Beyond Philosophy

AUGUST 10, 2016

Some interesting facts about Telecom consumers in the countries that make up the Asia-Pacific region revealed in the survey include: From India: Most people, (86%) want to use digital channels to interact with online businesses (like Amazon.com). Also, in the Philippines, many of the preferences for digital interaction were higher.

Wireless 106

Wireless 2002 Consumers Consulting 106

Experience Matters

OCTOBER 10, 2017

Thaler often collaborated with another behavioral economist (and one of my favorite economists of all time), Daniel Kahneman, who won a Nobel Prize in 2002. Thaler applied behavioral economics to government interactions with citizens. Note: there’s some foul language]. So what does this have to do with CX design?

2002 57

2002 Government Financial Books 57

Beyond Philosophy

MARCH 29, 2017

I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. We define Customer Experience as: A Customer Experience (CX) is a Customer’s perception of their rational, physical, emotional, subconscious, and psychological interaction with any part of an organization.

Omnichannel 119

Omnichannel 2002 Hotels Consulting 119

GetFeedback

JANUARY 6, 2020

By creating a visual depiction of the steps that customers take in an experience, including how customers feel after interactions, CX leaders can diagnose problems and design new experiences for the future. Information can come from market research, customer feedback, and interaction data generated from customer navigating their experiences.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Beyond Philosophy

JULY 13, 2021

When I was writing my first book, Building Great Customer Experiences , back in 2002, I interviewed a source from BMW who said something I never forgot: “We don’t have any ‘Only-ers’ in our organization.” ” He meant that no employee did only one thing, like be an engineer or a sales associate.

Customer Experience 167

Customer Experience Call Center Hotels Insurance 167

Beyond Philosophy

SEPTEMBER 19, 2019

Colson believes that in these times, human interaction and service takes on a renewed value for your Customer Experience. . I have been consulting on Customer Experience since 2002. Causon says she recognizes as a consumer she has times when she needs to have that human interaction and that degree of empathy and understanding.

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

Customer Guru

FEBRUARY 13, 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. Please give us a short introduction into your journey to becoming a CX professional.

Customer Experience Management 93

Customer Experience Management E Commerce Customer Experience 2002 93

Kustomer

OCTOBER 28, 2022

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. Each interaction will either create brand advocates for your company that will help bring in more revenue or brand detractors that will bring negative financial repercussions.

Customer Engagement 93

Customer Engagement Engagement Omnichannel 2002 93

Daniel Group

SEPTEMBER 16, 2020

In your personal buying, do you often experience humor in your interaction with providers? A 2002 study conducted in Sweden confirmed that when individuals were shown images of smiling faces, the test subjects tended to smile as well. If the customer with which you are interacting is upset, it is not the best time to use humor.

Customer Experience 98

Customer Experience 2002 2007 2010 98

Optimove

JUNE 22, 2023

As customers walk around a store, beacons have the capability to deliver interactive experiences straight to customer smartphones: so when a customer is in-store browsing a new range of cosmetics, for example, the trigger action could be an SMS with a link to a product demo video, along with a buy-one-get-second-half-price offer.

Technology 98

Technology Customer Engagement Engagement Loyalty Programs 98

Beyond Philosophy

NOVEMBER 19, 2020

The critical experience of Twitch is the social interactions that people have watching somebody play a video game. Those watching the live event online will also interact and have a different (and potentially better) overall experience with the amplification of that live event.

Customer Experience 133

Customer Experience ROI 2002 2005 133

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Instead of customer experiences driven by human interaction, he says we will have more technology-driven interactions. Guess what? It’s at an all-time low for the last 17 years.

2010 88

2010 Customer Satisfaction Competitive Advantage 2002 88

Kerry Bodine

APRIL 30, 2019

And while Friendster (founded in 2002) paved the way for Myspace, and Myspace (founded in 2003) paved the way for our current social media giants, neither deserve credit in my book for sparking the customer experience discipline. Yes, yes, social networks existed long before YouTube, Twitter, and Facebook.

Events 18

Events 2006 Net Promoter Score 2007 18

Beyond Philosophy

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. His interactive style and down-to-earth attitude engages audiences with humor and practical examples. Well…It depends! I implemented a strategy based on one of Oscar Wilde’s phrases. ” We discussed marketing efforts in our latest podcast.

Books 110

Books 2002 Sales Entertainment 110

Beyond Philosophy

NOVEMBER 15, 2019

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. Since 2002, we have consulted brands all over the world and completed hundreds of successful implementations. There are many reasons for it, and you are responsible for a lot of them. Beyond Philosophy can help.

2011 120

2011 2019 2002 Consulting 120

Natalie Petouhof

JULY 26, 2016

And at the same time customer’s flow-oriented brains simply aren’t wired to deal with poor digital experience interactions. But instead of offering a series of smoothly sequential flows, websites and mobile applications are characterized by lag, downtime, and restarts. And it can be tempting to label customers picky and impatient.

Customer Experience 63

Customer Experience 2002 2006 Download 63

Beyond Philosophy

APRIL 25, 2024

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. Moreover, remember the culture and situation; what is a great story in one place/country/interaction might not be a great one in another.

