Beyond Philosophy

DECEMBER 25, 2021

This new year also coincides with the 20 th anniversary of me founding my global Customer Experience Consultancy, Beyond Philosophy and publishing my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). Follow Colin on LinkedIn and Twitter.

Customer Satisfaction 78

Customer Satisfaction Consulting Financial Customer Experience 78

Beyond Philosophy

DECEMBER 19, 2017

Is it that Customer Experience teams in the UK (and the senior management who support them) don’t care about Customer Experience other than talking about it? I founded Beyond Philosophy in the UK back in 2002. My first work as a customer experience consultant was there. However, we have since moved the company operations to the U.S

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

Beyond Philosophy

OCTOBER 23, 2021

In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter.

Customer Experience 78

Customer Experience Consulting Conference ROI 78

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. When you’re having your regular management meetings, where are the Customer Experience and the customer stats listed on the schedule? How much time do senior and middle managers spend talking to customers?

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

Beyond Philosophy

JULY 13, 2021

Unfortunately, after the trampoline arrived, the installation did not go smoothly, and my cohost’s friends spent the next few weeks managing a series of problems with it. ” In my mind, the delivery was Apple’s to manage, not mine. Managing the Customer’s Expectations about Outsourced Experience is Critical.

Customer Experience 167

Customer Experience Call Center Customer Journeys Hotels 167

Ecrion

FEBRUARY 24, 2020

This interaction is certainly part of my Customer Experience with them. This is definitely Customer Communication Management and creating the service contract is Document Automation. Scalable rendering of communications in batch, on-demand or interactively. Customer Communication Management. Why choose?

Self Service 52

Self Service Customer Experience Multi-Channel Communication 52

Comm100

FEBRUARY 1, 2023

85% of Gen Z (those 25 and under) prefer chat or automated interactions for customer service over phone calls. When students are more comfortable with online interactions than in-person ones, bringing higher ed live chat to colleges and universities is the only way to meet students on their terms.

Effort Score 215

Effort Score Wait Times Video Communication 215

Storyminers

MARCH 26, 2018

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). It helps us manage relationships smarter. How We Reinvented Our Own CX. Clients rave about the business results we help them achieve with CX and story.

Social Media 100

Social Media CRM Customer Experience Design Communication 100

GlowTouch

FEBRUARY 18, 2022

Honorees provide the full spectrum of outsourcing services, from technology and contact center services to real estate, capital asset management, and logistics. “As As outsourcing has grown, the role of the agent has evolved beyond issue resolution,” said Tammy Weinstein, GlowTouch VP for Marketing and Analyst Relations.

Contact Center 52

Contact Center Effort Score Social Media Knowledge Base 52

Daniel Group

SEPTEMBER 16, 2020

In your personal buying, do you often experience humor in your interaction with providers? The signs reconfirm the style of the store and management—friendly, light-hearted. Some managers may be uncomfortable encouraging humor in the workplace. There are many reasons we do not experience humor. Joe Friday. In-the-Moment.

Customer Experience 98

Customer Experience Customers Meeting Groups 98

AWS Machine Learning

OCTOBER 6, 2023

One such component is a feature store, a tool that stores, shares, and manages features for machine learning (ML) models. Amazon SageMaker Feature Store is a fully managed repository designed specifically for storing, sharing, and managing ML model features.

System 109

System Data Travel Tools 109

Beyond Philosophy

DECEMBER 30, 2021

Twenty years ago, at this time of the year, I started my global Customer Experience consultancy, Beyond Philosophy, and published my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). People have responded, and it has been rewarding and interactive to solve their business “pickles.”

Customer Satisfaction 78

Customer Satisfaction Return on Investment Consulting Customer Relationship Management 78

GlowTouch

DECEMBER 10, 2020

Did you know… that one of the fastest-growing career fields is Customer Success Manager? The manager’s job is to get ahead of potential service issues and bottlenecks, reduce or eliminate the friction that can arise when a consumer has a question to ask or a problem to resolve. Why does this matter? About GlowTouch.

