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.” ” He meant that no employee did only one thing, like be an engineer or a sales associate.
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. Well…It depends! I implemented a strategy based on one of Oscar Wilde’s phrases.
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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. .
Customer Guru
FEBRUARY 13, 2018
I started my career with Convergys in 2002 as a Customer Service Representative. Could you please describe the closed-loop feedback management process followed by Ferns N Petals currently? We have a dedicated team that works on each and every feedback or complaint received from a detractor or even a passive customer.
CX Journey
AUGUST 5, 2014
I don''t know how many clients I''ve had to talk off the marketing ledge and get them to focus on the task at hand: use VoC/CX surveys to genuinely listen to your customers and, of course, act on their feedback. The article is based on research that was summarized in an HBR article in May 2002. and do nothing with the feedback."
Customer Guru
MARCH 7, 2018
I started my career with Convergys in 2002 as a Customer Service Representative. Could you please describe the closed-loop feedback management process followed by Ferns N Petals currently? We have a dedicated team that works on each and every feedback or complaint received from a detractor or even a passive customer.
GetFeedback
JANUARY 31, 2020
Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. Developing surveys to capture customer feedback is the clearest way to surface actionable data points and target increased customer retention. These might seem like basic questions, but the answers are important. .
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