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. Signals from management and fellow employees will do more to improve your Customer Experience than a set of rigorous metrics reviewed at the weekly meeting. I wondered how I did that.

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 Consulting 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

CX Journey

AUGUST 5, 2014

The article is based on research that was summarized in an HBR article in May 2002. Twelve years later (that research was published in 2002), customers have seen a lot of surveys; I think they know which ones are designed to genuinely gather feedback about the experience versus trying to introduce/sell a product. O my, where to begin.

Surveys 62

Surveys Real estate Feedback Marketing 62

Interaction Metrics

MARCH 20, 2025

That’s why at Interaction Metrics, we help companies cut through the noise and make meaningful improvements in the customer experience. this is what we do at Interaction Metrics. If you need help finding them, contact Interaction Metrics to discuss your options. With so many options (and hidden complexities!),

Enterprise 62

Enterprise Surveys Analytics Feedback 62

Voxjar

JUNE 8, 2021

callminer.com Founded in 2002 Based in Waltham Massachusetts. They have some cool out of the box metrics like their Tethr Effort Score and some great shortcuts for setting up new analytics categories.

Call Center 51

Call Center Analytics Enterprise Sales 51

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