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Steven Walden
Steve walden
Member Since: 13th Sep 2006
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Steven Walden
Director of Customer Experience TeleTech Consulting
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21st May 2013

Even a Shoelace Says Something About the Consumer

A few months ago, I found myself buying a pair of shoelaces online. When I say ‘found myself’, I literally suddenly became aware of what I...
Blog
15th May 2013

Output NPS /CSAT is not the same as Input NPS/CSAT for ROI construction

NPS/CSAT attitudinal measures (I use the terms interchangeably) are all very well but companies make a fatal error when they confuse Output...
Blog
2nd May 2013

The Innovative Firm

In many of my blogs I have emphasised how current business practices are almost being designed to crush innovation. There is in short a...
Blog
26th Apr 2013

Future Desire Not Just Current Demand Drives Consumer Behaviour

Almost all companies have insight departments that statistically model the drivers and destroyers of consumer behaviour. Yet this...
Blog
11th Apr 2013

A Sentiment Analysis of Sentiment Analysis – some gobbledygook, some bright spots and a nice looking dashboard

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...
Blog
6th Mar 2013

How to Measure Customer Emotions: Introducing Beyond Philosophy’s Paper on Emotional Signature®

Emotions play a huge role in our personal lives, yet as business managers we often turn a blind eye to the importance emotions have in...
Blog
29th Jan 2013

My Customer Experience New Year’s Resolution: Get a Social Media Strategy

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...
Blog
11th Dec 2012

What Firm’s can learn from Freestyle Rapping and Jazz Improvisation

In a TED talk ( www.ted.com/talks/charles_limb_your_brain_on_improv.html ) surgeon Charles Limb described how he used an fMRI scanner to...
Blog
26th Nov 2012

Customer Experience Power Maps: understanding what your employees really think of the Customer Experience

One of the most difficult issues to get to grips with in Customer Experience is employee culture. Yet without gaining an understanding of...
Blog
21st Nov 2012

What’s your companies Emotion Score? Introducing Net Emotional Value (NEV) and its relationship to NPS and CSAT

Over the past 7 years of analysing emotions, Beyond Philosophy has built up a wealth of experience on how to measure emotions and how to...
Blog
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