Customer Guru

FEBRUARY 13, 2018

Jha currently manages three functions in Ferns N Petals – Training, Quality, and Customer Experience. 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. Shweta Jha.

Customer Experience Management 93

Customer Experience Management E Commerce Customer Experience 2002 93

Beyond Philosophy

JULY 13, 2021

Unfortunately, after the trampoline arrived, the installation did not go smoothly, and my cohost’s friends spent the next few weeks managing a series of problems with it. ” In my mind, the delivery was Apple’s to manage, not mine. Managing the Customer’s Expectations about Outsourced Experience is Critical.

Customer Experience 167

Customer Experience Call Center Hotels Insurance 167

Beyond Philosophy

APRIL 7, 2016

In the case of the fellow I was speaking with the other day, their management perception is ‘they are doing Customer Experience now’ However, the reality is nothing has changed. When I started consulting back in 2002, no one knew what Customer Experience was. To be honest, they don’t know what they are doing.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Customer Guru

MARCH 7, 2018

Shweta Jha currently manages three functions in Ferns N Petals – Training, Quality, and Customer Experience. 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.

Customer Expectations 61

Customer Expectations Customer Experience E Commerce Management 61

Beyond Philosophy

NOVEMBER 19, 2020

Carbone thinks that right now during the COVID-19 Pandemic is probably the most exciting time for Customer Experience Management advancement that he has ever seen because people are more sensitive to the experiences they have in their lives. Managing that critical aspect creates real power in experience management.

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. His research focuses on customer satisfaction, customer experience, measurement, and management. Guess what? It’s at an all-time low for the last 17 years. So, how can this be?

2010 88

2010 Customer Satisfaction Competitive Advantage 2002 88

Beyond Philosophy

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. I defended my position by declaring it was a management problem. If people were too busy to remember who ordered what, then management needed to address the issue. Management should relieve the wait staff of some of their duties or training them in customer service.

Books 110

Books 2002 Sales Entertainment 110

Daniel Group

SEPTEMBER 16, 2020

In your personal buying, do you often experience humor in your interaction with providers? The signs reconfirm the style of the store and management—friendly, light-hearted. Some managers may be uncomfortable encouraging humor in the workplace. There are many reasons we do not experience humor. Joe Friday. In-the-Moment.

Customer Experience 98

Customer Experience 2002 2007 2010 98

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. In other words, how do you manage the pricing in your firm? Focusing on pricing will help you manage your price image. Managing prices by themselves are probably not going to be your end goal.

2011 120

2011 2019 2002 Consulting 120

BirdEye

JANUARY 11, 2023

Its simple interface makes it incredibly user-friendly and features like Facebook Business Manager help businesses optimize the platform for advertising and marketing. Social media marketing is the process of creating, managing, and amplifying content related to your business or product on social networks.

Social Media 98

Social Media Multi-Channel Advertising 2002 98

Kerry Bodine

APRIL 30, 2019

Middle management and frontline staff got it, too. 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. And it was dead simple to understand.

Events 18

Events 2006 Net Promoter Score 2007 18

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

JANUARY 22, 2022

The last big thing, Customer Relationship Management (CRM), was old news. 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. After all, everyone had one at that point. Follow Colin on LinkedIn and Twitter.

2002 78

2002 2022 Customer Satisfaction Consulting 78

Ecrion

FEBRUARY 24, 2020

This interaction is certainly part of my Customer Experience with them. This is definitely Customer Communication Management and creating the service contract is Document Automation. Scalable rendering of communications in batch, on-demand or interactively. Customer Communication Management. Why choose?

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). Follow Colin on LinkedIn and Twitter.

2002 78

2002 2021 Consulting Customer Satisfaction 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. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter.

Customer Experience 78

Customer Experience 2002 2005 Consulting 78

Strativity

SEPTEMBER 14, 2016

FREMONT, CA—September 14th, 2016 —Strativity earns a place in the list of 20 Most Promising Customer Experience Management Solutions Providers 2016 by CIOReview. It’s a pleasure to select Strativity as one among the 20 Most Promising Customer Experience Management Solutions Providers 2016,” said Jeevan George, Managing Editor of CIOReview.

