Beyond Philosophy

FEBRUARY 16, 2015

I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA). How does WOM/ROI vary by business category? How does WOM/ROI vary by business category?

B2C 159

B2C B2B Sales Customer Experience 159

Confirmit

JANUARY 27, 2020

I was delighted to be invited by Confirmit to a dinner held at the superb Kerridge’s Bar & Grill, together with a number of insight agency leaders. The aim of the evening, apart from having an extremely enjoyable time, was to discuss the future of the customer insight industry. This is available on Amazon! )

Social Media 52

Social Media AI Non-Profits Artificial Intelligence 52

Intercom, Inc.

MARCH 11, 2021

From his background in software development and project management, Farhan learned how a data-driven approach is key when it comes to scaling your business – but for this to be effective, you need to keep your customer at the heart of everything you do. I was a project manager, but I was doing so many different things.

B2C 118

B2C B2B Social Media Start-ups 118

Intercom

MARCH 9, 2023

To give you a little more insight, we’ve invited a couple of bigwigs in the startup scene to weigh in. Short on time? Still, over time, they’ll become cheaper and more ubiquitous, allowing for more experimentation and discovery. The rise of ChatGPT Krystal Hu: Thank you so much for everyone taking the time to join.

Customer Service 64

Customer Service AI Machine Learning Technology 64

Qualtrics

JANUARY 29, 2019

On working in a 24/7 customer experience industry: the only category where the customer lives with the brand 24/7/365. Senior living is the only category where the customer lives with the brand 24/7/365. is our key metric, I recognize that this is not right for every brand and category. It definitely has some unique challenges.

Net Promoter Score 31

Net Promoter Score NPS CX Healthcare 31

C3Centricity

JULY 20, 2020

” Over almost a decade of blog posting, I have written many other articles which include my solutions to failing in countless areas of marketing. I, therefore, thought it would be useful to share four of the most popular ones here in a single post (Links to original full-length posts in titles). Smith, American Businessman.

Innovation 77

Innovation Start-ups Actionable Insights Retail 77

Intercom, Inc.

JULY 9, 2020

When taken in the context of his ‘coming of age’ alongside SEO it’s little wonder that his insights on the topic are worth hearing. If you’re short on time, here’s some quick takeaways. We hear about his time at Atlassian before G2 and the differences in approach to SEO at both companies.

Engineering 199

Engineering Start-ups E-commerce B2C 199