Blog Posts

Five ways to improve your in-house customer service team

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This is a guest post from Sam Makad. Customer service forms an integral part of any organization. Especially when it comes to customer engagement and retention, the heavy burden of developing connections and satisfying curious or ruffled customers lies on the shoulders of your customer service team. The Importance of Good Customer Service for Retaining Customers By providing top-notch service to your customers, you can boost your retention rate significantly with a direct impact on your company’s bottom line. According

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Taziki’s is closing the disability employment gap and enriching their customer and employee experience at the same time – Interview with Dan Simpson

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Today’s interview is with Dan Simpson, CEO of Taziki’s Mediterranean Café, which is a fast casual chain of franchised restaurants based in Birmingham, Alabama that purveys Greek and Mediterranean cuisine such as gyros, sandwiches, soups, and salads. Dan joins me today to talk about Tazikis and eudaimonia, what it is, how they bring it to life, bringing hope and joy to others and what companies should be doing differently to improve their customer experience. This interview follows on from my

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Care to rate us? Using feedback to improve customer experience

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This is a guest post from Rachel Stones of BuiltforTeams.com Feedback can come in a variety of ways: via product or service reviews, follow up emails and through your chat conversations. Or it can come through more thorough channels such as focus groups or interviews with frequent clients. Whatever way you receive or solicit feedback, what do you do with it? Does the complaint over shipping time get pushed to the side? Or does the feedback over packaging get ignored?

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If you want to improve your B2B customer experience, manage customer distress – Interview with Robert C. Johnson of TeamSupport

Today’s interview is with Robert Johnson, the co-founder and CEO of TeamSupport.com, a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Robert joins me today to talk about the difference between B2B and B2C customer experience, the Customer Distress Index (CDI) and what B2B companies should be doing differently to improve their customer experience. This interview follows on from my recent interview – The Commonwealth of

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Humanising the workplace in the age of automation

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This is a guest post from Tom Goodmanson, CEO, Calabrio The rapid development of new technologies over the last 15 years, including smart phones, social media, the cloud, SaaS, big data, and AI, have led to extraordinary changes in how we conduct business. Using these technologies, businesses have employed a variety of strategies, from new channels for communicating with customers, such as chatbots, to product recommendations, all in the hope of improving the customer journey and building brand loyalty. However,

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The Commonwealth of Self Interest and customer engagement – Interview with Paul Greenberg

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Today’s interview is with Paul Greenberg, best-selling author and founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategic services. He is often called the “Godfather of CRM” and joins us today to talk about his new book: The Commonwealth of Self Interest: Business Success Through Customer Engagement, what engagement really is, the challenge and what we should be doing to improve how we serve our customers. This interview follows on from my recent

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Punk CX says ‘Great at a few or average at a lot’

Evidently John Cooper Clarke

I believe that the customer experience (CX) space is becoming like prog rock in the 1970s……. overly technical, too elaborate and complicated, inwardly focused, a little exclusive and in danger of disappearing up it’s own a***. Punk rock exploded out of the back of prog rock in 1970s with it’s democratic, DIY, back to basics and all heart and energy approach that inspired both a cultural and musical movement and a mindset. It dared to be different and was OK

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Given the choice 75 percent of customers would prefer to use messaging channels for service – Interview with Joshua March of Conversocial

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Today’s interview is with Joshua March, Founder and Board Director of Conversocial, a digital care platform for social messaging, and also author of Message Me, a book about the future of customer service in the era of social messaging and artificial intelligence. Joshua joins me today to talk about some recent research that Conversocial just released, the overall state of digital customer care, what the future of messaging and customer care looks like and what we should be doing about

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How objectivity about new technology is key to delivering a leading customer experience

Perception

At the beginning of May NICE inContact released its second annual, global research study that investigated the changing attitudes of contact center leaders and customers regarding customer experience. The report called the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark, surveyed more than 900 contact center decision makers in the US, UK, and Australia. Like many other studies that have gone before it, the NICE inContact study highlighted the existence of a perception gap between how businesses think they are doing

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Oh, there’s now a new book out of the same name. It’s mine too. Again, you might not like it. It’s like a very visual punch in the face for the CX industry.

Punk CX cover

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