CX Design Wins A Nobel Prize

Experience Matters

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. In case you missed it, Richard Thaler won the Nobel Prize in Economics.

We’re Pledging 1% For The Planet

Kerry Bodine

Yvon Chouinard, founder of The North Face and author of the book Let My People Go Surfing , founded 1% for the Planet in 2002 to help businesses, nonprofits, and individuals contribute to researched and approved environmental organizations. Happy Earth Day!

Travel 156

Continued Convergence Of Analytics Products And Services

Forrester's Customer Insights

IBM led the trend when it acquired PwC Consulting in 2002. I’ve been watching this trend with great curiosity (and first wrote about it in 2008). On the one hand, software product vendors are slowly but surely migrating from just selling products to selling solutions — and solutions always require professional services. For the last few […]. advanced analytics analytics applications big data IT consulting

The Future Today! Personalization 2.0

Beyond Philosophy

And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome. We live in the data age. Data is collected about our personal behavior everywhere.

UK Scores Fall Whilst U.S. Rise – What’s The Problem?

Beyond Philosophy

I founded Beyond Philosophy in the UK back in 2002. I see these two things being major contributory factors to the lack of success of UK companies, and it hurts me to say that, being a proud British person working in this field since 2002.

ICYMM: Communities Are What You Need – Trust Me!

Esteban Kolsky

We moved from an average of 12 communities participation per person in 2002 (just 4 online) to 48 communities participation per person (26 online). ICYMM: In Case You Missed Me - things with me or about me elsewhere in the internetz.

How to Claim Your Dealership or Automotive Business on DealerRater

ReviewTrackers

Founded in 2002, automotive website DealerRater is one of the leading car dealership review websites today, helping dealers create connections, inspire trust among automotive buyers, and sell more cars. Why Claim Your Business on DealerRater?

Troublesome Trends & Predictions for 2018

Beyond Philosophy

Having worked in Customer Experience since 2002, I may be too much of a purist. I am apprehensive about my industry. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience.

Trends 129

How NPS was pioneered at Intuit & Sprint, with Brian Andrews – CB46

Customer Bliss

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He Episode Overview. Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™.

The Age of AI & the Customer

Michelli Experience

With real-time insights that come from big data, artificial intelligence, and machine learning, companies are driving customer value in something author Patricia Seybold described back in 2002 as dynamic effectiveness. Redesigning Process Improvement in the Age of AI & the Customer.

How We Reinvented Our Own CX

Storyminers

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). How We Reinvented Our Own CX.

Too Big To Care? Why Mega-Mergers Threaten Us

Beyond Philosophy

I founded my global Customer Experience consultancy in 2002. How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. and grocery shoppers in the UK could find out.

Revealed: 7 Essential Elements For Your Omnichannel Strategy

Beyond Philosophy

I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan.

Surveys Don't Sell!

CX Journey

The article is based on research that was summarized in an HBR article in May 2002. 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?

Survey 183

We All Hate Losing – Here’s Why

Beyond Philosophy

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. Tennis great Jimmy Connors famously said, “I hate to lose more than I love to win.”.

Trade In Old Thinking For New

Beyond Philosophy

Since 2002, I have worked with all types of industries. Did you know there was once a German belief that if you sleep with your mouth open, your soul will escape disguised as a white mouse ? Or that ancient doctors used to drill holes in their patients’ heads to cure migraines?

Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

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. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Be Passionate About Your Customers and They Will Never Leave – CX Lessons by Ms. Shweta Jha, Quality and Customer Experience Manager, Ferns N Petals

Customer Guru

I started my career with Convergys in 2002 as a Customer Service Representative. At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally.

Why Gut Decisions Are Sometimes Wrong

Beyond Philosophy

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 ”. There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise.

System 154

Uncovering CX in China: They’re Ready, Are You?

Beyond Philosophy

I wrote Building Great Customer Experiences , my first book about Customer Experience, in 2002 with John Ivens. As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions.

Killers of Corporate Life

Beyond Philosophy

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. There are 2 killers of corporate life – speed and politics. Let me give you some background.

Telecoms in Mumbai: What It Teaches Us about India and CX

Beyond Philosophy

As Customer Experience consultants, we have asserted since 2002 that the global marketplace necessitates a focus on your competitive differentiation. There is a shift in power for Telecoms in the Asia Pacific region toward the consumer.

Your energy and your rights – what you should know

Helen Dewdney

There have been many reports over the last few years regarding poor practice in the energy market, such as mis-sellling, putting people on the wrong tariffs and over charging.

