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. When you’re having your regular management meetings, where are the Customer Experience and the customer stats listed on the schedule? How much time do senior and middle managers spend talking to customers?

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

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. Could you please describe the closed-loop feedback management process followed by Ferns N Petals currently? Shweta Jha.

Customer Experience Management 93

Customer Experience Management E Commerce Customer Experience 2002 93

Beyond Philosophy

MARCH 16, 2015

My concern is the focus on improving the Customer Experience is in danger of heading the same way as Customer Relationship Management (CRM), into failure if it’s not careful. I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. Customers deserve better.

2015 122

2015 CEM 2002 Books 122

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

DECEMBER 31, 2019

In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. Many senior managers believe that we’ve given Customer Experience a fair crack of the whip. . Then, senior management cannot justify the focus that they’re putting on Customer Experience as a result. .

2020 152

2020 Customer Experience 2002 Consulting 152

Beyond Philosophy

MAY 12, 2015

Psychologist and Professor Daniel Kahneman , winner of the 2002 Nobel Memorial Prize in Economic Sciences, explains why this is in his book, “ Thinking Fast and Slow ”. In truth, when your gut instinct turns out to be right, it is a result of the complicated system of decision-making your brain employs.

2002 147

2002 Books Events Reference 147

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

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. So, I told them.

ROI 83

ROI Financial 2002 Consulting 83

Beyond Philosophy

NOVEMBER 20, 2015

Since 2002, I have learned some truths about starting my own business. It’s normal to have the fear of failure, to have to find your stride as leader, and to manage your faults even as “the Boss.”. My new goal was to become the world’s foremost authority on the subject. I have never looked back. And the truth is you could, too.

2002 137

2002 Books Consulting Presentation 137

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). So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). 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

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . Other roles that participate are executive sponsors, line managers, technical staff, users, and more. Business technology (BT) managers: manage projects and tech personnel. .

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. Despite senior managers supporting improvements in Customer Experience, in theory, the reality is they don’t. I am apprehensive about my industry. My concerns only grow as we roll into 2018.

2018 125

2018 2002 2017 Customer Experience 125

Comm100

JANUARY 5, 2022

Over the years, SaaS developers have worked with businesses to increase the efficacy and security of this vital customer service channel: most of today’s live chat providers offer some level of password protection and data encryption to help companies manage sensitive data. Zendesk Chat .

Government 98

Government 2002 Omnichannel Download 98

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. Could you please describe the closed-loop feedback management process followed by Ferns N Petals currently?

Customer Expectations 61

Customer Expectations Customer Experience E Commerce Management 61

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

Beyond Philosophy

JULY 20, 2021

While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and your Customer Experience management goals for the organizations. Managing your reputation is an essential part of the experience. ? Joseph Pine and James H. by Todd Rose.

Books 148

Books Consulting 2002 Entertainment 148

Beyond Philosophy

OCTOBER 18, 2018

Many of you might know that I started my global Customer Experience consultancy in 2002, back when the movement began. They might have appointed someone to manage Customer Experience for the organization, but the appointee doesn’t have any resources or authority to do anything. Social Proof Isn’t Always a Good Thing.

2002 40

2002 Customer Experience Advertising Marketing 40

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

SEPTEMBER 24, 2020

It reminded me of 2002 when I first started talking about getting into Customer Experience. The term is a repackaging of existing theories—Customer Experience, AI, technology, cloud, 5G’s potential for data collection, Customer Experience Management, and the behavioral sciences’ psychological concepts—in a new way.

Net Promoter Score 139

Net Promoter Score 2002 Customers Presentation 139

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

Beyond Philosophy

NOVEMBER 15, 2019

In other words, how do you manage the pricing in your firm? Focusing on pricing will help you manage your price image. If your job or part of your job involves managing prices, realize that this discussion is part of a broader idea. Managing prices by themselves are probably not going to be your end goal.

2011 120

2011 2019 2002 Consulting 120

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. 3 Critical Change Management Steps. Before setting up Beyond Philosophy I spent most of my career working in large corporate companies, climbing the ladder of success.

2002 113

2002 Workshop Webinar Consulting 113

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 105

Automotive 2022 2002 2021 105

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

LoyaltyPlus

MAY 30, 2018

The LoyaltyPlus management team was responsible for the full design of the programme and the implementation onto their management platform. The LoyaltyPlus management team was also instrumental in the partner negotiations and the establishment of a redemption centre.

2002 72

2002 2004 2012 Government 72

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. Who regulates social media?

Social Media 98

Social Media Multi-Channel Advertising 2002 98

Bizagi

APRIL 29, 2019

When we first started Bizagi in 2002, we described our software as a process automation solution. If managed properly we will enter an era of incredible prosperity that can eradicate poverty and deliver a sustainable world for future generations.

2002 74

2002 Insurance 2012 Banking 74

Beyond Philosophy

JANUARY 16, 2018

These included getting C-level executive, customer-facing employee, and middle manager buy-in. In part, he authors built on ambassadorial ideas expressed in two editions of The Customer Comes Second (1992 and 2002), by Hal Rosenbluth and Diane Peters. The author had several suggestions for building customer-centricity.

Culture 83

Culture 2002 Customer Centricity 2007 83

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

Natalie Petouhof

JULY 26, 2016

Here’s the results of the Walmart study on page load times and conversion rates: Businesses can keep arguing that customer experience doesn’t matter, it’s a touchy-feely construct or get it directly affects the bottom-line and start by designing and measuring customer experience performance management. i] [link]. [ii]

Customer Experience 63

Customer Experience 2002 2006 Download 63

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

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). So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). 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

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. This year, the Financial Times recognized us as one of the best management consultancies for the fourth year in a row. My company had a significant birthday this year. rating on Apple Podcasts. So, I educated them. .

2002 88

2002 White Paper Consulting Books 88

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 Customer Satisfaction Consulting 78

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

Ecrion

FEBRUARY 24, 2020

This is definitely Customer Communication Management and creating the service contract is Document Automation. Software providers offer similar form-to-document functionality under all four monikers: Customer Experience Management (CXM), Digital Experience Platform (DXP), Customer Communication Management (CCM), and Document Automation (DA).

Customer Experience 52

Customer Experience Multi-Channel Document 2002 52

Comm100

MARCH 8, 2017

Roy Atkinson is a senior writer and analyst who specializes in guiding organizations to better customer service and customer service management. Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts.through their examination of customer service and technology.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0