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

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). If I had a time machine, I might go back to 2002-Colin and tell him so.

ROI 83

ROI Financial Consulting Social Media 83

Storyminers

JULY 1, 2020

Next, Mike founded Storyminers in 2002 to continue mastering the art and science of customer experience and to build the business. Using empathy you don’t need to have lots of market research.” Mike currently lives in Marietta, GA, living a life that can serve as an example to others, with his wife Lois and his daughter Hannah.

Travel 162

Travel Banking Customer Experience Design Measurement 162

Customer Bliss

OCTOBER 3, 2019

In today’s episode, I chat with Leslie McNamara , who is the Chief Marketing Officer and Managing Director in workforce development at Citi Retail Services. In her role, Leslie merges workforce development with marketing, working directly with retailers. How does the diversity of your team affect their output and synergy?

Culture 147

Culture Customer Experience Retail Resources 147

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

Kerry Bodine

APRIL 30, 2019

Since then, Net Promoter Score has become nearly ubiquitous in marketing and CX circles — and with good reason. 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.

Net Promoter Score 149

Net Promoter Score Customer Experience Social Media NPS 149

Kerry Bodine

APRIL 30, 2019

Since then, Net Promoter Score has become nearly ubiquitous in marketing and CX circles — and with good reason. 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.

Net Promoter Score 149

Net Promoter Score Customer Experience Social Media NPS 149

Beyond Philosophy

SEPTEMBER 17, 2020

We had Claudia Townsend, associate professor of marketing at the University of Miami at the Miami Herbert Business School, as a recent podcast guest. ” As a result, the focus on aesthetics has become universal in marketing efforts today. . in the UK for my book, Building Great Customer Experiences (Palgrave Macmillan, 2002).

Fashion 163

Fashion Financial Study Report 163

Beyond Philosophy

DECEMBER 19, 2017

Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. I founded Beyond Philosophy in the UK back in 2002. Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Brands in the U.S., however, rose from 7.42 in 2016 to 7.75

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

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

Beyond Philosophy

FEBRUARY 5, 2019

So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). If you aren’t original, then you aren’t really adding anything of value to the greater business community, or the reputation of marketing consultants in general. Have an original idea.

Consulting 110

Consulting Financial How To Return on Investment 110

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Unfortunately, many companies still don’t give that credit to their market research folks and what the marketing metrics tell them. Guess what? It’s at an all-time low for the last 17 years.

Customer Satisfaction 88

Customer Satisfaction Effort Score Competitive Advantage Self Service 88

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

APRIL 28, 2022

The center will accommodate at least 500 agents plus support staff, creating opportunities in the regional labor market. Founded in 2002, we provide personalized, omnichannel contact center, business processing, and technology outsourcing solutions to clients worldwide. Also, more than 20 new clients have been added in that timeframe.

Contact Center 52

Contact Center Transportation Omni-Channel Conference 52

GlowTouch

JULY 27, 2021

The Matrix allows unbiased and fact-based validation of CXM leaders’ market position and differentiation in customer experience, including the evaluation of their strategic positioning, market presence, growth dynamics, investment readiness, and adoption trends for technologies and related services.

Contact Center 59

Contact Center Groups Customer Experience Management Innovation 59

GlowTouch

AUGUST 23, 2021

Mysore is an emerging market for technology companies with a projected growth path that mirrors that of GlowTouch. About GlowTouch GlowTouch is a privately held and WBENC-certified, woman-owned enterprise, founded in 2002.

Contact Center 52

Contact Center Omni-Channel Software Technology 52

C3Centricity

APRIL 17, 2018

“a strategy by which businesses create their products, content, and marketing campaigns so that they serve their customers first, and their organization second.” While the forthcoming GDPR in Europe will increase the security on this data and our permission for companies to use it, data driven marketing is not all bad news.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

Beyond Philosophy

APRIL 20, 2023

I had written two books, Building Great Customer Experiences (Palgrave Macmillan, 2002) and Revolutionize Your Customer Experience (Palgrave Macmillan, 2004), and we were flooded with inbound inquiries about our services.

Conference 78

Conference Consulting Sales Culture 78

Clarivate

AUGUST 2, 2022

CIRS has been benchmarking regulatory agencies since 2002 using a methodology developed with agencies that ensures like-for-like comparisons. For HSA, the timelines for other NASs were obtained from the CIRS Emerging Markets Industry Metrics Program (2019-2021 approvals). Changes in company strategy.

Trends 98

Trends Strategy Study Healthcare 98

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

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He The Intuit guys weren’t fans of market research: you overpaid for it, no one really used it, and it was easy to cross-tab your way out of bad data. About Brian. He arrived at that role in October 2007.)

