Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He The Intuit guys weren’t fans of market research: you overpaid for it, no one really used it, and it was easy to cross-tab your way out of bad data. About Brian. He arrived at that role in October 2007.)

NPS 163

NPS Net Promoter Score 2003 2007 163

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 6, 2016

Three Truths Every Marketer Should Know about CX in China. China has potential to leap-frog other markets as it is a massive opportunity. This research emphasizes the fact that those organizations that truly embrace the ideology behind a culture of Customer Centricity have enormous potential for opportunity and growth in a new market.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

Beyond Philosophy

FEBRUARY 5, 2019

So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). If you aren’t original, then you aren’t really adding anything of value to the greater business community, or the reputation of marketing consultants in general. Have an original idea.

Consulting 110

Consulting Financial 2002 Return on Investment 110

Beyond Philosophy

FEBRUARY 11, 2019

When I started my global Customer Experience consultancy in 2002, I had not been a consultant. In 2002, when I started Beyond Philosophy, no one on the broader market knew I was an expert in Customer Experience (or, frankly, what Customer Experience was). If I had a time machine, I might go back to 2002-Colin and tell him so.

ROI 83

ROI Financial 2002 Consulting 83

Beyond Philosophy

DECEMBER 31, 2019

In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. If you get a lot of new customers but lose a bunch of old ones, then you won’t increase your market share. . Customer Experience has matured. It was quite a gamble to take it on since nobody was talking about it then.

2020 152

2020 Customer Experience 2002 Consulting 152

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. However, after probing further, I learned he was in market research a year ago and changed his job title. Many people jumped on the bandwagon and like my friend in market research, changed their job titles. I am apprehensive about my industry.

2018 125

2018 2002 2017 Customer Experience 125

GetFeedback

JANUARY 6, 2020

While both B2B and B2C have target markets, B2C tends to have a larger number of customers with shorter and simpler buying processes. . To meet the needs of the emerging B2B consumer, B2B marketers need to rethink and evolve every aspect of their strategies, programs, and tactics, from branding to lead generation and post-sale engagement.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Beyond Philosophy

FEBRUARY 20, 2017

As described by Professor Daniel Kahneman of Princeton’s Woodrow Wilson School (and winner of the 2002 Nobel Memorial Prize for Economics), we have a tendency to evaluate things in terms of gains and losses. But now, my local market, Publix, has begun discontinuing the automatic free sample.

2002 121

2002 Rewards Programs Consulting Books 121

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. However, once the market reached its saturation point, the companies realized they were losing customers pretty fast (called churn). I wondered how I did that. Are you too focused on sales revenue?

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

GetFeedback

JANUARY 31, 2020

Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. In fact, a survey by Brightback found that 97% of companies are prioritizing retention, proof of just how seriously businesses are taking this issue.

Customer Retention 150

Customer Retention Net Promoter Score Omnichannel 2002 150

Beyond Philosophy

MARCH 29, 2017

Forbes once described the omnichannel experience as the point where “ marketing meets ubiquity ,” an apt description. I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. Furthermore, there are seven essential elements to your omnichannel approach that you can’t afford to forget.

Omnichannel 119

Omnichannel 2002 Hotels Consulting 119

Beyond Philosophy

OCTOBER 18, 2018

Marketers use this fact to get your attention to their product. A great example of this type of marketing is found on Amazon. This banner is an example of how marketers use “social proof” to sell products. Many of you might know that I started my global Customer Experience consultancy in 2002, back when the movement began.

2002 40

2002 Customer Experience Advertising Marketing 40

Beyond Philosophy

NOVEMBER 20, 2015

Since 2002, I have learned some truths about starting my own business. Colin is proud to be recognized by Brand Quarterly’s as one of the ‘Top 50 Marketing Thought Leaders over 50’. My new goal was to become the world’s foremost authority on the subject. I have never looked back.

2002 137

2002 Books Consulting Presentation 137

Beyond Philosophy

DECEMBER 11, 2020

I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Attention Cluster: These emotions are what marketing tries to evoke. They get customers’ attention and draw them in.

Measurement 174

Measurement Management Net Promoter Score 2002 174

Comm100

JANUARY 5, 2022

Not all live chat platforms are created equal, so to make sure you pick the right vendor, this blog will take a look at: The top 4 factors to consider when choosing a live chat provider The best live chat providers for government websites on the market. There is no shortage of live chat providers on the market. Zendesk Chat .

Government 98

Government 2002 Omnichannel Download 98

Beyond Philosophy

AUGUST 10, 2016

58% of Filipinos would rather resolve many of the issues via self-service which was higher than the 54% reported for the global market. As Customer Experience consultants, we have asserted since 2002 that the global marketplace necessitates a focus on your competitive differentiation. In the past, that meant having the best price.

Wireless 106

Wireless 2002 Consumers Consulting 106

Beyond Philosophy

APRIL 7, 2016

Ricoh Canada who improved their Net promoter score by 34 points in 30 months and have subsequently grown revenues by 10% year on year, in a ‘shrinking printer usage market”. When I started consulting back in 2002, no one knew what Customer Experience was. Top 50 Marketing Thought Leader’ Reveals Latest Trend.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Beyond Philosophy

MAY 3, 2018

Both of the mergers will reduce the competition in each of the business sectors so the two merging companies can share costs and pool their resources to accomplish their goals of overtaking a market leader. I founded my global Customer Experience consultancy in 2002. Sprint and T-Mobile to Merge, in Bid to Remake Wireless Market.”

