57 Insights from leading brands and experts on what it takes to deliver a Wow customer experience: Part 2

Wow pt2

This is the second part of the article: 57 Insights from leading brands and experts on what it takes to deliver a Wow customer experience. As mentioned in Part 1, over the course of the last 18 months and since How to Wow came out I’ve being interviewing a range of leaders, entrepreneurs, authors, thinkers and academics about what it takes to deliver better outcomes for their customers and their people. Moreover, towards the end of each of these interviews

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The uniqueness in everyone is the largest asset you have in customer experience – Interview with Sam Johnson of Jamf

uniqueness

Today’s interview is with Sam Johnson, VP of customer experience at Jamf, a provider of software for enterprises and smaller businesses that helps them manage their Apple devices. Sam joins me today to talk about the idea that despite the fact that Jamf is a ‘tech’ focused company, most of the people that they hire don’t have tech backgrounds, why they taken that approach, how it came about, what the benefits have been and what others can learn from it.

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Online reviews have significant ROI with customers and prospects

This is a guest post from Adam Beeson, director of communications, G2 Crowd. Online reviews matter, a lot. A 2016 Local Consumer Review Survey from SEO and citation building service BrightLocal found that 84 percent of people trust online reviews as much as personal recommendations. In one year, that number jumped up by four points. With so many potential and current customers seeking information about your product or your company’s strengths and weaknesses, it is important to know how to

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What a BBC Radio sports programme taught me about customer surveys

Radio 5 Live

Recently on my own blog I wrote a piece called: Is 2% OK with you? Five ways to dramatically improve your customer feedback survey response rates. In the article, I advocated for companies to do five things when asking their customers for feedback. Here is a summary of the five things: 1. Make it relevant – too many surveys ask too many questions that are irrelevant to the customer and their experience. Eliminate these questions and focus on the customer’s

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The meaning of personalised customer experience – Interview with Jamf, Paycor and Qumulo

Today’s interview is a little different and is the first time that we have tried to conduct a roundtable style interview on the podcast. My guests today are: Sam Johnson, VP of customer service at Jamf, a provider of software for enterprises and smaller businesses that helps them manage their Apple devices, Mark Wilson, Senior director of customer transformation at Paycor, a provider of recruiting, human resources, and payroll solutions through an integrated, cloud-based platform, and Chris Lisica, Director of

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What do the Bee Gees, words, a train company and customer experience have in common?

Bee_Gees_1992

The Bee Gees once sang “It’s only words, and words are all I have to take your heart away”. The sentiment in the Bee Gees words offer a lesson to companies wanting to improve their customer experience. The reason being is that the words that we choose to write to our customers are probably one of the most important elements that define the experience that our customers have with us. However, many businesses tend to ignore them, the extent of

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Customer service and moving from the enterprise to the flexiprise – Interview with Keith Leimbach

Work at home

Today’s interview is with Keith Leimbach, CEO of Liveops, a leading virtual contact center solutions company for the financial, health care, insurance and retail industries. Keith joins me today to talk about the human and tech balance in customer experience, striking the right balance and maintaining quality standards when you are managing a network of 20,000 virtual agents. This interview follows on from my recent interview – Understanding a customers context is the key to self-service success – Interview with

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Is 2% OK with you? Five ways to dramatically improve your customer feedback survey response rates

Five

Asking customers for feedback is an essential part of the improvement process for any business and, I’m pleased to say that, many companies now do ask their customers for feedback whether it is using methods like customer satisfaction surveys, Net Promoter Score (NPS) or Customer Effort Score (CES). But, many of them, despite working hard to deliver great service and build up trust with their customers, undo a lot of their great work through the way that they go about

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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 and was originally published on Toptal. 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

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