Beyond Philosophy

DECEMBER 20, 2019

I have been in the Customer Experience industry since before there was such a thing. When I founded Beyond Philosophy back in 2002, no one was talking about Customer Experience. Then, things changed, and over the next decade, it changed from no one talking about Customer Experience to everyone talking about it.

Return on Investment 127

Return on Investment Customer Retention Loyalty Consulting 127

Beyond Philosophy

DECEMBER 31, 2019

I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured. In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. The number two thing was customer retention.

Customer Experience 153

Customer Experience Effort Score Consulting Customer Experience Professionals 153

ijgolding

AUGUST 7, 2014

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. Increased duty on alcohol combined with tightening wallets/purses has seen many public houses across the land shut up shop. By 2012, the number had declined to 49,433.

Customer Experience 201

Customer Experience Customers Training Customer Retention 201

GlowTouch

NOVEMBER 6, 2020

Create an opportunity mindset: service is a revenue and customer retention center, not just a problem-solving function. Support and service matter because brand loyalty is being eroded, and the experience is becoming more important than whatever the client is selling. It’s About the Experience. About GlowTouch.

Sales 52

Sales Ecommerce Contact Center Return on Investment 52

Comm100

MARCH 8, 2017

Follow her today on Twitter to make sure that your company is doing everything it can to improve the experience and the lives of its customers. Shapiro is a customer retention expert, who founded The Center for Client Retention. RachardRShapiro. Annette Franz. annettefranz. Kate Leggett. kateleggett.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Beyond Philosophy

MARCH 16, 2015

Customer Experience is a way of life, a cultural change, and a commitment needed from the heart as well as the head. I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. I don’t want to see Customer Experience go the same way as CRM. It is not a slogan.

CEM 60

CEM CRM Conference Employee Engagement 60

GlowTouch

DECEMBER 4, 2020

What Is Your Customer Retention Rate? Some customer support companies provide additional support to employees such as free or subsidized housing, free transport, meal vouchers. All these benefits build employee loyalty and lead to better work culture. You need to know the level of vendor commitment to your business.

Customer Satisfaction 52

Customer Satisfaction Return on Investment Competitive Advantage Transportation 52