Blog Posts

Five ways to creatively enhance the customer experience

Five

This is a guest post from Jonathan Furman, the founder of Furman Transformation, a management consulting firm. So, you met your sales target this year? Great! But, what’s the guarantee that you’re going to achieve it next year as well? Well, there are no guarantees as such. But, there are tried and tested methods that deliver results most of the time. One of those methods involves creating positive customer experiences. Now, a positive customer experience may not bring in new

Continue Reading

Great service and why Basecamp only focuses on a couple of channels – Interview with Chase Clemons

Choice

Today’s interview is with Chase Clemons, a customer support team lead at Basecamp, a provider of project management and team communication software. We talk about Basecamp’s CEO Jason Fried assuming personal responsibility for all customer refunds, what that means in practice, what it’s like to work at Basecamp, what customer service means for them, particularly when they have approx 50 people in 30 different cities around the world and how they deliver great service to their clients. This interview follows

Continue Reading

The importance of customer retention — An empirical study

This is a guest post from Josh Chapman, a financial modelling expert, based in New York City. As a startup founder or entrepreneur, you’re hyper focused on growth. This growth typically leads to the following results (in order): 1) more customers, 2) more revenue, 3) more employees…and repeat. Yet often times, founders approach customer growth at almost any cost. Founders and Venture Capitalists alike tend to accept a high monthly burn as long as new customer acquisition is making healthy

Continue Reading

The most successful companies start by improving one customer journey at a time – Interview with Don Schuerman

One at a time

Today’s interview is with Don Schuerman, CTO and Vice President of Product Marketing at Pegasystems. I had a chance to sit down and chat with Don when I met up with him at Pegaworld earlier this month. We talk about what companies, in the midst of the customer experience maelstrom, should be doing more of and what they should be doing less of, the balance of the human touch and technology in customer experience as well as the emerging ethical

Continue Reading

Learn from brands using behavioral science when designing your B2B UX

UX

This is a guest post from Matt Brown, senior director of digital marketing at Walker Sands Digital, a digital marketing services agency that is part of the award-winning B2B tech PR agency, Walker Sands Communications. How are brands using behavioral science when designing UX? Behavioral science is at the forefront of every market-leading brand today. Be it Uber with constant goal reminders for the company’s drivers, Netflix with its endless queue, or Whole Foods’ placement of fresh produce and flowers

Continue Reading

Purpose and why it is important to employees and customers – Interview with Stan Phelps

Purpose

Today’s interview is with Stan Phelps, Founder of Purple Goldfish, a think tank of customer experience and employee engagement experts. Stan joins me today to talk about his new book: Red Goldfish: Motivating Sales and Loyalty Through Shared Passion and Purpose that he has co-authored with Graeme Newell. We talk about the book, why purpose matters to both customers and employees and also a number of ways that businesses are embracing purpose and what impact it is having. This interview

Continue Reading

Harnessing Your Data to Improve Customer Experience

kiteboarding harness

Here’s a recent talk that I recently gave at Whitehall Media’s Big Data Analytics conference in Amsterdam called ‘Harnessing Your Data to Improve Customer Experience’. Here’s some highlights from the talk: Most companies are competing on CX, Companies with a leading CX: Out-perform the market by 40%, Grow faster and are more profitable, Are 80% more likely to retain customers, and Benefit from much higher customer spending (up to 140% higher) because of their investments in CX. The possibilities of

Continue Reading

Trust, lean data and the rising importance of purpose as a customer preference – Interview with Jascha Kaykas-Wolff

Purpose

Today’s interview is with Jascha Kaykas-Wolff, who is the Chief Marketing Officer at Mozilla, non-profit organization that fights to keep the Internet a global public resource, open and accessible to all and is most famously known for being the maker of the Firefox browser. I caught up with Jascha at the recent Collision conference in New Orleans and we had a chat about all sorts of things including customer experience, engagement, trust and emotion. This interview follows on from my

Continue Reading

Five customer experience insights from T-Mobile, Patagonia, Mozilla, WeTransfer and Work & Co

five hand

I was lucky enough to attend Collision, a tech and start up conference in New Orleans just over a week ago. Now, a pure tech and start up conference is not usually my thing so whilst there were all sorts of fascinating start-ups, interesting applications of technology and enthusiastic entrepreneurs, it was the speakers and the talks that really stood out for me. With that in mind and viewing the conference through a customer experience lens, here’s a few highlights:

Continue Reading

Site Footer