Kerry Bodine
APRIL 30, 2019
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? Event #1: Net Promoter Score ® arrived on the scene.
Kerry Bodine
APRIL 30, 2019
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? Event #1: Net Promoter Score ® arrived on the scene.
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Beyond Philosophy
FEBRUARY 8, 2020
Our global Customer Experience consultancy engaged research at the end of 2019 to determine our direction for the next decade. So, we have a new focus for 2020, helping organizations achieve the growth they want by assisting them in providing the Customer Experience they need to do so. Where do we get new customers?
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.
Customer Bliss
APRIL 11, 2017
Here, we discuss the critical factors in embedding this approach not as survey-score chasing, but business transformation. Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He The Origins Of Net Promoter Score. About Brian.
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
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.
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