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, after probing further, I learned he was in market research a year ago and changed his job title. Many people jumped on the bandwagon and like my friend in market research, changed their job titles. I am apprehensive about my industry.

Trends 125

Trends eBook System Conference 125

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. ” About GlowTouch GlowTouch is a privately held and WBENC-certified, woman-owned enterprise, founded in 2002.

First Call Resolution 52

First Call Resolution Contact Center Social Media Knowledge Base 52

Beyond Philosophy

JULY 6, 2016

Three Truths Every Marketer Should Know about CX in China. China has potential to leap-frog other markets as it is a massive opportunity. This research emphasizes the fact that those organizations that truly embrace the ideology behind a culture of Customer Centricity have enormous potential for opportunity and growth in a new market.

Social Media 113

Social Media Multi-Channel Customer Centricity Consulting 113

Beyond Philosophy

DECEMBER 31, 2019

In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. If you get a lot of new customers but lose a bunch of old ones, then you won’t increase your market share. . Customer Experience has matured. It was quite a gamble to take it on since nobody was talking about it then.

Customer Experience 152

Customer Experience Effort Score Consulting Customer Experience Professionals 152

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. 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

Forrester's Customer Insights

OCTOBER 18, 2019

Siebel was a powerhouse in its time, peaking at 45% market share in 2002. Bob Stutz and CRM have always been synonymous. Stutz started his CRM career at Siebel, in 1998, in the early days of IT-driven, on-premise CRM. Stutz’s tenure ended after it was acquired by Oracle (2005), and he moved to SAP to […].

CRM 28

CRM Marketing Customer Relationship Management Customer relationships 28

Beyond Philosophy

FEBRUARY 5, 2019

So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). If you aren’t original, then you aren’t really adding anything of value to the greater business community, or the reputation of marketing consultants in general. Have an original idea.

Consulting 60

Consulting Financial How To Return on Investment 60

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. Growth is hard.

How To 52

How To Roadmap NPS Fashion 52

LoyaltyPlus

MAY 30, 2018

Groundbreaking revenue generating programme, first introduced in 1998, has adapted to local market conditions to ensure 20 years of business-building benefit to commercial farmers. AgriBonus became fully self-sustainable in 2002 and generated an annual profit from 2004. LoyaltyPlus’ refined AgriBonus helps SA’s agriculture flourish.

CRM 72

CRM Software Government Loyalty 72

Wired and Dangerous

MAY 21, 2021

This lasted until the 2002 season, when the CBA was extended through the 2006 season.[4] If released midseason, players are eligible for termination pay amounting to 35 percent of their salary or two-weeks of pay if on a minimum contract. The CBA agreed to in 1993 was extended by the agreement of players and owners in 1998.

Banking 91

Banking Government Transportation Examples 91

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. However, once the market reached its saturation point, the companies realized they were losing customers pretty fast (called churn). I wondered how I did that. Are you too focused on sales revenue?

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

Optimove

JUNE 22, 2023

NFC (Near Field Communication) Not the first thing that comes to mind when we think of location targeting, NFC – or near field communication – made its debut in 2002, and today is frequently utilized by big brands to connect with customers to deliver these hyper-impactful moments that can make or break a campaign. 

Technology 52

Technology Customer Engagement Engagement Loyalty Programs 52

Beyond Philosophy

MAY 3, 2018

Both of the mergers will reduce the competition in each of the business sectors so the two merging companies can share costs and pool their resources to accomplish their goals of overtaking a market leader. I founded my global Customer Experience consultancy in 2002. Sprint and T-Mobile to Merge, in Bid to Remake Wireless Market.”

Wireless 113

Wireless Competitive Advantage Consulting Airlines 113

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). Attention Cluster: These emotions are what marketing tries to evoke. They get customers’ attention and draw them in.

Measurement 174

Measurement Customer Journeys Management Net Promoter Score 174

Magellan Solutions

MARCH 11, 2020

Among these services, outsourcing sales and marketing operations is very popular. Outsourced marketing teams can develop effective marketing strategies for better lead generation. Like Mailchimp, it is also involved in the marketing industry. There are many kinds of services that outsourcing companies offer.

Sales 52

Sales Company Wireless Telecommunications 52

Helen Dewdney

APRIL 21, 2023

Consumer Protection from Unfair Trading regulations 2008 A general ban – on conduct below a level which may be expected towards consumers (honest market practice/good faith).

Insurance 92

Insurance Automotive Consumers Financial 92