Trends 52

Trends Customer Service Self Service Contact Center 52

GlowTouch

SEPTEMBER 22, 2020

It’s not the preferred means of time management but making that group whole again is vital for two reasons: 1) failure to do so creates an organization’s most vocal critics and 2) success in doing so can often make those customers into your champions. Keep Raising the Bar. About GlowTouch.

Return on Investment 52

Return on Investment Contact Center Omni-Channel Touchpoint 52

COPC

MARCH 24, 2020

a global consulting firm that helps companies improve operations to optimize the customer experience, announces the immediate virtualization of consulting, training, certification and Vendor Management Organization (VMO) services. Measuring and managing the customer experience. COPC® Best Practices for Vendor Management Organizations.

Consulting 40

Consulting Training Call Center Travel 40

SaleMove

MAY 26, 2020

I was born in 1995 and got my first PC in 2002 with Windows 95 on it. Reach them through an influencer sharing your hilarious ad, a funny video that your marketing team has produced, or a compelling blog post that helps them manage their finances. I’ve been browsing the web since then. They Reached Your Site, Now What?

Social Media 52

Social Media Self Service Banking Conference 52

CSM Magazine

MARCH 16, 2016

Experience tons of sessions, interactive learning, guest speakers and keynotes, all in beautiful Palm Springs. Field Service was launched in 2002 and has been dedicated to supporting the growth of the service industry ever since. That’s Field Service. You’ll never forget the four days you spend here.

Customer Care 40

Customer Care ROI Innovation Meeting 40

Beyond Philosophy

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. I defended my position by declaring it was a management problem. If people were too busy to remember who ordered what, then management needed to address the issue. Management should relieve the wait staff of some of their duties or training them in customer service.

Conference 111

Conference Sales Entertainment Groups 111

GlowTouch

NOVEMBER 6, 2020

It’s among the reasons that companies hire Customer Success Managers before hiring salespeople. Treat every customer interaction as though it’s the first communication with that customer. Founded in 2002, our 1,800 employees deliver for our clients by combining operational excellence with high-touch engagement. About GlowTouch.

Sales 52

Sales Ecommerce Contact Center Return on Investment 52

GlowTouch

JULY 13, 2020

Any operations manager in a customer support center will say that support tickets are one of the biggest cost variables that a company must face, in terms of both volume and duration. Customer support issues not resolved on first interaction have a direct correlation to lower customer satisfaction results. About GlowTouch.

First Call Resolution 52

First Call Resolution Analysis Return on Investment Social Media 52

Beyond Philosophy

NOVEMBER 15, 2019

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. In other words, how do you manage the pricing in your firm? Focusing on pricing will help you manage your price image. Managing prices by themselves are probably not going to be your end goal.

Consulting 120

Consulting Brands Airlines Examples 120

GlowTouch

APRIL 28, 2020

More Face-to-Face Interactions. It’s no secret that the vast majority of customers seeking help from a company appreciate it when there’s a “personal touch” to the interaction. Already an estimated 85% of customer interactions can be managed without human assistance. About GlowTouch.

Trends 52

Trends Self Service Social Media Call Center 52

SurveySensum

JULY 17, 2023

Make Shopping Easy & Fun Make Every Interaction Epic! This involves creating a seamless and user-friendly interface for both online and physical stores, as well as incorporating interactive elements that enhance the overall experience. Make Every Interaction Epic! And how can you incorporate them? Let’s talk about it.

Retail 52

Retail Strategy Customer Experience Sports 52

SurveySensum

JULY 17, 2023

Make Shopping Easy & Fun Make Every Interaction Epic! This involves creating a seamless and user-friendly interface for both online and physical stores, as well as incorporating interactive elements that enhance the overall experience. Make Every Interaction Epic! And how can you incorporate them? Let’s talk about it.

Retail 52

Retail Strategy Customer Experience Sports 52

Oracle

JANUARY 27, 2020

In part 1 of this conversation, the group covers the challenges of looking for a new solution and how to deliver service experiences consistently, and manageably, on a global scale. Read highlights below from the following customer experience experts: Nannette Bromley, Senior IT Project Manager, BISSELL.

