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. Click here.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

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

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”. When a person doesn’t believe they made a mistake or believes the mistake was not their fault, they don’t learn from it.

Consulting 377

Consulting Consulting Government Personalization 377

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. Billions of them.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

MARCH 29, 2017

Employees are now referred to as Partners since the founder, John Spedan Lewis signed away his personal ownership rights to the employees some years ago. I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. For Omnichannel Strategy, WWJLD?

Technical Support 297

Technical Support Consulting Consulting Customer Experience 297

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

Beyond Philosophy

AUGUST 10, 2016

A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with their Telecom provider. From Thailand: Respondents wanted more personalized offers that addressed their specific needs (66%). Are you ready?

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. There is nothing worse for a score than relying on an unhappy, poorly trained, underpaid person providing customer service with a frown on their face, Morgeson says. Guess what? Click here.

Technology 221

Technology Marketing Self service Customer Experience 221

Beyond Philosophy

SEPTEMBER 24, 2020

It reminded me of 2002 when I first started talking about getting into Customer Experience. When you look at people’s psychological attributes, like their personality characteristics, lifestyle, interests, and social classes, you can infer something about their behavior. appeared first on CX Consulting.

Entertainment 348

Entertainment Consulting Consulting Finance 348

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. So, when someone had an idea, and another person disagreed, the disagreeing party would say, “I’d like to challenge that.”

Advertising 195

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. These agendas were mainly not for the good of the company or the customer, but for the good of themselves personally. Company Politics .

Consulting 283

Consulting Consulting Customer Experience Marketing 283

Beyond Philosophy

SEPTEMBER 19, 2019

I have been consulting on Customer Experience since 2002. They successfully blend virtual and personal experiences and knowing when to deploy which in certain situations. . There are times when you don’t need a personal experience, e.g., booking tickets late at night or buying staples for delivery from the market.

Big data 283

Big data Consulting Consulting Surveys 283

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 ”. Kahneman explains that System One is at work when you look at a photo, interpreting the image, supplying you with your related personal experiences.

Personalization 369

Personalization Customer Experience Customer centricity Consulting 369

Beyond Philosophy

NOVEMBER 19, 2020

” Pine says Customer Experiences should be memorable, personal, and emotionally engaging, so customers value the time they spend with your company. 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.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

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. Smiling is not just good for the community where the sad sack or grouch lives, it also benefits the person doing the grinning. About David Nielson.

Consulting 56

Consulting Consulting Personalization Management 56

Answer Dash

OCTOBER 15, 2018

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. Little’s e-business consulting group. Marketing is typically tasked with overseeing the entire digital experience.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Beyond Philosophy

OCTOBER 18, 2018

Psychologists refer to these individuals as low self-monitors, which means instead of conforming to their surroundings they are driven from within by their personal beliefs. However, like all personality traits, they exist on a scale, meaning you can have degrees of conformity depending on the situation or the individuals involved.

Advertising 100

Advertising Marketing Customer Experience Consulting 100

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. However, they did know the person in the white coat told them they had to keep going with the shocks, so they did. The presence of that white lab coat is critical here.

Consulting 39

Consulting Consulting Banking Personalization 39

GetFeedback

JANUARY 6, 2020

Examples might include shoppers at a store, a personal banking account, or cell phone service. A consumer persona, by contrast, could include personal characteristics like favorite sport or hobbies that might influence how they behave in their buying journey. Just one company selling to one consumer, right? . Sorry, not quite.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Natalie Petouhof

MARCH 6, 2017

In 2002, Susan began working on Google’s advertising products, and over the next 12 years, she led teams that helped define the vision and direction of Google’s monetization platforms. To bring entrepreneurial approaches and creative solutions to displaced persons and refugees around the world, he founded the Tent Foundation in the same year.

Finance 40

Finance Advertising Engineering Entertainment 40

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. I knew personally, I’ve gone through my own fits of rage from time to time with products or services. I am Darima Fotheringham.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

Beyond Philosophy

APRIL 7, 2016

During the conversation, this person revealed the fact that he used to be in Customer Service. When I started consulting back in 2002, no one knew what Customer Experience was. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 284

Consulting Consulting Customer Experience Customer Service 284

Taylor Reach Group

MARCH 6, 2020

Yet we are regularly faced with new issues and challenges that can impact both our personal and business lives. Between November 2002 and July 2003, an outbreak of SARS in southern China caused an eventual 8,098 cases, resulting in 774 deaths reported in 17 countries.”[

Contact Center 131

Contact Center outsourcing Coaching Consulting 131

Talkdesk

MAY 23, 2019

One of the most interesting ones was I built a car sharing business for Shell back in about 2001, 2002. Spent a few years doing some general consulting work. And I know that people who attend the CX Tour on June 6th are going to have an opportunity to obviously meet you in person and hear more about it.

Customer advocacy 8

Customer advocacy Consulting Consulting Customer Experience 8

Beyond Philosophy

APRIL 7, 2016

During the conversation, this person revealed the fact that he used to be in Customer Service. When I started consulting back in 2002, no one knew what Customer Experience was. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 150

Consulting Consulting Customer Experience Customer Service 150

Sykes

SEPTEMBER 29, 2020

Marchela Bozhilova joined Symphony in 2015 as an associate consultant working on transformation projects — inspiring a change in the way organizations work through automation. “Since joining Qelp, I’ve grown tremendously both personally and professionally. Marchela Bozhilova. Senior Director, District Operations, SYKES APAC.

Accountability 98

Accountability Coaching Education Telecommunications 98

Sykes

SEPTEMBER 29, 2020

Marchela Bozhilova joined Symphony in 2015 as an associate consultant working on transformation projects — inspiring a change in the way organizations work through automation. “Since joining Qelp, I’ve grown tremendously both personally and professionally. Marchela Bozhilova. Senior Director, District Operations, SYKES APAC.

Accountability 98

Accountability Coaching Education Telecommunications 98