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

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Unfortunately, many companies still don’t give that credit to their market research folks and what the marketing metrics tell them. Guess what? It’s at an all-time low for the last 17 years.

Technology 221

Technology Marketing Self service Customer Experience 221

Customer Relationship Metrics

MAY 8, 2017

Most often, customer satisfaction research in the contact industry is intended to be one of the metrics in performance management programs. Research also highlights a cognitive difference between a rating of 3 and a rating of 4 that is smaller than between a rating of 4 and a rating of 5 on the 5–point scale (Van Bennekom, 2002).

Surveys 90

Surveys Interactive Voice Response Construction Accountability 90

GetFeedback

JANUARY 6, 2020

Here’s a formal definition from persona thought leader Tony Zambito in 2002: Buyer personas are research-based archetypal (modeled) representations of who buyers are, what they are trying to accomplish, what goals drive their behavior, how they think, how they buy, and why they make buying decisions. Conduct buyer insight research. .

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

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. That’s often because they have such tepid ineffectual metrics by which they assess the quality of their service. Their metrics are insincere.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48