Blog Posts

The potholes of scaling customer support and service – Interview with Michael Redbord of HubSpot

Today’s interview is with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology company that builds sales and marketing software. Michael joins me today to talk about scaling a customer support/service team, the different stages that leaders need to be aware of, what to focus on at each stage and what to avoid. This interview follows on from my recent interview – Lidl, disrupting the UK market and striving for simplicity – Interview with Ronny Gottschlich –

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Why mobile support is important for B2B companies

Support

This is a guest post by Robert C. Johnson, CEO of TeamSupport. Let’s hop into the shoes of a business executive for a second. It’s 3AM and you’re fast asleep in bed, when suddenly your mobile phone rings. You roll over and answer only to find out a member from your overnight team needs you to forward them an email. After hanging up, you deliberate how to get this employee the information they need. You could brave those cold wooden

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Lidl, disrupting the UK market and striving for simplicity – Interview with Ronny Gottschlich

Lidl

Today’s interview is with Ronny Gottschlich, the CEO and Founder of Heunadel Retail Advisory and former Managing Director of Lidl UK. Ronny joins me today to talk about disrupting the UK supermarket sector, Lidl’s approach to being able to achieve that and the role and value of simplicity in everything they do. This interview follows on from my recent interview – Blitzscaling and delivering customer support for Airbnb, Nest, Google & SuperCell – Interview with Brian Hannon of Voxpro –

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We all want to be ‘world-class’ but what does that mean and what role does speed and efficiency play?

Customer experience

I often get asked ‘what does world-class service mean?’ To answer the question, I tell people that I think it is helpful to break the question down into two parts. First, I say it’s useful to consider the idea of being ‘world class’ and what that means in the context of the rapidly changing product, service, technology and customer behaviour landscape we live in. Reflecting on that, I believe that ‘world-class’ is not, and cannot be, a destination. It is

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Blitzscaling and delivering customer support for Airbnb, Nest, Google & SuperCell – Interview with Brian Hannon of Voxpro

Growth

Today’s interview is with Brian Hannon, the chief commercial officer at Voxpro – powered by TELUS International, a global and award winning customer experience outsourcer. Brian joins me today to talk about their approach, their clients partners (ahem!) and what they have learned from each other as they have grown together. This interview follows on from my recent interview – Global human capital trends and the rise of the social enterprise – Interview with Anthony Abbatiello of Deloitte – and

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Zendesk’s new AI-powered knowledge management product looks set to power their next stage of growth

Zendesk Reception

At the beginning of April, Zendesk announced that they had just hit an annualized run rate of $500 million. Now, whilst it took took them seven years to reach $100 million in revenue, it has only taken them four years to reach the $500 million annualized milestone. That rate of growth puts them firmly in the category of being one of the fastest, if not the fastest, growing dedicated customer experience platforms on the market right now. Adrian McDermott, President

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Global human capital trends and the rise of the social enterprise – Interview with Anthony Abbatiello of Deloitte

Trends

Today’s interview is with Anthony Abbatiello, principal, Deloitte Consulting LLP and the Human Capital practice’s Digital leader. He joins me today to talk about Deloitte’s newly released annual Global Human Capital Trends Report (2018), some of the trends that emerged from the report and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience. This interview follows on from my recent interview – You don’t need more than 3

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New research: Senior in-fighting undermines engagement and it’s the CEO’s fault

London_Business_School_facade

In December, London Business School released a new piece of research: their 2017 Business Leaders Survey. The surveyed asked 1,248 individuals in senior positions from varying sizes of organizations across 12 sectors and 98 countries for their perspective on what are the major leadership and development challenges facing their organizations. The research found that the 5 biggest challenges facing leaders and their organizations today are employee engagement, effective strategy execution, talent management, siloed working practices  and how to encourage better

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You don’t need more than 3 or 4 quality data points to deliver a personalised customer experience – Interview with Jebbit

Less Is More

Today’s interview is with Jonathan Lacoste (co-founder and President) and Ben Cockerell (VP of Marketing) at Jebbit, the creator of the world’s first declared data platform. Jebbit are focused on doing two things: One, giving customers back control of the data that they share around their motivations, interests and buying intentions and, two, helping brands connect with these customers through the creation of visually appealing, mobile content experiences. Jonathan and Ben join me today to talk about the main challenges

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