2002 Accountability Customer Experience 
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. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.
Beyond Philosophy
JANUARY 8, 2018
Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome.
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Beyond Philosophy
FEBRUARY 20, 2017
And unless you recognize its power, you may make critical mistakes with your customer experience. 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.
Beyond Philosophy
JANUARY 16, 2018
Customer-centricity, in short, is not pervasively ‘people first’. To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical. Only a culture of stakeholder-centricity can be defined in that way. when making decisions.
Beyond Philosophy
NOVEMBER 20, 2015
I had it all: a big expense account, a big budget, and a big salary. I had just finished a big project on improving our Customer Experience (in the year 2000), before the words Customer Experience were even a term. A second journey to establish a consulting company based on Customer Experience.
Customer Relationship Metrics
MAY 8, 2017
When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas: What is the data collection methodology? What is the best approach for analyzing survey results to insure value, accuracy, and accountability? How will the survey results be used?
SmartAction
MARCH 7, 2023
These actions might include updating a particular communication point or proactively reaching out to a customer, informing them about their account, a transaction or other notification. This intelligence prompts recommendations for actions that companies can take.
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