Beyond Philosophy

DECEMBER 25, 2021

This new year also coincides with the 20 th anniversary of me founding my global Customer Experience Consultancy, Beyond Philosophy and publishing my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). What is Our Personal and Business Learning for The Year appeared first on CX Consulting.

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Personalization Consulting Consulting Customer Experience 195

Beyond Philosophy

JANUARY 22, 2022

13:27 Colin reads some articles for 2002 regarding CRM, when experiences were becoming a new focus and compares it to what is happening with Customer Experience today. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. appeared first on CX Consulting.

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CRM Consulting Consulting Customer Experience 195

Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. This year, the Financial Times recognized us as one of the best management consultancies for the fourth year in a row. My company had a significant birthday this year. rating on Apple Podcasts. So, I educated them. .

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Consulting Consulting Finance Education 221

Beyond Philosophy

SEPTEMBER 13, 2019

In the early days of our global Customer Experience consultancy, Wilde’s statement sums up the marketing efforts for my brand. We started back in 2002, when nobody knew who we were, or, frankly, what a Customer Experience was.

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Consulting Consulting Marketing Customer Experience 303

Beyond Philosophy

SEPTEMBER 17, 2020

Back in 2002, I spoke with Ian McAllister, former Chairman and Managing Director of Ford Motor Company, Ltd., in the UK for my book, Building Great Customer Experiences (Palgrave Macmillan, 2002). The post Aesthetics: Why This is A Vital Part of Your Experience appeared first on CX Consulting.

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Consulting Consulting Customer Experience Customer Care 409

Beyond Philosophy

DECEMBER 31, 2019

I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. However, 17 years later, far more than my consultancy is talking about it. .

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Customer Experience Consulting Consulting Chatbots 382

Beyond Philosophy

APRIL 20, 2023

Expanding Too Quickly Around 2004, I made the mistake of thinking that my global Customer Experience Consultancy was about to experience rapid growth. At this point, I had done little more marketing for my Customer Experience consultancy than writing and marketing the books. They are gold…or, I should say, diamonds.

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Outbound sales Consulting Consulting Engineering 195

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. In our Global Customer Experience Consultancy, we were doing some work with an airline. The post 7 Questions That Reveal Whether Your Company is Committed to CX appeared first on Customer Experience Consulting.

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Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

JULY 20, 2021

Shortly after the BT Customer Experience program was a success, I wrote my first of seven books on Customer Experience, Building Great Customer Experiences (Palgrave Macmillan, 2002) , and started my global Customer Experience consultancy, Beyond Philosophy. For me, the answer was to strike out on my own and start my consultancy.

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Consulting Consulting Education Entertainment 370

Beyond Philosophy

JULY 13, 2021

When I was writing my first book, Building Great Customer Experiences , back in 2002, I interviewed a source from BMW who said something I never forgot: “We don’t have any ‘Only-ers’ in our organization.” It started when the consultant arrived to assess the damage and demanded a payment of £200 before they started.

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outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

DECEMBER 30, 2021

Twenty years ago, at this time of the year, I started my global Customer Experience consultancy, Beyond Philosophy, and published my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). What is Our Personal and Business Learning for The Year appeared first on CX Consulting.

Personalization 195

Personalization Consulting Consulting Quality management 195

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). The post The 5 Rules of Measuring and Managing Customer Emotions appeared first on CX Consulting.

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Customer emotions Management Journey mapping Customer advocacy 435

COPC

MARCH 24, 2020

a global consulting firm that helps companies improve operations to optimize the customer experience, announces the immediate virtualization of consulting, training, certification and Vendor Management Organization (VMO) services. s portfolio of training, consulting and certification services has been transformed for virtual delivery.

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Consulting Consulting Best practices Call Center 40

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. But customers are not rational.

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Journey mapping Consulting Consulting Customer Experience 302

Beyond Philosophy

MARCH 29, 2017

I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Perhaps in this way, John Lewis is omniscient in their omnichannel strategy.

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Technical Support Consulting Consulting Customer Experience 297

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. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Republished with permission from CustomerThink.com.

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Customer centricity Banking Enterprise Consulting 207

Beyond Philosophy

SEPTEMBER 24, 2015

Several years ago, Professor Daniel Kahneman, winner of the 2002 Nobel Memorial Prize in Economic Sciences, looked closely at the idea that our minds have two systems of thinking in his book, “Thinking Fast and Slow”. The post 3 Dangers of Employing Smart People appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

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Consulting Consulting Government Personalization 377

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Beyond Philosophy has been recognized by the Financial Times as the leading management consultancy for four years. Guess what? It’s at an all-time low for the last 17 years. Click here.

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Technology Marketing Self service Customer Experience 221

Beyond Philosophy

MAY 3, 2018

As a global Customer Experience consultant hearing this news, I worry, too. I founded my global Customer Experience consultancy in 2002. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Let us know in the comments below.

