Forrester's Customer Insights

APRIL 9, 2024

Yet, his contribution to modern economics, for which he received the Nobel Prize in 2002, remains unparalleled. He was trained as a psychologist and spent much of his career at Princeton as a psychology and public affairs professor. Kahneman’s research has shaped much of how today’s experts think about […]

Consumers 28

Consumers Brands Strategy Training 28

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 Touchpoint 76

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what? So, how can this be?

Customer Satisfaction 89

Customer Satisfaction Effort Score Competitive Advantage Self Service 89

Beyond Philosophy

SEPTEMBER 13, 2019

This episode of The Intuitive Customer explores if there are times when the bad press can be good news for your brand. In the early days of our global Customer Experience consultancy, Wilde’s statement sums up the marketing efforts for my brand. Do you and your marketing team know the answer?

Consulting 121

Consulting Course Brands Loyalty 121

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

C3Centricity

APRIL 17, 2018

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. That is why I tend to speak about customer first rather than customer centricity these days.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

GlowTouch

AUGUST 23, 2022

It is gratifying to be included on this list again and we’re looking forward to climbing further up,” said Tammy Weinstein, Senior VP of Marketing & Analyst Relations. The PEAK Matrix is an annual assessment of the capabilities and market impact of service and technology providers across multiple industries.

Customer Experience Management 52

Customer Experience Management Management Customer Experience Contact Center 52

Storyminers

JULY 1, 2020

Listen to Mike tell his story of how he discovered a way to improve the customer experience by using the fine art of acting in a whole new way. Mike’s entrepreneurial skills served him well as IBM’s eVisionary for Global Services where he started three consulting practices, the last one in customer experience design. Advice for others.

Travel 162

Travel Banking Customer Experience Design Measurement 162

Beyond Philosophy

DECEMBER 31, 2019

With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . 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. I discussed these predictions on a recent podcast.

Customer Experience 153

Customer Experience Effort Score Consulting Customer Experience Professionals 153

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). Know what drives value for your customers.

ROI 83

ROI Financial Consulting Social Media 83

Beyond Philosophy

SEPTEMBER 17, 2020

It turns out that the use of color and package design, among other aesthetic elements, affects customer behavior more than you might think. . We had Claudia Townsend, associate professor of marketing at the University of Miami at the Miami Herbert Business School, as a recent podcast guest.

Fashion 164

Fashion Financial Study Report 164

Beyond Philosophy

NOVEMBER 16, 2023

Before we get into that, let’s remember a foundational element of success in marketing and sales tactics: before you plan and execute, think about what you want to get out of it. For example, I’ve had my own company since 2002, and I’ve considered each area. Therefore, affiliated marketing can work for many things.

Sales 78

Sales Strategy Social Media Advertising 78

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers. Sure, but….what

Measurement 174

Measurement Customer Journeys Management Net Promoter Score 174

Beyond Philosophy

DECEMBER 19, 2017

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. How we think influences how we behave, especially as customers.

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

Beyond Philosophy

FEBRUARY 5, 2019

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). Know what drives value for your customers. Have an original idea.

Consulting 110

Consulting Financial How To Return on Investment 110

Optimove

JUNE 22, 2023

Beacon Technology Using beacon technology – small, battery-powered devices (beacons) that communicate with nearby mobile devices through Bluetooth low energy (BLE) signals – is a relatively quick and low-investment way for brands to connect with customers in their brick-and-mortar locations.

Technology 52

Technology Customer Engagement Engagement Loyalty Programs 52

Michelli Experience

MAY 8, 2018

Redesigning Process Improvement in the Age of AI & the Customer. In fact, leading organizations have been able to bring to market individualized products and services (as opposed to the mass-produced goods of the past), as well as deliver profitable outcomes. But What About the Customer? Nimble, Effective, Customer Value.

Competitive Advantage 100

Competitive Advantage Customers Technology Data 100

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Let’s break it down a bit more, starting by defining science.

Net Promoter Score 139

Net Promoter Score Customers Data Effort Score 139

GlowTouch

JULY 27, 2020

Joining the GlowTouch team are Tammy Weinstein and Jonathan Ellsworth, who bring decades of experience in sales, marketing, and communications within the Business Process Outsourcing (BPO) industry. Founded in 2002, its 1,800 employees deliver operational excellence with high-touch engagement.

Technology 52

Technology Contact Center Sales Industry 52

GlowTouch

JULY 27, 2021

Newest member ranked alongside the industry’s most innovative and well-established customer experience management solution providers LOUISVILLE, Ky., This recognition by Everest Group emphasizes the importance of CXM to companies as they deliver seamless customer experiences.”

