4.6/5 It is an entire experience management platform!

Multi-Channel 52

Multi-Channel 2002 Healthcare Government 52