Contact Center 45

Contact Center Technology How To CRM 45

GlowTouch

JUNE 12, 2020

Technology boosts productivity by saving time spent on repetitive tasks and also coordinating the interactions on several platforms. Mutually stimulating interactions between you and your agents can inspire better interactions between agents and customers. Be empathetic in your interactions and open your mind to new problems.

Social Media 52

Social Media Omni-Channel Return on Investment Training 52

Kerry Bodine

APRIL 30, 2019

Middle management and frontline staff got it, too. And while Friendster (founded in 2002) paved the way for Myspace, and Myspace (founded in 2003) paved the way for our current social media giants, neither deserve credit in my book for sparking the customer experience discipline. And it was dead simple to understand.

Net Promoter Score 47

Net Promoter Score Customer Experience Social Media NPS 47

BirdEye

OCTOBER 31, 2023

Choosing the best reputation management company for your business can boost your online reputation, amplify positive feedback, and effectively handle any negative remarks. Here’s a guide on choosing the right reputation management company for your business in 2023, featuring a list of the top 7 reputation management companies.

Company 110

Company Management Social Media How To 110

Answer Dash

OCTOBER 15, 2018

One of my top takeaways from these discussions is the growing importance of formulating and managing marketing campaigns on a far more granular and customer-centric level. 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 76

B2B Marketing Customer Experience Touchpoint 76

GlowTouch

JULY 2, 2020

Teaching and learning ‘verbal charisma’ can be a challenging task—for agents and managers! The following best practices are meant to help you build, train, and manage a personable, successful live chat team who delivers exceptional customer care and support. Your agents should customize chat interactions with each person they talk to.

Chatbots 52

Chatbots Multi-Channel Training Wait Times 52

AWS Machine Learning

FEBRUARY 9, 2023

Since 2002, the land ice sheets in Antarctica have been losing mass at a rate of 151.0 map.render() When the interactive map is ready, we can render input images and model outputs as map layers without needing to download the data. SageMaker also simplifies dataset management. Since 1993, sea levels have risen 102.5 millimeters.

Analysis 54

Analysis Training Data How To 54

AWS Machine Learning

NOVEMBER 8, 2022

Collecting, storing, and managing extracted features can be challenging. This managed experience helps you run your data processing workloads, such as feature engineering, data validation, and model interpretation. Amazon SageMaker Feature Store – You can create, share, and manage features for ML development. 2002): 23-47. [3]

Data 65

Data Healthcare Training Resources 65

Natalie Petouhof

JULY 26, 2016

And at the same time customer’s flow-oriented brains simply aren’t wired to deal with poor digital experience interactions. But instead of offering a series of smoothly sequential flows, websites and mobile applications are characterized by lag, downtime, and restarts. And it can be tempting to label customers picky and impatient.

Handbook 40

Handbook Customer Experience Resources Customers 40

GlowTouch

APRIL 24, 2020

For instance, an in-house solution allows for closer management of day to day support processes, and some small businesses don’t really need an expanded workforce to handle customer issues. Founded in 2002, our 1,700 employees deliver for our clients by combining operational excellence with high-touch engagement. About GlowTouch.

Competitive Advantage 52

Competitive Advantage Effort Score Return on Investment Resources 52

Middlesex Consulting

FEBRUARY 19, 2017

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. Rolls-Royce CorporateCare®, launched in 2002, added a range of additional features.

Airlines 60

Airlines Wireless Financial System 60

Beyond Philosophy

APRIL 7, 2016

In the case of the fellow I was speaking with the other day, their management perception is ‘they are doing Customer Experience now’ However, the reality is nothing has changed. When I started consulting back in 2002, no one knew what Customer Experience was. To be honest, they don’t know what they are doing.

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60

Beyond Philosophy

APRIL 7, 2016

In the case of the fellow I was speaking with the other day, their management perception is ‘they are doing Customer Experience now’ However, the reality is nothing has changed. When I started consulting back in 2002, no one knew what Customer Experience was. To be honest, they don’t know what they are doing.

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60