Customer Engagement 78

Customer Engagement Engagement 2002 Workshop 78

Beyond Philosophy

JANUARY 22, 2022

13:27 Colin reads some articles for 2002 regarding CRM, when experiences were becoming a new focus and compares it to what is happening with Customer Experience today. 08:34 We get into what Customer Science is and what it is capable of doing for businesses today. Our Experience Health Check can help you understand what you have today.

2002 78

2002 2022 Customer Satisfaction Consulting 78

Ecrion

FEBRUARY 24, 2020

This interaction is certainly part of my Customer Experience with them. Scalable rendering of communications in batch, on-demand or interactively. Employ a 360-degree view of customer interactions. Create and distribute interactive communications. Interactive data presentation and data capture from any device.

Customer Experience 52

Customer Experience Multi-Channel Document 2002 52

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). Experience Health Check: You already have an experience, even if you weren’t deliberate about it.

2002 78

2002 2021 Customer Satisfaction Consulting 78

Beyond Philosophy

OCTOBER 23, 2021

In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving.

Customer Experience 78

Customer Experience 2002 2005 Consulting 78

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. Please give us a short introduction into your journey to becoming a CX professional.

Customer Expectations 61

Customer Expectations Customer Experience E Commerce Management 61

BirdEye

JANUARY 11, 2023

Relevant content like case studies will raise awareness and establish credibility, while interactive features such as polls or contests can help create a more immersive experience. It allows you to target your content so that you can interact and develop relationships with customers in each of your locations.

Social Media 98

Social Media Multi-Channel Advertising 2002 98

CSM Magazine

MARCH 16, 2016

Experience tons of sessions, interactive learning, guest speakers and keynotes, all in beautiful Palm Springs. Field Service was launched in 2002 and has been dedicated to supporting the growth of the service industry ever since. That’s Field Service. You’ll never forget the four days you spend here.

Events 40

Events Customer Care 2002 2016 40

SaleMove

MAY 26, 2020

I was born in 1995 and got my first PC in 2002 with Windows 95 on it. I’ve been browsing the web since then. As a [close] representative of the notorious Gen Z, which now controls $45 billion in annual spending , I’ve seen cardinal changes happening in the financial services industry.

Social Media 52

Social Media Banking 2002 2025 52

BirdEye

OCTOBER 31, 2023

They assist in: Automating review requests so that every customer interacting with your business receives a prompt to share their reviews. Review generation and management Birdeye research shows that customers do not interact with a business without reading 2 to 5 reviews. Cons: NetReputation takes a more reactive stance.

Management 111

Management Social Media Multi-Channel Feedback 111

Kustomer

FEBRUARY 25, 2020

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. Each interaction will either create brand advocates for your company that will help bring in more revenue, or brand detractors that will bring negative financial repercussions.

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. 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. We literally give and receive energy.

Customer Service 90

Customer Service Books 2002 Measurement 90

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

Kerry Bodine

APRIL 30, 2019

And while Friendster (founded in 2002) paved the way for Myspace, and Myspace (founded in 2003) paved the way for our current social media giants, neither deserve credit in my book for sparking the customer experience discipline. Yes, yes, social networks existed long before YouTube, Twitter, and Facebook.

Events 59

Events 2006 Net Promoter Score 2007 59

Kerry Bodine

APRIL 30, 2019

And while Friendster (founded in 2002) paved the way for Myspace, and Myspace (founded in 2003) paved the way for our current social media giants, neither deserve credit in my book for sparking the customer experience discipline. Yes, yes, social networks existed long before YouTube, Twitter, and Facebook.

Events 59

Events 2006 Net Promoter Score 2007 59

Uniphore

JANUARY 19, 2022

Analyze Analytics and insights from 100% of interactions across all channels. Adam Spence, Redback Racing’s principal driver, competed in his first Targa event in 2002 as a co-driver in a Fraser Clubman.?Since Trust Frictionless agent verification. Uniphore Collaborates with Cisco to Enable Better Customer Experiences. Learn More.

White Paper 10

White Paper 2002 2022 2011 10

Very Best Service

JANUARY 20, 2011

definition #2 (source: business dictionary.com) : " All interactions between a customer and a product provider at the time of sale, and thereafter." definition #4 (source: WordIQ.com): " Customer service is the set of behaviors that a business undertakes during its interaction with its customers."

Definition 40

Definition Customer Service 2002 2013 40

Beyond Philosophy

OCTOBER 14, 2021

When we first started with Beyond Philosophy in 2002, we worked with a water utility in the UK. ” However, there are also Interactions where two or more factors work together to produce the impact. ” Businesses want to find Main Effects but get Interactions instead. Test and measure your results.

2002 78

2002 Culture Advertising Sports 78

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). People have responded, and it has been rewarding and interactive to solve their business “pickles.”

2010 78

2010 2002 2021 2019 78

Strativity

SEPTEMBER 14, 2016

Its team is comprised of expert analysts, insightful strategists, and action-oriented consultants, all focused on a single objective of building businesses by creating new value for customers, promoting excellence in customer interactions, and fostering a lasting commitment to exceptional customer experiences. About Strativity.

2016 40

2016 Customer Experience Management 2002 Customer Experience 40

Answer Dash

OCTOBER 15, 2018

It’s really about understanding who your customers are, knowing where they interact and learn about what you’re selling and marketing, and creating a process that appeals to them and reaches them in the right places at the right time,” said Doug Sechrist, vice president of demand marketing at Zenefits.

B2B 76

B2B Marketing Customer Experience 2002 76