RARE Business: People, Performance, Growth, Marketing and Customer Service
Today’s interview is with Mark Bower, co-founder and CTO of CubeSocial, who are developing and have launched some cool products in the social CRM and customer engagement space, particularly for professional service firms. This interview follows on the back of last week’s interview: Employee engagement is a commitment not a campaign – Interview with Stan [...]
Today’s interview is with Stan Phelps an “experience architect”, author, professor and popular keynote speaker. Hat tip for the idea for this interview goes to James Lawther who recently hosted a guest post (5 Easy Ways to Increase Employee Engagement) from Stan on his blog. Stan recently published a new book: What’s Your Green Goldfish?: [...]
Today’s interview is with Jessica Hagy, who is widely known for her award winning blog: Indexed (I’ve been a subscriber for years!). Recently, she wrote an article for Forbes magazine on How To Be More Interesting (In 10 Simple Steps). That article was incredibly popular. So much so that she has turned it into a [...]
Research released earlier this year by Sabio and the Customer Contact Association showed that anywhere between 25% and 40% of the calls that are being handled by UK contact centers are unnecessary or avoidable. According to the research, the most common causes of these calls were: Customers chasing information about deliveries, how to apply for [...]
UNDERSTAND TODAY’S CUSTOMER Today’s customers are more empowered than ever—and they’re shaping the success or failure of companies everywhere. With social media and smartphones in nearly everyone’s hands, all it takes is one customer, one complaint, one good or bad experience to influence a company’s reputation. The voice of one individual has the power to [...]
This is a guest post from Megan Webb-Morgan who writes about business communications and sales for a variety of business blogs across the web, including Resource Nation, B2B lead generation resource. The attitude your sales team takes towards customer experience can have significant impacts on your sales, revenue, and long-term customer value. Customer experience encompasses [...]
Wherever I turn these days, I hear and read mentions of social customer service – the provision of customer service by social media channels – and how it’s great and will transform the delivery of customer service in organisations. Maybe. But, is there a bigger thing at play here? Is it that we, in business, [...]
Today’s interview is with Phil Barden, MD of decode marketing ltd and author of ‘Decoded. The Science Behind Why We Buy’ and follows on from my recent interview: Employee engagement inside one of the UK’s best companies to work for – Interview with Keith Lewis of Matchtech This interview makes up number fifty in the [...]
Recently, I’ve spotted a couple of stories about complaints that made me think: Complainers ‘finding their voice’ Gas and electricity firms’ 15,000 daily complaints Some firms feel like the number of complaints that they are receiving is going up whilst some feel that it is going down. At the same time, many firms are working [...]
Today’s interview is with Will Beckett of Hawksmoor, a rapidly growing restaurant brand in London, and follows on from my recent interview: Customer service, people and how caring does scale – Interview with Gary Vaynerchuk #1aDayQandA It was when they ranked No. 36 in the Sunday Times’ 100 Best Small Companies to work for in [...]
Huge fan of organisations that do great things for their customers. Helper to others via consulting, writing, speaking, and training that want to achieve their own level of greatness. Former teacher, economist, manager of businesses and leader of teams. Lover of simplicity and advocate of the human touch with a bit of really useful technology thrown in. Click here to find out more.
