Comments for Beyond Philosophy http://www.beyondphilosophy.com Fri, 19 Mar 2010 14:27:00 +0000 hourly 1 Comment on Do you ever really listen to customer experience feedback? by Rose Matthews http://www.beyondphilosophy.com/customer-experience/do-you-ever-really-listen-to-customer-experience-feedback/comment-page-1/#comment-1888 Rose Matthews Fri, 19 Mar 2010 14:27:00 +0000 http://www.beyondphilosophy.com/?p=1175#comment-1888 Aah, it's reassuring to see this published; it's something I feel quite strongly about. As well as carrying out regular quantitative, qualitative and usability research to understand our user experience, we also bring in one customer per month who will sit in a room in front of our staff for a casual chat. That way everyone from developers to marketing executives and business leaders gets to know one customer in detail, and to associate their work with that man / woman :-) Aah, it's reassuring to see this published; it's something I feel quite strongly about. As well as carrying out regular quantitative, qualitative and usability research to understand our user experience, we also bring in one customer per month who will sit in a room in front of our staff for a casual chat.

That way everyone from developers to marketing executives and business leaders gets to know one customer in detail, and to associate their work with that man / woman :-)

]]> Comment on Transparency and Customer Experience: How much is too much? by uberVU - social comments http://www.beyondphilosophy.com/customer-experience/transparency-and-customer-experience-how-much-is-too-much/comment-page-1/#comment-1886 uberVU - social comments Thu, 18 Mar 2010 23:26:12 +0000 http://www.beyondphilosophy.com/?p=1161#comment-1886 <strong>Social comments and analytics for this post...</strong> This post was mentioned on Twitter by BeyondP: Transparency and Customer Experience: How much is too much? | Beyond Philosophy http://ow.ly/1nfQ7... Social comments and analytics for this post…

This post was mentioned on Twitter by BeyondP: Transparency and Customer Experience: How much is too much? | Beyond Philosophy http://ow.ly/1nfQ7...

]]> Comment on Do you ever really listen to customer experience feedback? by darren cornish http://www.beyondphilosophy.com/customer-experience/do-you-ever-really-listen-to-customer-experience-feedback/comment-page-1/#comment-1885 darren cornish Thu, 18 Mar 2010 20:31:38 +0000 http://www.beyondphilosophy.com/?p=1175#comment-1885 great provocation. Last week I sat with 1 customer (our of our millions, and tonnes of research) and just listened. Listened hard. In 15 minutes not only did i learn new stuff, did i feel more connected to what customer experience is all about but I also was able to connect so much of what our insight was really telling us - where before i couldnt see wood from the trees. I have felt energised ever since. great provocation. Last week I sat with 1 customer (our of our millions, and tonnes of research) and just listened. Listened hard. In 15 minutes not only did i learn new stuff, did i feel more connected to what customer experience is all about but I also was able to connect so much of what our insight was really telling us – where before i couldnt see wood from the trees. I have felt energised ever since.

]]> Comment on Customer Experience Tips: How to deal with negative feedback in Social Media by John Oswald http://www.beyondphilosophy.com/customer-experience/customer-experience-tips-how-to-deal-with-negative-feedback-in-social-media/comment-page-1/#comment-1884 John Oswald Tue, 16 Mar 2010 13:10:14 +0000 http://www.beyondphilosophy.com/?p=1152#comment-1884 It's a critical area. In the UK there was a pretty spectacular storm in a teacup a few weeks ago at Vodafone UK where a member of staff seemingly hijacked the official Twitter channel. Vodafone, in my view, handled it really well. I wrote about it in more depth on my blog here: <a href="http://www.buzz-tank.com/2010/02/12/vodafone-uk-and-twitter-how-to-get-back-on-track-with-style/." target="_blank">http://www.buzz-tank.com/2010/02/12/vodafone-uk-a...</a> But basically, a good job of rescuing a potentially very damaging situation It's a critical area. In the UK there was a pretty spectacular storm in a teacup a few weeks ago at Vodafone UK where a member of staff seemingly hijacked the official Twitter channel. Vodafone, in my view, handled it really well. I wrote about it in more depth on my blog here: http://www.buzz-tank.com/2010/02/12/vodafone-uk-a... But basically, a good job of rescuing a potentially very damaging situation

]]> Comment on Customer Experience Tips: How to deal with negative feedback in Social Media by uberVU - social comments http://www.beyondphilosophy.com/customer-experience/customer-experience-tips-how-to-deal-with-negative-feedback-in-social-media/comment-page-1/#comment-1883 uberVU - social comments Mon, 15 Mar 2010 23:21:38 +0000 http://www.beyondphilosophy.com/?p=1152#comment-1883 <strong>Social comments and analytics for this post...</strong> This post was mentioned on Twitter by TweetCRM: Customer Experience Tips: How to deal with negative feedback in Social Media http://bit.ly/aHcHJH... Social comments and analytics for this post…

This post was mentioned on Twitter by TweetCRM: Customer Experience Tips: How to deal with negative feedback in Social Media http://bit.ly/aHcHJH...

