Creating a customer obsessed culture and going from NPS -4 to +80 – Interview with Amy Downs of Lifesize

Obsessed

Today’s interview is with Amy Downs, the Chief Happiness and Customer Success Officer of Lifesize, a provider of enterprise & business-class video, audio, & web conferencing solutions, software, equipment & support. Amy joins me today to talk about customer obsession, Lifesize’s transformation and what it takes to turn an Net Promoter score (NPS) of – 4 into a score of +80 in roughly 730 days. This interview follows on from my recent interview – Non-obvious trends and what they mean

Continue Reading

Would NPS be better if its scale only had three numbers?

#175277918 / gettyimages.com A question I have been asking myself recently is: Would Net Promoter Score (NPS) be better if it’s scale only had three numbers? Now, before I get accused of heresy, let me say up front that I am a fan of the Net Promoter Score (NPS) system’s central question: “How likely are you to recommend [our product or service] to your colleagues, friends or family?” In fact, I think it is a useful and valuable question the

Continue Reading

How NPS Correlates to Long-Term Revenue Growth

It’s been 10 years since Fred Reichheld first introduced Net Promoter Score (NPS) in his Harvard Business Review article “The One Number You Need to Grow.” Since then, thousands of companies have implemented NPS, including industry leaders like Apple, Intuit, Facebook, Southwest Airlines, and American Express. Now, with a ton of industry momentum, has NPS proven out Reichheld’s original title? Has the system shown that it can propel meaningful revenue growth? In his latest book, The Ultimate Question 2.0, Reichheld

Continue Reading

Beyond the Familiar – Long-Term Growth, Customer Focus, NPS and other reflections: Interview with Professor Patrick Barwise

This is the 9th interview of this year and I think you are in for a treat. Today’s interview is with Professor Patrick Barwise of London Business School about his new book, Beyond the Familiar. Now, this is quite a long interview….a shade over an hour. I did contemplate cutting it into sections but there is such a lot of great stuff in there that I couldn’t bring myself to do that. So, forgive me for the length of the

Continue Reading

The finish is just as important as the start of any experience – Interview with Pauline Wilson of Virgin Holidays

barbados

Today’s interview is with Pauline Wilson, who is VP of Operations at Virgin Holidays. Pauline joins me today to talk about going undercover, better understanding their customers, their customer journey mapping initiative and the improvements that have sprung from that. This interview follows on from my recent interview – Relevance, personalization and what many firms are missing when it comes to GDPR – Interview with Rob Walker of Pega – and is number 271 in the series of interviews with

Continue Reading

Getting help is often fraught with friction. It shouldn’t be – Interview with Tom Martin of Glance Networks

Today’s interview is with Tom Martin, CEO of Glance Networks, an enterprise software company that provides a “visual engagement platform” for their clients that combines co-browse, agent video and screen share into a tool for contact centre and customer support agents that helps them interact with their customers. Tom joins me today to talk about the challenge of providing tech support to your parents over the phone, how their technology works, use cases and why they chose to ask Forrester

Continue Reading

Digital transformation and the pursuit of customer centricity: Lessons from the frontline – Interview with Martijn Gribnau of Genworth Financial

Martijn's orange jacket

Today’s interview is with Martijn Gribnau, Chief Transformation Officer, at Genworth Financial, an S&P 400 insurance company that is focused on providing long term care insurance, life insurance, annuity retirement solutions and more. I spoke to Martijn at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about digital transformation, the pursuit of simplicity, customer centricity and leadership behaviour. This is the first of three interviews that I conducted at Pegaworld (like last year) so look

Continue Reading

In customer experience, boring is the new cool

Boring

This is a guest post from Oisin Lunny, Chief Evangelist, OpenMarket, and follows on from a discussion that Oisin and I had about the annual tech prediction cycle. This is #BoringIsCool article No. 2. No. 1 is here. Customer Experience in 2018 is all about the latest new tech baubles, right? Sure, if you want to forget about your actual customers. CX conferences are full of the latest variations on isolated themes within the customer journey, and companies’ quarterly forecasts

Continue Reading

Thrive through busy times by studying your support history

study history

“In history, a great volume is unrolled for our instruction, drawing the materials of future wisdom from the past errors and infirmities of mankind.” – Edmund Burke, Irish writer, politician, journalist and philosopher “Those who cannot remember the past are condemned to repeat it.” – George Santayana, Spanish philosopher and novelist Are you a fan of history? If you work in customer service or support, then I believe you should be. I don’t mean the sort of history that involves

Continue Reading

Site Footer