‘You cannot please all the people all the time’… this is a basic reality that many businesses seem to ignore when looking at improving their Customer Experience. When we, Beyond Philosophy, enter conversations with clients on how they can improve their Customer...
Have you got problems finding a common language and cooperation from people around the organisation for customer experience initiatives? Aren’t people usually supportive on words … until you actually ask them to do something? Research we did in 2012 amongst customer...
I am amazed how organizations can be so clever and yet so dumb. Organizations constantly talk about the importance of having loyal customers but they rarely do anything about it. I am a great believer that business is not as complex as people make out. Take building...
Sentiment analysis has been around for a while, so perhaps it’s about time we looked at the sentiment towards sentiment analysis? I mean is this just a gimmick or is it really ‘of value’. Negatives 1. The McDonalds effect If your product or service is ‘bog-standard’...
Many of us would like to believe that we base our important business decisions on well grounded facts. It does not take much looking around to realise that the data do not necessarily support the decisions being made. David Brooks wrote an op-ed piece in the New...