]]> Comment on Patient Centered Care? Feeling sick… but not valued! by Healthcare Post II: Healthcare’s Emotional Focus in Unexpected Places | Beyond Philosophy http://www.beyondphilosophy.com/customer-analysis/patient-centered-care-feeling-sick%e2%80%a6-but-not-valued/comment-page-1/#comment-1882 Healthcare Post II: Healthcare’s Emotional Focus in Unexpected Places | Beyond Philosophy Mon, 15 Mar 2010 17:04:16 +0000 http://www.beyondphilosophy.com/?p=1147#comment-1882 [...] post by Qaalfa Dibeehi and Kalina Janevska – if you haven’t read their first post, catch it here « Customer Experience Tips: How to deal with negative feedback in Social [...] [...] post by Qaalfa Dibeehi and Kalina Janevska – if you haven’t read their first post, catch it here « Customer Experience Tips: How to deal with negative feedback in Social [...]

]]> Comment on Patient Centered Care? Feeling sick… but not valued! by Melissa http://www.beyondphilosophy.com/customer-analysis/patient-centered-care-feeling-sick%e2%80%a6-but-not-valued/comment-page-1/#comment-1881 Melissa Fri, 12 Mar 2010 17:32:23 +0000 http://www.beyondphilosophy.com/?p=1147#comment-1881 A great story you may want to read and share with other groups promoting better health care, is David Sharman's book, Hip replacement in Kettering General Hospital. It is a great reference for anyone preparing for hip surgery, or any major surgery for that matter. His writing skills allow the reader to get informed in an enjoyable way. <a href="http://bit.ly/cvP1rI" target="_blank">http://bit.ly/cvP1rI</a> A great story you may want to read and share with other groups promoting better health care, is David Sharman's book, Hip replacement in Kettering General Hospital.

It is a great reference for anyone preparing for hip surgery, or any major surgery for that matter. His writing skills allow the reader to get informed in an enjoyable way.
http://bit.ly/cvP1rI

]]> Comment on Institute of Customer Service Annual Conference. by uberVU - social comments http://www.beyondphilosophy.com/events/institute-of-customer-service-annual-conference/comment-page-1/#comment-1879 uberVU - social comments Fri, 05 Mar 2010 06:14:03 +0000 http://beyondphilosophy.com/?p=753#comment-1879 <strong>Social comments and analytics for this post...</strong> This post was mentioned on Twitter by BeyondP: Institute of Customer Service Annual Conference We are able to offer you, a 20% discount on the full conference package. http://ow.ly/MBDp... Social comments and analytics for this post…

This post was mentioned on Twitter by BeyondP: Institute of Customer Service Annual Conference We are able to offer you, a 20% discount on the full conference package. http://ow.ly/MBDp...

]]> Comment on Happy Staff = Happy Customers? Top 100 Companies to work for by uberVU - social comments http://www.beyondphilosophy.com/customer-experience/happy-staff-happy-customers-top-100-companies-to-work-for/comment-page-1/#comment-1878 uberVU - social comments Fri, 26 Feb 2010 16:41:22 +0000 http://www.beyondphilosophy.com/?p=1091#comment-1878 <strong>Social comments and analytics for this post...</strong> This post was mentioned on Twitter by TweetCRM: Happy Staff = Happy Customers? Top 100 Companies to work for http://bit.ly/aDe29q... Social comments and analytics for this post…

This post was mentioned on Twitter by TweetCRM: Happy Staff = Happy Customers? Top 100 Companies to work for http://bit.ly/aDe29q...

]]> Comment on Happy Staff = Happy Customers? Top 100 Companies to work for by Jennifer Berkley http://www.beyondphilosophy.com/customer-experience/happy-staff-happy-customers-top-100-companies-to-work-for/comment-page-1/#comment-1877 Jennifer Berkley Fri, 26 Feb 2010 01:42:41 +0000 http://www.beyondphilosophy.com/?p=1091#comment-1877 Love to see any good 'press' about the intimate connection between employee engagement/satisfaction and customer satisfaction/loyalty...it's impossible to separate the two and unfortunately, a lot of businesses have gotten lazy about employee focus due to the high unemployment rate and the high inventory of potential workers...very short-sighted thinking and we as customers have all suffered from this kind of thinking...keep on spreading the good word! Love to see any good 'press' about the intimate connection between employee engagement/satisfaction and customer satisfaction/loyalty…it's impossible to separate the two and unfortunately, a lot of businesses have gotten lazy about employee focus due to the high unemployment rate and the high inventory of potential workers…very short-sighted thinking and we as customers have all suffered from this kind of thinking…keep on spreading the good word!

]]>