2002 Customer Service Personalization 
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. Second, be careful about introducing an anchor when you want to know another person’s opinion. What he discovered is that our “intuition” is not what we thought it was.
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. John Lewis is making headlines in the Customer Experience industry again for its investment in its omnichannel experience and for good reason—four million good reasons.
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Beyond Philosophy
APRIL 7, 2016
For example, only the other day I was talking to somebody who had Customer Experience in their job title. During the conversation, this person revealed the fact that he used to be in Customer Service. Too many people think that Customer Service is the same thing as Customer Experience. Me: (Sigh).
Beyond Philosophy
SEPTEMBER 19, 2019
Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction.
Beyond Philosophy
NOVEMBER 19, 2020
An authentic, distinctive experience is more than providing good service or being “nice.” ” Pine says Customer Experiences should be memorable, personal, and emotionally engaging, so customers value the time they spend with your company.
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?
Beyond Philosophy
APRIL 7, 2016
For example, only the other day I was talking to somebody who had Customer Experience in their job title. During the conversation, this person revealed the fact that he used to be in Customer Service. Too many people think that Customer Service is the same thing as Customer Experience. Me: (Sigh).
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