2001 Consulting Personalization 
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. I deal with this problem often in my consultative role. Let me explain using a personal (if embarrassing) example. Context is everywhere.
Call Center Weekly
FEBRUARY 5, 2018
I've seen where so many employees are affected negatively because the person they report to has never figured out what it is they do. It takes loyalty because you never know what a person needs at any moment, even if it's a quick hello, and you have to be willing to give it. It takes courage to do it because it can be uncomfortable.
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Beyond Philosophy
DECEMBER 2, 2021
For example, at our global Customer Experience consultancy, we take clients on study tours. It gives you an insight into that person and what’s important to them. I still remember back in 2001 when Cadillac used Rock and Roll by Led Zeppelin in their commercial. People do want to relive their pasts.
PeopleMetrics
JULY 20, 2020
You can set up real-time alerts that go to the appropriate person in your company who is responsible for following up with the customer and “closing the loop.” He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Ready to kickstart an excellent CX program?
PeopleMetrics
JULY 17, 2018
A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). These are similar to in-person focus groups, except customers join an online forum to provide their opinions. The following is an excerpt from Listen Or Die by Sean McDade, PhD. Click here to download the book.
PeopleMetrics
MAY 13, 2020
At PeopleMetrics , we end our weekly company meeting by each team member sharing what they are grateful for in their life right now and one person at the company who they want to thank for the work done during the week. Being grateful for having work with so many unemployed is also critical. Help team members feel respected. About the Author.
Beyond Philosophy
MAY 17, 2016
In a key scene, focus group participants are asked to describe the personalities and presentation styles of various members of the program – beginning with Corky, Frank, and Jim; and they do so in positive, glowing terms. When they get to d escriptions of Murphy, however, the perceptions turn to sharply negative.
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