Steven Walden
Director of Customer Experience TeleTech Consulting
21st May 2013
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
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
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
Almost all companies have insight departments that statistically model the drivers and destroyers of consumer behaviour. Yet this...
Blog
11th Apr 2013
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
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
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
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
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
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