In this issue
Save 200 or $250 on customer management conferences. More
In this issue
Paying attention to detail leaves the competition behind. More
In this issue
Making emotional connections through participatory design. More
Aligning Brand and Customer Experience is Key
Call centres’ potential for brand-building opportunities are missed when organisations use them merely for customer data gathering, according to research by Vocalis. Marketing managers often ignore the brand build or Customer Experience element. More

US Customer Satisfaction Mixed
Latest results show that the American Customer Satisfaction Index was uneventful in all markets during 2002 except e-Commerce, where Customer Experience was reflected in improved services. More

The Double Whammy! Improve Customer Experience and Reduce Costs
Customer Loyalty experts TARP report poor management of complaints costs the travel industry over 280 million ($450 million) a year. Survey reveals resort managers and reps are
to blame. More

Importance of Setting Right Expectations with Customers
A survey reports tourists are angered by brochures that ignore building sites, rubbish tips and give confusing distances between hotel and beach, demonstrating the importance of setting
the correct expectations with customers. More

Attention to Detail Key to Creating Winning Customer Experience
Handpicked flowers in the toilets and personal greetings from the chairman helped Palmair beat every national and budget rival airline with 85% ratings in a Customer Experience poll carried out by the Consumers’ Association. More


Jeff Bezos, Founder and CEO of
Jeff Bezos stresses how “relentlessly improving the Customer Experience” enabled Amazon to achieve the highest score on record for any industry in The American Customer Satisfaction Index (ACSI). The company scored 88% for
customer satisfaction in both online and retail
services. More

How important do you think emotions are in the customer experience?
Not Important
  Involving Customers is Fundamental to Building a Great Customer Experience
Making emotional connections through participatory design highlights the need for companies to think about generating positive brand impact from the outset. More
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Welcome Anthony

As the Customer Experience continues to grow in importance daily, we have been asked by a number of people to provide regular information on developments and trends in the new emerging Customer Experience marketplace. Beyond Philosophy has therefore decided to launch Customer Experience Times, a monthly email update outlining what is happening. Our aim is to create a community of like minded individuals who are interested in the Customer Experience, by offering thought leading articles, information and details about up and coming industry events

Colin Shaw, Founding Partner
SAVE 200
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European Conference of Customer Management
featuring guest speakers Tom Peters and Gary Hamel. Last year’s event sold out so don’t waste time. Only a few places now remaining.
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The North American Conference on Customer Management
Don’t miss out on the opportunity to hear Tom Peters, Michael Porter and Warren Bennis for a special Customer Experience Times™ reader’s price.
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Beyond Philosophy’s UK & US Seminar Program
Book your place at these fun yet informative and thought leading seminars.
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