One of the key things I have learned over my years in business is ‘everyone is happy until you ask them to do something’. I see it happen all the time in organizations. Their Customer Experience professionals talk about improving the Customer Experience and everyone...
When we start working with CEO’s the first question we always ask is, ‘are you serious’? We tell them if they are not serious about improving their Customer Experience our advice is not to bother as they will do more harm than good as they will raise their employees...
What has Social Media ever done for business? Well quite a lot actually. For instance, a recent study by Convergys found that one bad Tweet can cost 30 customers. Here are some more facts and figures: Big Business is embracing social media in a big way. Forrester...
When asking your customers for feedback on their Customer Experience, what aspect of their Customer Experience are they referring to when they give you their answer? Let me explain by drawing an analogy. When you buy a new pair of shoes they may rub and create a...
Beyond Philosophy has used a subset (n=10,000 over 18 experiences) of our world leading database of emotion interviews (n=30.000) to quantify both the effects of emotion on value and which touchpoints are emotional drivers. To ensure an ‘apples for apples’ comparison...
