Beyond Philosophy
DECEMBER 11, 2020
I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. Be specific.
eglobalis
OCTOBER 29, 2022
The Best Customer Experience books 2002 list, Data and Design Readings of 2022, CX, experience design, cx strategy. The post The Best Customer Experience, Data and Design Books of 2022 appeared first on Eglobalis.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Magellan Solutions
JANUARY 26, 2024
When we started in 2002, many of our small and medium-sized clients struggled to articulate exactly what they required or how to benchmark success beyond vague notions of “doing a good job.” Excellent client retention and loyalty are the most accurate markers of success.
Beyond Philosophy
DECEMBER 19, 2017
These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. I founded Beyond Philosophy in the UK back in 2002. Putting customers at the center of everything you do is essential to providing the Customer Experience that fosters brand advocacy and loyalty. Time and Effort.
Beyond Philosophy
DECEMBER 31, 2019
In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. Prediction #4: Measurement will become a higher priority for Customer Experience professionals. In the discussion form, most conversations lean toward measurement. . So yes, measure, but also…do the job. .
Beyond Philosophy
JULY 6, 2016
I wrote Building Great Customer Experiences , my first book about Customer Experience, in 2002 with John Ivens. By sheer numbers alone, the potential to engage with customers in China and earn their loyalty could bear huge rewards. How to Measure Customer Emotions. China Sees the West as Thought Leaders of Customer Experience.
Beyond Philosophy
OCTOBER 12, 2016
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. Furthermore, the level of emotional engagement you have with a customer is what builds customer loyalty. The Emotional Experience Today Has New Applications.
Expert insights. Personalized for you.
174 
Let's personalize your content