Wireless 113

Wireless 2018 2017 2002 113

Answer Dash

OCTOBER 15, 2018

Our team at BrightTALK recently had a chance to interview a number of marketing professionals and get their thoughts and predictions about some of the key trends in B2B marketing. Now more than ever, marketers have a variety of new and traditional options in their toolboxes.

B2B 76

B2B Marketing Customer Experience 2002 76

Beyond Philosophy

SEPTEMBER 24, 2020

It reminded me of 2002 when I first started talking about getting into Customer Experience. Apple did pull the existing technology together to address a saturated phone market with a unique and advanced approach. There are a few out there, but not an overwhelming amount. The iPhone was also an idea whose time had come.

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. ” We discussed marketing efforts in our latest podcast. .” ” We discussed marketing efforts in our latest podcast. One of the things that came up was the question, when marketing an idea or organization, is any press good press?

Books 110

Books 2002 Sales Entertainment 110

SurveySensum

NOVEMBER 6, 2024

Confirmit (Forsta) Known for its sophisticated survey and data management capabilities, Forsta enables organizations to perform advanced feedback collection and analysis, with solutions that cater to both enterprise and market research needs. Here’s a closer look at its key features. Key Features 1.

Feedback 52

Feedback Management 2002 Omnichannel 52

Beyond Philosophy

JULY 20, 2021

Shortly after the BT Customer Experience program was a success, I wrote my first of seven books on Customer Experience, Building Great Customer Experiences (Palgrave Macmillan, 2002) , and started my global Customer Experience consultancy, Beyond Philosophy. She had a job offer yanked away from her because the markets were collapsing.

Books 148

Books Consulting 2002 Entertainment 148

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. This has happened on a number of occasions as we gain insights and respond to market conditions. Company Politics . because that’s what it felt like.

2002 113

2002 Workshop Webinar Consulting 113

Optimove

JUNE 22, 2023

NFC (Near Field Communication) Not the first thing that comes to mind when we think of location targeting, NFC – or near field communication – made its debut in 2002, and today is frequently utilized by big brands to connect with customers to deliver these hyper-impactful moments that can make or break a campaign. 

Technology 98

Technology Customer Engagement Engagement Loyalty Programs 98

CX Journey

AUGUST 5, 2014

Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? The article is based on research that was summarized in an HBR article in May 2002. Was this, in fact, marketing research and not a customer satisfaction survey, per se?

2002 62

2002 Feedback Customer Satisfaction Article 62

Beyond Philosophy

NOVEMBER 15, 2019

For example, a story ran in The Denver Post several years ago about the opening of another market, Trader Joe’s, which has a low Price Image. That’s also true of Customer Experience actions and marketing actions, too. However, the perception is that Whole Foods are far more expensive than other stores.

2011 120

2011 2019 2002 Consulting 120

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Unfortunately, many companies still don’t give that credit to their market research folks and what the marketing metrics tell them. Guess what? It’s at an all-time low for the last 17 years.

2010 88

2010 Customer Satisfaction Competitive Advantage 2002 88

BirdEye

JANUARY 11, 2023

We’ll cover topics such as best practices for using social media marketing, content ideas, staying safe on social networks, and more. 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 98

Social Media Multi-Channel Advertising 2002 98

C3Centricity

APRIL 17, 2018

“a strategy by which businesses create their products, content, and marketing campaigns so that they serve their customers first, and their organization second.” While the forthcoming GDPR in Europe will increase the security on this data and our permission for companies to use it, data driven marketing is not all bad news.

Customer Centricity 118

Customer Centricity Innovation Airlines 2002 118

BirdEye

OCTOBER 31, 2023

How companies manage their online reputation determines their ability to grow in a competitive market. A dedicated reputation management company can automate repetitive tasks, ensuring your brand maintains a robust reputation in the market. But this doesn’t happen automatically. and alerts to stay on top of brand reputation.

Management 111

Management Social Media Multi-Channel Automotive 111

Bizagi

APRIL 29, 2019

When we first started Bizagi in 2002, we described our software as a process automation solution. Jump ahead to 2012 and we saw the dawn of the digital transformation imperative, driven by disruptive customer experiences that new companies such as Uber started delivering to the market.

2002 74

2002 Insurance 2012 Banking 74

Beyond Philosophy

FEBRUARY 5, 2019

So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). If you aren’t original, then you aren’t really adding anything of value to the greater business community, or the reputation of marketing consultants in general. Have an original idea.

Consulting 60

Consulting Financial 2002 Return on Investment 60

Beyond Philosophy

NOVEMBER 19, 2020

For instance, a restaurant client of Carbone’s combines the HR and Marketing departments because they realized that their people were their single greatest asset. Even since I joined the movement back in 2002, the ideas of what a Customer Experience is, how it works, and what you can do to optimize it have changed a lot.

Customer Experience 133

Customer Experience ROI 2002 2005 133

Zonka Feedback

MAY 23, 2023

From being a single-product survey company for academic market research, Qualtrics transformed itself into a multi-suite organization empowering businesses to create exceptional experiences. Since its inception in 2002, the company has reinvented its business several times.

2002 52

2002 Feedback Customers Marketing 52

Beyond Philosophy

JANUARY 7, 2016

This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. Understanding how customer behavior affects revenue, market share, retention, acquisition, etc., More organizations have embraced the emotional side of the Customer Experience.

2016 74

2016 2002 Insurance Books 74