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Wireless Consulting Consulting Airlines 284

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. I wrote Building Great Customer Experiences , my first book about Customer Experience, in 2002 with John Ivens. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

AUGUST 10, 2016

As Customer Experience consultants, we have asserted since 2002 that the global marketplace necessitates a focus on your competitive differentiation. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Wireless Self service Surveys Consulting 265

Beyond Philosophy

JANUARY 27, 2022

In some ways, I was riding the crest of CX, founding my global CX consultancy, Beyond Philosophy, twenty years ago and writing seven books on the subject over the past two decades. . In 2002, Fred Reichheld, inventor of Net Promoter Score® [1] , wrote in the Harvard Business Review, “ Avoid the Four Perils of CRM.”

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CRM Consulting Consulting Quality management 195

Beyond Philosophy

NOVEMBER 15, 2019

Since 2002, we have consulted brands all over the world and completed hundreds of successful implementations. To learn more about how our Global Customer Experience Consultancy can help you, please click here. . Beyond Philosophy can help. THE REMARKABLE POWER OF HABIT TO TRANSFORM CUSTOMER BEHAVIOR. 28 August 2017.

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Construction Consulting Consulting Airlines 301

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. I am apprehensive about my industry. My concerns only grow as we roll into 2018. To sign up click here.

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Customer Experience Consulting Consulting Marketing 313

Beyond Philosophy

SEPTEMBER 24, 2020

It reminded me of 2002 when I first started talking about getting into Customer Experience. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. appeared first on CX Consulting. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Entertainment Consulting Consulting Finance 348

Beyond Philosophy

NOVEMBER 20, 2015

A second journey to establish a consulting company based on Customer Experience. Since 2002, I have learned some truths about starting my own business. The post The Truths All Bosses Know About Being the Boss appeared first on Beyond Philosophy | CX Consultants | Customer Experience. I had the idea of a second career.

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Consulting Consulting Customer Experience Accountability 344

Beyond Philosophy

OCTOBER 14, 2021

At our global Customer Experience consultancy, we have a multinational team. When we first started with Beyond Philosophy in 2002, we worked with a water utility in the UK. This is What is Stopping You appeared first on CX Consulting. Some of us are experts in analytics; others are big-picture thinkers.

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Advertising Consulting Consulting Coaching 195

Beyond Philosophy

JUNE 20, 2016

I reached the exalted heights of SVP leading a team of 3,500 people globally before I left to start Beyond Philosophy, a customer experience consultancy, back in 2002. Before setting up Beyond Philosophy I spent most of my career working in large corporate companies, climbing the ladder of success. Company Politics .

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Consulting Consulting Customer Experience Marketing 283

Beyond Philosophy

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. Colin Shaw is the founder and CEO of Beyond Philosophy, one of the world’s leading Customer experience consultancy & training organizations. appeared first on Customer Experience Consulting. Well…It depends! Follow Colin Shaw on Twitter @ColinShaw_CX.

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Entertainment Sales Consulting Consulting 276

Beyond Philosophy

NOVEMBER 19, 2020

Even since I joined the movement back in 2002, the ideas of what a Customer Experience is, how it works, and what you can do to optimize it have changed a lot. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Customer Experience Customer emotions Customer centricity Consulting 334

Customer Relationship Metrics

MAY 8, 2017

Surveys with fewer response options are “forcing” respondents into a category that causes information loss and renders the results to be less reliable than those with more variability (Van Bennekom, 2002). Surveys with more response alternatives are more reliable than those with fewer responses (Scherpenzeel, 2002; Alwin and Krosnick, 1991).

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Surveys Interactive Voice Response Construction Accountability 90

Beyond Philosophy

MAY 12, 2015

Psychologist and Professor Daniel Kahneman , winner of the 2002 Nobel Memorial Prize in Economic Sciences, explains why this is in his book, “ Thinking Fast and Slow ”. In truth, when your gut instinct turns out to be right, it is a result of the complicated system of decision-making your brain employs.

Personalization 369

Personalization Customer Experience Customer centricity Consulting 369

Beyond Philosophy

SEPTEMBER 19, 2019

I have been consulting on Customer Experience since 2002. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Customer Experience design is often through the lens of the organization rather than from a customer’s point of view.

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Big data Consulting Consulting Surveys 283

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. The post Embrace New Ways of Thinking in 2016 appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Thirteen years is a long time to be considered a madman!

Employee engagement 186

Employee engagement Big data Analytics Education 186

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. The post Embrace New Ways of Thinking in 2016 appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Thirteen years is a long time to be considered a madman!

Employee engagement 150

Employee engagement Big data Analytics Education 150

Insite Managed Solutions

MAY 31, 2018

If you have events which can significantly impact your call volumes, then CLICK HERE to schedule a consultation with Insite or give us a call at 239-204-2002.

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Service level Consulting Consulting Contact Center 40

Chip Bell

JANUARY 22, 2019

In a 2002 study performed in Sweden , researchers confirmed what our grandmothers already knew—people respond in kind to the facial expressions they encounter. David Nielson brings over four decades of corporate, Fortune 500, and private consulting experience in organizational change management, leadership development, and training.

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Consulting Consulting Personalization Management 56