3 Ways Customers’ Minds Plays Tricks on Them

Beyond Philosophy

In “ Thinking Fast and Slow ,” Professor Daniel Kahneman, Nobel Memorial Prize in Economic Sciences recipient in 2002, explores why our mind plays tricks on us. I often say people are irrational, but only because they are. We all do irrational things. We like to think we make logical decisions based on rational thinking all the time, but we don’t. The truth is, your mind plays tricks on you every day, and many times, it’s in one of three ways.

System 130

Advancing Service Together: The Event for Leaders in Customer Care, Service & Support

CSM Magazine

Field Service was launched in 2002 and has been dedicated to supporting the growth of the service industry ever since. Field Service USA 2016 : April 25 – 28, 2016 – JW Marriott Desert Springs Resort & Spa, Palm Springs, CA. What is Field Service USA? Innovation. Progression. That’s Field Service. Field Service is your one-stop shop for all things service and support; an event where inspiration meets innovation; socializing meets ROI.

3 Dangers of Employing Smart People

Beyond Philosophy

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”. Why we do what we do is a fascinating science. The brain has interesting ways to interpret the world around us and spur us into action. Knowing the brain drives our behavior, you would think those with high intelligence would have the upper hand in making good decisions.

System 120

7 Signs of Decline for the CX Movement in 2015

Beyond Philosophy

I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally.

CEM 128

Learn What The Customers Expect – Shweta Jha, Manager Of Customer Experience, Training & Quality, Ferns N Petals

Customer Guru

I started my career with Convergys in 2002 as a Customer Service Representative. Shweta Jha currently manages three functions in Ferns N Petals – Training, Quality, and Customer Experience. She believes that these functions are interrelated because when an organization has the right kind of employees and partners, and they are trained well, they will ensure that the customers have a great experience.

The Truths All Bosses Know About Being the Boss

Beyond Philosophy

Since 2002, I have learned some truths about starting my own business. In this series, professionals share how they embrace the entrepreneurial mindset. See the stories here , then write your own (use #BetheBoss in the post).

Course 138

How Atlassian Used Automation to Build a $4 Billion Company with More Than 100,000 Customers

Solvvy

Back in 2002, Atlassian launched their first product, Jira. At the time, they didn’t make a lot of waves. The company was tiny and their product was one of many in a fairly crowded market.

CX Is Hitting A Brick Wall

Beyond Philosophy

When I started consulting back in 2002, no one knew what Customer Experience was. I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods.

Embrace New Ways of Thinking in 2016

Beyond Philosophy

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. We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program.

Fullers Doric Arch – Customer Experience Review

ijgolding

According to the British Beer & Pub Association (BBPA), the UK boasted 60,100 pubs in 2002. What they/we expect from a pub is on the whole different in 2014 to 2002. The great British Pub. Whether you live or have ever visited the UK, you are likely to have frequented many.

The Discount-Revenge Cycle – and how to be a better communicator

CX Chronicle

Prince with Kathleen Logan-Prince, 2002?1st Customer Experience encompasses a multitude of sub-disciplines. and covers substantial ground in the world of business. However, one specific aspect of Customer. Experience that interests me in particular and is something I’ve been attuned. to for years is the art of communication. Those working within an organization where there is more than one. employee, which naturally applies to just about everyone except for those one-person.

The Discount-Revenge Cycle - and how to be a better communicator

CX Chronicle

Prince with Kathleen Logan-Prince, 2002 
 1st Books Library, www.1stbooks.comCustomer Experience encompasses a multitude of sub-disciplines and covers substantial ground in the world of business. However, one specific aspect of Customer Experience that interests me in particular and is something I’ve been attuned to for years is the art of communication.

The Evolving Scope of B2B Marketing: It’s All About Customer Experience

Answer Dash

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 62

A Guide to the Consumer Rights Act 2015

Helen Dewdney

Sale and Supply of Goods to Consumers Regulations 2002 will be replaced. The Consumer Rights Act 2015. This Act comes into force from 1st October 2015, when the following Acts will be repealed/amended: Supply of Goods (Implied Terms) Act 1973 will cover business to business contracts and consumer to consumer contracts only. Sale of Goods Act 1979/ Sale and Supply of Goods Act 1994 will still apply to business to business contracts and to consumer to consumer contracts.

An Introduction to Servitization and PaaS

Middlesex Consulting

Rolls-Royce CorporateCare®, launched in 2002, added a range of additional features. This is from a Rolls-Royce Press Release dated Oct. 30, 2012: Rolls-Royce, the global power systems company, today celebrated the 50th anniversary of 'Power-by-the-Hour', its pioneering approach to engine maintenance management that forms the basis of the company's market-leading CorporateCare® service.

CX Is Hitting A Brick Wall

Beyond Philosophy

When I started consulting back in 2002, no one knew what Customer Experience was. I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods.

Customer service definition

Very Best Service

definition #5 (source: Turban 2002): " Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." How to define customer service?