Beyond Philosophy

JUNE 1, 2023

When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area. They were asking for the account number right off the bat. I deal with this problem often in my consultative role. Context is everywhere.

Accountability 195

Accountability Call Center Education Consulting 195

PeopleMetrics

AUGUST 21, 2018

Imagine customer experience as a bank account. If customer experience is a bank account, every negative experience is a withdrawal. The only time you will know the account is at zero is when you try to make a withdrawal and it’s declined. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Surveys 82

Surveys Banking Accountability Consulting 82

PeopleMetrics

JUNE 8, 2020

They could then “pay it forward” by recognizing an associate who did a large share of the work on the account. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. For example, a partner at a law firm may receive a recognition alert from a client.

Brand ambassadors 77

Brand ambassadors Employee engagement Morale Customer centricity 77

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services.

Contact Center 116

Contact Center Technology Self service Call Center 116

Aspect

NOVEMBER 1, 2018

Millennials were born between 1976 and 2001. and founder of the research and consulting firm, Millennial Branding, describes them this way, ”self-centered, needy, and entitled with unrealistic work expectations.” They are very different from their doting baby boomer parents. Dan Schawbel, author of Me 2.0

Contact Center 62

Contact Center Contact center software Interactive Voice Response Chatbots 62

PeopleMetrics

FEBRUARY 13, 2018

Using Gogo internet, which has been American Airline’s provider since this sort of thing was possible on airplanes, I had an account where all my credentials were stored on my computer. This seemingly minor change required me to create a new account for an additional service, complete with credit card information. Sean holds a Ph.D.

Airlines 66

Airlines Customer effort Accountability Consulting 66

ChurnZero

OCTOBER 13, 2023

In 2001, author and consultant Patricia Seybold could see that technology was having a profound impact on business economics. For example, just 24% of customer success leaders responsible for accounts with ACVs of $5,000 or less have veto authority over bad-fit customers. Businesses had to become more customer-centric.

Chief Customer Officer 52

Chief Customer Officer Benchmark SaaS Customer centricity 52