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. Complete this short survey.

Artificial Intelligence 78

Artificial Intelligence CRM Customer Satisfaction Management Consulting 78

Beyond Philosophy

AUGUST 6, 2022

I am grumpy about customer experience these days. This realization came with a bunch of different things in my life as a customer went wrong, from gate delays on the tarmac for transcontinental flights on both sides of the pond to a house in shambles because of materials delays and poor project management.

Management Consulting 97

Management Consulting Customer Satisfaction Customer Service Customer Experience 97

1 to 1

JUNE 13, 2013

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Customer Satisfaction 40

Customer Satisfaction Social Media CRM Voice of the Customer 40

1 to 1

MAY 7, 2013

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Customer Experience 51

Customer Experience Social Media CRM Voice of the Customer 51

Beyond Philosophy

APRIL 2, 2022

The expectations are rational, emotional, and sensory, and are an essential companion for customers as they walk your customer journey, making them essential for your Journey Map. What’s worse, we aren’t meeting customer expectations, at least not according to the American Customer Satisfaction Index.

Construction 13

Construction Management Consulting Customer Expectations Customer Satisfaction 13

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). All the leaders were asked the same two questions : 1.

NPS 126

NPS CX Net Promoter Score Close the Loop 126

Beyond Philosophy

NOVEMBER 9, 2023

So, when I share some statistics I read regarding customer satisfaction and leveraging behavioral economics, some of which I felt very glass-half-empty about, I hope a few of you, with your half-glass-full dispositions, will help me see the bright side. What is worse is that since then, American customer satisfaction declined more.

Customer Satisfaction 78

Customer Satisfaction Customer Retention Customer Acquisition Management Consulting 78

1 to 1

JUNE 11, 2013

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Customer Experience 44

Customer Experience Social Media CRM Voice of the Customer 44

Shep Hyken

SEPTEMBER 16, 2022

Categorization helps to efficiently organize feedback into categories like “Customer Service,” “Price,” “Ease of Use,” and “Features.” Categories are key to producing actionable insights on top of rating questions, such as CSAT score (customer satisfaction),? Then, categories may be divided into subcategories.

Customer Feedback 61

Customer Feedback Artificial Intelligence Net Promoter Score Actionable Insights 61

1 to 1

MAY 5, 2013

--> -->. ); 1to1 Media is a division of Peppers & Rogers Group, a leader in Management Consulting. Welcome to 1to1 Media — a multimedia resource for CRM and Customer Experience Professionals. Customer Strategy Trends. Customer Champions. Customer Experience. Customer Loyalty.

Entertainment 42

Entertainment Sports Social Media CRM 42

1 to 1

MAY 3, 2013

--> -->. ); 1to1 Media is a division of Peppers & Rogers Group, a leader in Management Consulting. Welcome to 1to1 Media — a multimedia resource for CRM and Customer Experience Professionals. Customer Strategy Trends. Customer Champions. Customer Experience. Customer Loyalty.

Social Media 37

Social Media CRM Healthcare Voice of the Customer 37

SugarCRM

JUNE 26, 2019

Within Sugar, I manage all KPIs and lead generation activities, content and event calendars, campaigns, social metrics, customer satisfaction reviews and so much more. Normally you would hear this from sales, but not marketing. I love demonstrating our marketing workflow and having prospects tell me, “We want the same thing!”,

Sales 20

Sales CRM Innovation Management Consulting 20

Hodusoft

JULY 17, 2024

15 CX Stats That’ll Change the Way You Look At Customer Service In the next few years, an organization’s Customer Experience (CX) will play a greater role in its success than its products or prices. This statistic highlights the direct correlation between customer satisfaction and business success.

Non-Profits 52

Non-Profits CX Customer Service Contact Center 52

Hodusoft

DECEMBER 11, 2024

From Automation to Personalization: How AI is Shaping the Future of CX Would you be surprised to know that one out of every two customers would switch brands following just one bad customer experience (CX)? However, just 40 percent of customers rated brands 7/10 or higher while just 11 percent gave 9/10 or 10/10 rating.

AI 52

AI CX Contact Center Omnichannel 52