3 Events Paved The Path For The Customer Experience Discipline

Kerry Bodine

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience?

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. Customer Connectedness Customer experience behavioral economics Daniel Kahneman Nobel Prize Richard Thaler

What a Customer First Strategy Is (And what it’s not!)

C3Centricity

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. What a Customer First Strategy is not.

The Age of AI & the Customer

Michelli Experience

Redesigning Process Improvement in the Age of AI & the Customer. But What About the Customer? In fact, the ultimate goal (from my worldview) of process improvement is increased customer value and effectiveness. Nimble, Effective, Customer Value.

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. This Customer Experience Review is the first I have conducted on a pub – the Doric Arch in Euston.

We’re Pledging 1% For The Planet

Kerry Bodine

Getting to connect with our clients and their customers face to face is a meaningful part of my job. I’m proud of the work we do to create happier customers, happier employees, and happier shareholders. Happy Earth Day! I feel fortunate to have a short daily commute.

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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. Discovering What Customers Don’t Know Themselves. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. The post 3 Ways Customers’ Minds Plays Tricks on Them appeared first on.

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5 In-Store Customer Experience Game Changers Shoppers Can’t Live Without

Smarter CX

According to National Women’s History Museum (NWHM) , these super stores were developed to both invite and accommodate women, factoring in women’s needs and interests, to develop an unforgettable customer experience females would crave more of. Market Trends Customer Experience

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

Customer Guru

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. Jha has 12 years of experience in the field of Customer Service and has been instrumental in creating and implementing exceptional customer experience strategies.

The Future Today! Personalization 2.0

Beyond Philosophy

When you make something personal for a customer, you start to create an emotional relationship with your product or service. 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.

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

Beyond Philosophy

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging.

What Do The Financial Times, ROI, and CX Have In Common?

Beyond Philosophy

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).

Introducing The Age of Intelligent Automation

Bizagi

When we first started Bizagi in 2002, we described our software as a process automation solution. Very often however, potential customers would say, “We trust our people, so we don’t want to automate our processes.” Customers no longer had to wait for months, weeks, or days.

The Need for Customer Experience is Based on Science Not Myth

Natalie Petouhof

Tweet The need for customer experience to improve is not a myth. With the advent of CoIT, we’ve actually imposed a new set of demands on our customer’s brains. And at the same time customer’s flow-oriented brains simply aren’t wired to deal with poor digital experience interactions.

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 ”. This fact is why dealing with Customers is so difficult.

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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 He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. Episode Overview.

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. In a single quarter in 2017, the company added more than 4,000 new customers. Most software companies would be lucky to add that many new customer in an entire year. Automating customer engagement.

Customer service definition

Very Best Service

How to define customer service? Agreeing an universal customer service definition is not an easy task. Numerous procedures, books and manuals illustrate the excellent contributions made to come up with the best customer service definition. How do you define customer service?

7 Signs of Decline for the CX Movement in 2015

Beyond Philosophy

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. I work in Customer Experience.”.

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

CSM Magazine

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. Field Service was launched in 2002 and has been dedicated to supporting the growth of the service industry ever since. Customer Service News

Surveys Don't Sell!

CX Journey

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.

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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). The customer satisfaction needles are changing direction. How We Reinvented Our Own CX.

Troublesome Trends & Predictions for 2018

Beyond Philosophy

Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. He said he was in Customer Experience. Blogs Customer Experience

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Totango Wins Silver Stevie Awards for Leadership and Innovation in Customer Success Technology; Totango Named Finalist for SIIA CODiE Awards

Totango

Created in 2002, the awards honor and generate public recognition of the achievements and positive contributions of organizations and working professionals worldwide. Totango was honored for its leadership and innovation as the leading enterprise customer success platform.

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

Answer Dash

According to Scott Brinker, founder of the website chiefmartec.com and author of The Marketing Technology Landscape Supergraphic, “Marketing is becoming responsible for customer experience throughout the organization.”

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How to Create A Financial Times Award-Winning Consultancy from Scratch

Beyond Philosophy

When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002).

Performing on Payment Experience in Healthcare

North Highland

The Advisory Board Company reported that a 10 percent increase in customer loyalty could generate more than $22 million in revenue for an average hospital. billion in 2002 dollars using U.S. Customer Experience Category Featured Featured News

Too Big To Care? Why Mega-Mergers Threaten Us

Beyond Philosophy

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. CEOs are not doing anything about their stated concerns of building customer-centered experiences.

Revealed: 7 Essential Elements For Your Omnichannel Strategy

Beyond Philosophy

Building on the Forbes concept, I say your brand promise delivered through excellent Customer Experience is what is ubiquitous. Optimization of the mix of channels for the customer and the company. John Lewis has a great reputation for excellent Customer Experience.

LoyaltyPlus’ refined AgriBonus helps SA’s agriculture flourish

LoyaltyPlus

AgriBonus was then registered as a separate profit generating company called Customer Benefit Systems. Customer Benefit Systems licensed LoyaltyPlus Software Solutions to manage all technical aspects of the AgriBonus programme, within a contracted service level agreement. AgriBonus became fully self-sustainable in 2002 and generated an annual profit from 2004. LoyaltyPlus’ refined AgriBonus helps SA’s agriculture flourish. .

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?

Revenge and Reward: Is Your Customer Service Team Likeable?

Grade.us

What do customers think about you? When they think of your customer service what comes to mind? As long as customers are spending and satisfied what does that matter? Are your customers out for revenge? Because customers don’t care about brands!

Trade In Old Thinking For New

Beyond Philosophy

However, if you still believe that people make rational decisions as customers, you are guilty of the same kind of old thinking demonstrated in the outlandish beliefs above. My explanation is the same: The easy things in Customer Experience have been done. Blogs Customer Experience

We All Hate Losing – Here’s Why

Beyond Philosophy

And unless you recognize its power, you may make critical mistakes with your customer experience. To see how this plays out in a customer context, think back to the new rewards program Starbucks unveiled last year. How This Relates to Your Customer Experience.

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

Beyond Philosophy

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity.

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

Beyond Philosophy

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery.

How to Create A Financial Times Award-Winning Consultancy from Scratch

Beyond Philosophy

When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Eventually, other people began to recognize I was an expert in customer experience training, which was much better than me saying it. Know what drives value for your customers.