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. Ensure that you take that into account when you make these decisions. I wondered how I did that. Are you too focused on sales revenue?
Beyond Philosophy
NOVEMBER 20, 2015
I had it all: a big expense account, a big budget, and a big salary. Since 2002, I have learned some truths about starting my own business. See the stories here , then write your own (use #BetheBoss in the post). I was a senior executive with 3,500 people reporting to me globally. I quit, of course! No, I didn’t break down.
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Beyond Philosophy
FEBRUARY 20, 2017
As described by Professor Daniel Kahneman of Princeton’s Woodrow Wilson School (and winner of the 2002 Nobel Memorial Prize for Economics), we have a tendency to evaluate things in terms of gains and losses. And unless you recognize its power, you may make critical mistakes with your customer experience.
Beyond Philosophy
JANUARY 8, 2018
Having worked in Customer Experience since 2002, I may be too much of a purist. Yes, there are a few Blockbuster stores still operating as of April 2017, although mostly in Alaska, and one has a funny Twitter Account! ). I am apprehensive about my industry. My concerns only grow as we roll into 2018.
Beyond Philosophy
JANUARY 16, 2018
In part, he authors built on ambassadorial ideas expressed in two editions of The Customer Comes Second (1992 and 2002), by Hal Rosenbluth and Diane Peters. These books emphasized the important linkage between customer experience and employee experience; and they are all strongly recommended. when making decisions.
Beyond Philosophy
JANUARY 7, 2016
This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. Thirteen years is a long time to be considered a madman! However, the Customer Experience movement has advanced.
Customer Relationship Metrics
MAY 8, 2017
What is the best approach for analyzing survey results to insure value, accuracy, and accountability? When teams or agents are held accountable for customer evaluations, it’s natural for the focus to be on what’s “fair”. How will the survey results be used? The issue of variability must also be considered along with reliability.
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