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.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

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.

Consulting 303

Consulting Consulting Marketing Customer Experience 303

Beyond Philosophy

FEBRUARY 11, 2019

My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. When I started my global Customer Experience consultancy in 2002, I had not been a consultant. When I started my global Customer Experience consultancy in 2002, I had not been a consultant.

Consulting 207

Consulting Consulting Benchmark Customer Experience 207

Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. Remember that consultants are the first to go in a recession.

Consulting 150

Consulting Consulting Benchmark Marketing 150

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.

Consulting 344

Consulting Consulting Customer Experience Accountability 344

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.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

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.

Customer emotions 435

Customer emotions Journey mapping Management Customer advocacy 435

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.

Journey mapping 302

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.

Technical Support 297

Technical Support Consulting Consulting Customer Experience 297

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

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

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.

Consulting 370

Consulting Consulting Education Entertainment 370

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.

Wireless 265

Wireless Self service Surveys Consulting 265

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.

Customer Experience 313

Customer Experience Consulting Consulting Marketing 313

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.

Wireless 284

Wireless Consulting Consulting Airlines 284

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 .

Consulting 283

Consulting Consulting Customer Experience Marketing 283

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.

Entertainment 348

Entertainment Consulting Consulting Finance 348

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. .

Consulting 221

Consulting Consulting Finance Education 221

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.

Construction 301

Construction Consulting Consulting Airlines 301

Beyond Philosophy

OCTOBER 23, 2021

In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was. Meanwhile, Lewis Carbone was championing Customer Experience and founding his consultancy and philosophy in ExpereinceEngineering. Now, 2021, Customer Experience as we know it is dying.

Customer Experience 195

Customer Experience Consulting Consulting Customer emotions 195

Beyond Philosophy

OCTOBER 18, 2018

Many of you might know that I started my global Customer Experience consultancy in 2002, back when the movement began. Looking at the different types of customers that you have and determining how to build social proof into the message can be an effective way to target your marketing and enhance your experience.

Advertising 100

Advertising Marketing Customer Experience Consulting 100

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.

Personalization 195

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.

CRM 195

CRM Consulting Consulting Customer Experience 195

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.

Customer centricity 207

Customer centricity Banking Enterprise Consulting 207

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.

Entertainment 276

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.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

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.

Big data 283

Big data Consulting Consulting Banking 283

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.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

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

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

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.

Technology 221

Technology Marketing Self service Consulting 221

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.”

CRM 195

CRM Consulting Consulting Quality management 195

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.

Advertising 195

Advertising Consulting Consulting Coaching 195

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

Beyond Philosophy

MARCH 24, 2022

Back in 2002, I founded my global Customer Experience consultancy, Beyond Philosophy, I fancied myself an influencer on Customer Experience, and I was. Here is the Science Behind How to Do This… appeared first on CX Consulting. For example, I am officially an “Influencer” on LinkedIn. Subscribe today right here.

Consulting 39

Consulting Consulting Banking Personalization 39

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).

Surveys 90

Surveys Interactive Voice Response Construction Accountability 90

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.

Consulting 40

Consulting Consulting Best practices Call Center 40