Beyond Philosophy

FEBRUARY 11, 2019

When I started my global Customer Experience consultancy in 2002, I had not been a consultant. In 2002, when I started Beyond Philosophy, no one on the broader market knew I was an expert in Customer Experience (or, frankly, what Customer Experience was). So, I told them. Give an opinion.

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Consulting Consulting Benchmark Customer Experience 207

Beyond Philosophy

JANUARY 22, 2022

I started Beyond Philosophy 20 years ago when Customer Experience was the next big thing; the new concept that was going to change everything in business. The last big thing, Customer Relationship Management (CRM), was old news. Now, in 2022, I see the next big thing: Customer Science. Please tell us how we are doing!

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CRM Consulting Consulting Customer Experience 195

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). If you don’t know what is essential to customers visually, then find out.

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Consulting Consulting Customer Experience Customer Care 409

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. Do you and your marketing team know the answer?

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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). Key Ideas to Improve your Customer Experience.

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Personalization 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. Many years ago, I decided to be a conference speaker on Customer Experience. With Customer Experience in mind as a topic, you could choose many aspects of experiences. I hesitated.

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Beyond Philosophy

APRIL 25, 2024

In my career, storytelling demonstrating why they should be doing something through an example of another client facing a similar issue in their experience is very effective. Colin has conducted numerous educational workshops, on how to improve your Customer Experience, to inspire and motivate your team. Click here !

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Customer emotions Education Engineering Personalization 195

Satrix Solutions

APRIL 6, 2020

The BOINC Project was funded by the National Science Foundation in 2002 and is located at UC, Berkeley. By openly encouraging employees to make these types of activity-based donations an organization can bolster its customers’ experiences and mature them to a new level of loyalty and satisfaction.

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Employee engagement Customer Experience Advertising Banking 137

Beyond Philosophy

FEBRUARY 5, 2019

When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Then I began conference speaking.

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Consulting Consulting Benchmark Marketing 276

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. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

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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. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what? So, how can this be?

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Technology Marketing Self service Customer Experience 221

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome.

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Customer Experience Consulting Consulting Marketing 313

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

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Customer emotions Management Journey mapping Customer advocacy 435

Beyond Philosophy

MARCH 29, 2017

Forbes once described the omnichannel experience as the point where “ marketing meets ubiquity ,” an apt description. Building on the Forbes concept, I say your brand promise delivered through excellent Customer Experience is what is ubiquitous. John Lewis has a great reputation for excellent Customer Experience.

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Beyond Philosophy

JULY 20, 2021

While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and your Customer Experience management goals for the organizations. The Experience Economy: Competing for Customer Time, Attention, and Money.

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Consulting Consulting Education Entertainment 370

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. So, I set up a telemarketing team.

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Outbound sales Consulting Consulting Engineering 195

Beyond Philosophy

FEBRUARY 20, 2017

And unless you recognize its power, you may make critical mistakes with your customer experience. 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.

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Journey mapping Consulting Consulting Customer Experience 302

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery.

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Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. There are a few out there, but not an overwhelming amount.

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Entertainment Consulting Consulting Finance 348

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). Customer experience is declining as a driver of change. .

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Beyond Philosophy

AUGUST 10, 2016

It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. In other words, the Customer Experience matters here more than it did even a couple of years ago. Much of this value derives from how your Customer Experience makes them feel. Are you ready?

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Beyond Philosophy

AUGUST 18, 2015

In “ Thinking Fast and Slow ,” Professor Daniel Kahneman, Nobel Memorial Prize in Economic Sciences recipient in 2002, explores why our mind plays tricks on us. Discovering What Customers Don’t Know Themselves. The post 3 Ways Customers’ Minds Plays Tricks on Them appeared first on. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Personalization Customer Experience Customer emotions Customer Service 413

Beyond Philosophy

MAY 3, 2018

How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently.

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Wireless Consulting Consulting Airlines 284

Beyond Philosophy

JANUARY 16, 2018

Customer-centricity, in short, is not pervasively ‘people first’. To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical. Only a culture of stakeholder-centricity can be defined in that way. when making decisions.

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Customer centricity Banking Enterprise Consulting 207

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 ”. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

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Personalization Customer Experience Customer centricity Consulting 369

Interactions

MARCH 16, 2023

The awards recognized Interactions Trustera as a Silver Stevie Winner in the Best Use of Technology in Customer Service – All Other Industries category. The Interactions-NVIDIA partnership was a Bronze Stevie Winner in the Achievement in Customer Service Automation category.

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Technology Customer Service Contact Center Sales 62

Beyond Philosophy

FEBRUARY 5, 2019

When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. So, I told them, starting my marketing efforts with my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Then I began conference speaking.

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Consulting Consulting Benchmark Marketing 150

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”.

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CRM Employee engagement Customer retention Customer Experience 305

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. I spent my days trying to improve the customer experience and being thwarted at every point by people who have their own agendas.

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Consulting Consulting Customer Experience Marketing 283

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

Customer Relationship Metrics

MAY 8, 2017

What is the best survey method for collecting the customer experience measurement? Your customers must be able to easily understand, to remember, and to correctly apply the scale to their experience. Automated post-call survey programs also need to have the element of speed for the customer. Rodgers W.L.,

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Surveys Interactive Voice Response Construction Accountability 90

Beyond Philosophy

NOVEMBER 20, 2015

I had just finished a big project on improving our Customer Experience (in the year 2000), before the words Customer Experience were even a term. A second journey to establish a consulting company based on Customer Experience. Since 2002, I have learned some truths about starting my own business.

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Consulting Consulting Customer Experience Accountability 344

Answer Dash

OCTOBER 15, 2018

In addition to tried-and-true foundational practices, our group of professionals shared their insights into new ways of approaching demand generation, improving content marketing, and leveraging early forms of machine learning and AI — all within the framework of a vastly expanded appreciation of the central role of the customer experience.

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B2B Marketing Customer Experience Benchmark 76

Customer Guru

FEBRUARY 13, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

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Customer Experience Management Customer centricity Feedback 93

Beyond Philosophy

NOVEMBER 15, 2019

Finally, we discuss that once you have a Price Image, what you can do with it from a Customer Experience standpoint. The scuffed floors and cardboard boxes communicate messages about the experience without being explicit. Subconscious signals your experience gives are vital to the outcome of your Customer Experience.

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Construction Consulting Consulting Airlines 301

Beyond Philosophy

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. At Beyond Philosophy, we have always tried to be at the cutting edge of Customer Experience, pushing the boundaries. In my first book, I wrote about customers’ emotions and the emotional experience. appeared first on Customer Experience Consulting.

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Entertainment Sales Consulting Consulting 276

SmartAction

APRIL 4, 2023

Since 2002, SmartAction has helped 100+ industry-leading brands streamline their contact centers and take their customer experience to the next level through AI voice, text, and chat. It’s gratifying to see that the New York Times agrees with us!

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