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

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. If you were to find your organization in a similar situation, where your content was hitting a nerve and generating some negative feedback, you should consider the positives. appeared first on Customer Experience Consulting. Well…It depends!

Entertainment 276

Entertainment Sales Consulting Consulting 276

Beyond Philosophy

SEPTEMBER 19, 2019

I have been consulting on Customer Experience since 2002. When you consider the resources devoted to the cause over the past two decades in customer service teams, and all the CRM and customer feedback software you can buy now, it is disappointing that it isn’t showing results. . To listen in , please click here [link].

Big data 283

Big data Consulting Consulting Banking 283

Answer Dash

OCTOBER 15, 2018

The Demand Gen report found that two-thirds of buyers said they give strong credence to peer reviews and user-generated feedback. That emphasis is only continuing to grow; according to a study by Walker, the consulting firm, customer experience will overtake price and product as the key brand differentiator by the year 2020.

B2B 76

B2B Marketing Customer Experience Benchmark 76

GetFeedback

JANUARY 6, 2020

customer feedback data), involving customers, and defining customer outcomes. . In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. Information can come from market research, customer feedback, and interaction data generated from customer navigating their experiences.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Vistio

JUNE 29, 2021

You have a long career in analyzing and consulting on front office BPO ecosystems, including contact center outsourcers, CRM technology players, offshore development agencies, and industry associations. ” The first thing I did, this is 2002 or 2003, remember, I went to Yahoo, not Google, but Yahoo and looked up, “What is CRM?”

Contact Center 52

Contact Center Consulting Consulting outsourcing 52