2016 40

2016 Customer Experience Management 2002 Customer Experience 40

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

SurveySparrow

DECEMBER 9, 2019

In 2002, I wrote my first book, Secret Service – Hidden Systems that Deliver Unforgettable Customer Service. What gets measured gets managed. The bigger you are, the more layers of management you have, the more departments working in silos. Originally I was flattered and I did it. That is how the speaking started to grow.

Customer Service 90

Customer Service Books 2002 Measurement 90

SaleMove

MAY 26, 2020

I was born in 1995 and got my first PC in 2002 with Windows 95 on it. Reach them through an influencer sharing your hilarious ad, a funny video that your marketing team has produced, or a compelling blog post that helps them manage their finances. I’ve been browsing the web since then. They Reached Your Site, Now What?

Social Media 52

Social Media Banking 2002 2025 52

Beyond Philosophy

APRIL 7, 2016

In the case of the fellow I was speaking with the other day, their management perception is ‘they are doing Customer Experience now’ However, the reality is nothing has changed. When I started consulting back in 2002, no one knew what Customer Experience was. To be honest, they don’t know what they are doing.

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60

InteractionMetrics

MARCH 20, 2025

That’s why at Interaction Metrics, we help companies cut through the noise and make meaningful improvements in the customer experience. Think of great CX software as a truth-teller: it lets you spot friction in real time, personalize interactions, and turn existing customers into die-hard fans. Why Would You Need CX Software?

2025 52

2025 Multi-Channel Contact Center Social Media 52

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

Middle management and frontline staff got it, too. 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. And it was dead simple to understand.

Events 59

Events 2006 Net Promoter Score 2007 59

Kerry Bodine

APRIL 30, 2019

Middle management and frontline staff got it, too. 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. And it was dead simple to understand.

Events 59

Events 2006 Net Promoter Score 2007 59

Beyond Philosophy

OCTOBER 14, 2021

The first thing that any football club does when they are losing is sacking the manager. Then, the next manager changes something about the club’s strategy or lineup to get a new result. Gareth Southgate, the English team manager, tried a diversity approach to help motivate and understand the team. It works, too.

2002 78

2002 Culture Advertising Sports 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. Measuring and managing the customer experience. COPC® Best Practices for Vendor Management Organizations.

Consulting 40

Consulting 2002 Call Center Travel 40

Answer Dash

OCTOBER 15, 2018

One of my top takeaways from these discussions is the growing importance of formulating and managing marketing campaigns on a far more granular and customer-centric level. This article is written by Paul Heald : Paul created BrightTALK in 2002 to help professionals advance their careers and learn from the expertise of global thought leaders.

B2B 76

B2B Marketing Customer Experience 2002 76

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

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

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 75

2009 Communication 2002 Connections 75

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). It helps us manage relationships smarter. How We Reinvented Our Own CX. Clients rave about the business results we help them achieve with CX and story.

Workshop 40

Workshop 2002 Social Media 2018 40

Kustomer

JANUARY 14, 2021

Understanding every aspect of each customer interaction can help companies better serve their audience by better adapting to their wants and needs. Educating the customer, using focus groups, user testing, etc, can all help to lessen the amount of upset customer interactions, further benefiting the brand name. Ed Porter: (04:12).

Multi-Channel 57

Multi-Channel Contact Center Customers Sales 57

West Monroe

SEPTEMBER 18, 2023

Prior to Capital One, Chris founded, led, and successfully exited a software company after serving as its president and CEO from 2002 through 2014. Created with Lunacy Q&A Chris and Doug, you both interact with data leaders all globally. But I think some of the bigger challenges are a bit softer.

2002 59

2002 Innovation 2014 Technology 59

SurveySparrow

MARCH 6, 2024

Create and manage surveys easily, even without technical expertise. Market research professionals Marketing and advertising teams Product managers Academic researchers Small businesses and entrepreneurs Individuals seeking feedback and insights G2 Rating: 4.4/5 It is an entire experience management platform! Who Uses Pollfish?

Multi-Channel 52

Multi-Channel 2002 Healthcare Government 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! And how can you incorporate them? Let’s talk about it.

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! And how can you incorporate them? Let’s talk about it.

Retail 52

Retail Customer Experience Sports Customers 52