Contact Center 59

Contact Center Groups Customer Experience Management Innovation 59

SaleMove

MAY 26, 2020

I was born in 1995 and got my first PC in 2002 with Windows 95 on it. Given the high expectations towards services we consume, and the examples of Netflix, Amazon and many others, it’s time to look at what some of these customer journeys look like today and where they are headed. I’ve been browsing the web since then.

Social Media 52

Social Media Self Service Banking Conference 52

GlowTouch

APRIL 28, 2022

The center will accommodate at least 500 agents plus support staff, creating opportunities in the regional labor market. An inviting office atmosphere is conducive to providing the high-quality customer care that our clients expect.” It is the latest in a series of growth initiatives that GlowTouch has recently undertaken.

Contact Center 52

Contact Center Transportation Omni-Channel Conference 52

GlowTouch

AUGUST 23, 2021

Mysore is an emerging market for technology companies with a projected growth path that mirrors that of GlowTouch. It is equipped to support the complete offering of GlowTouch services, from contact center solutions and custom app development to back-office processing and Quality Assurance (QA).

Contact Center 52

Contact Center Omni-Channel Software Technology 52

Customer Bliss

APRIL 11, 2017

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. They’d want to know what was happening in sales, marketing, leads. About Brian.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Beyond Philosophy

JANUARY 8, 2018

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. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome.

Trends 125

Trends eBook System Conference 125

Beyond Philosophy

APRIL 20, 2023

Expanding Too Quickly Around 2004, I made the mistake of thinking that my global Customer Experience Consultancy was about to experience rapid growth. At this point, I had done little more marketing for my Customer Experience consultancy than writing and marketing the books. So, I set up a telemarketing team.

Conference 78

Conference Consulting Sales Culture 78

Beyond Philosophy

JULY 6, 2016

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. Three Truths Every Marketer Should Know about CX in China. China sees us as the thought leadership of Customer Experience.

Social Media 113

Social Media Multi-Channel Customer Centricity Consulting 113

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. We have compiled the following list of customer service experts so that you don’t have to.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Beyond Philosophy

OCTOBER 12, 2016

The Era of Personalized Marketing is Here. Personalized marketing, aka one-to-one marketing, uses the data in these databases of seemingly insignificant details about your personal behavior to present a unique product offering built just for you. Each of these recorded actions sifts down into the database as 1 and 0s.

Consulting 60

Consulting Innovation Training Customer Experience 60

GlowTouch

AUGUST 20, 2021

The Association made the announcement based on how GlowTouch helped a long-time client increase market share, per-customer revenue, and customer retention rates. An independent assessment of overall provider capabilities focused on its Top Customer References and top area of provided service in Customer Relationship Management.

First Call Resolution 52

First Call Resolution Contact Center Social Media Knowledge Base 52

GlowTouch

OCTOBER 16, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail How to Select the Right Customer Support Channels for Your Company. This is why choosing the customer support channels that work for your business is so important. How to Approach Customer Support. Customer Support Channels.

Company 52

Company Social Media How To Chatbots 52

GlowTouch

FEBRUARY 18, 2022

The one constant remains our people and their ability to keep the voice of the customer front and center despite changes in consumer expectations, market dynamics, and technology itself. “Entering our 20 th year has given me a chance to reflect about the incredible journey this company has taken since our inception.

Contact Center 52

Contact Center Effort Score Social Media Knowledge Base 52

Gainsight

SEPTEMBER 28, 2022

You see, simplicity itself is quite possibly THE underlying principle and North Star that guides every SaaS founder’s visionary approach to starting a company in the first place—even more so than our old favorite term circa 2002-2020: “disruption.” ” And it’s easy to see why. Until it wasn’t.

How To 52

How To Roadmap NPS Fashion 52

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. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

Beyond Philosophy

FEBRUARY 5, 2019

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). Know what drives value for your customers. Have an original idea.

Consulting 60

Consulting Financial How To Return on Investment 60

Beyond Philosophy

MAY 3, 2018

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. We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently. Let me explain.

Wireless 114

Wireless Competitive Advantage Consulting Airlines 114

GlowTouch

APRIL 16, 2021

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Customer Support Trends in the SaaS Industry. Companies in this space are influencing their own success, and customer service is among the key components. The Value of Customer Support in SaaS.

Industry 52

Industry Trends Software Return on Investment 52