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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HubSpot learned that when it comes to customer success, everything counts in large amounts

HubSpots front lobby

Back in 2005, Bain produced a piece of research that identified the existence of a customer experience delivery gap, where 80% of the companies surveyed believed that they delivered a “superior experience” yet only 8% of customers agreed. Now that research may now be verging on becoming old and, potentially, out of date. But, the idea of a ‘gap’ existing still resonates with many executives and entrepreneurs that I talk to when I conduct workshops and give talks on getting

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Striving for excellence has never been more important – Interview with Tom Peters

Excellence

Today’s interview is with Tom Peters, author of numerous business books (18 in total) and speaker. He is, perhaps, best known for his 1982 seminal book: In Search of Excellence (co-authored with Robert H. Waterman Jr). However, today he joins me to talk about his latest book: The Excellence Dividend: Meeting the Tech Tide with Work That Wows and Jobs That Last, what companies should be focusing on in the face of rapidly evolving technology, why striving for excellence is

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Rid your company of the annual review to boost productivity

This is a guest post from Dan Halston on behalf of Money Crashers. Annual performance reviews are going the way of the dodo bird. Rewind a few years and any respected company was putting their employees through the dreaded paces of the annual review. In lots of companies, it not only includes an assessment from the boss but also inputs from colleagues and the employee. A funny thing has been happening in recent years, though: a handful of companies, including

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Engagement, why do we do what we do and why does it matter to our customers – Interview with Scott Gould

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Today’s interview is with Scott Gould, an engagement advisor, speaker and author of the recent book: The Shape of Engagement: The Art of Building Enduring Connections with Your Customers, Employees and Communities. Scott joins me to talk about his new book, what engagement is and what it isn’t, what most organisations get wrong when it comes to engagment, what we can learn from his book and how we can put it into practice so we can generate more of it

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The two surprising impacts that intelligent voice assistants are having on customer experience

Echo Dot

Over the last few months I’ve been thinking about the emergence and development of intelligent voice assistants and the impact that they are having, and will have, on the overall customer experience. Right now their impact may be limited but, according to Gregg Johnson, CEO of Invoca, voice assistants are set to become mainstream in about 18-24 months driven by increasing consumer acceptance, falling prices and fierce competition. This is particularly true in the US, where he believes that the

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An honest and open discussion about how and why we evolved our approach to customer success – Interview with Eva Klein of Hubspot

Evolve

Today’s interview is with Eva Klein, VP of Customer Success at HubSpot, a technology company that builds sales and marketing software. Eva joins me today for a very open and honest conversation about HubSpot and customer success, their journey, how their approach to customer success has changed, what they have learned along the way and what we can learn from it. This interview follows on from my recent interview – A tool to help us make better decisions and improve

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Simpler service or experience pays

Choice

Over the last few weeks I’ve had the pleasure of speaking at a handful of conferences and in-house workshops, where I have been talking about some of the characteristics of leading companies, particularly those that are customer experience leaders. One of the characteristics I have been talking about is Simplicity. Now, it’s common when thinking about growing your business or developing your customer base to consider offering customers greater choice and more options. However, whilst offering more choice may seem

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