RARE Business: People, Performance, Growth, Marketing and Customer Service
Today’s interview is with Fabio Torlini, VP of Marketing, International with Rackspace, the open cloud company, who are famous for delivering Fanatical Support to their customers. It was when they ranked No. 7 in the Sunday Times’ 100 Best Companies to work for in 2013 that I decided I’d like to find out more about [...]
I came to a revelation the other day after interviewing a customer service trainer about best practices for conducting mock calls. He had just described the various personas he uses to test new agents – Ivan the Irate, Annoyed Angie, Inpatient Irene and so on – when I noticed a common thread among all of [...]
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 [...]
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 [...]
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 [...]
Recently, I was listening to an interview with Jeff Bezos, CEO of Amazon, on HBR’s Ideacast series (you can listen to the interview here: Jeff Bezos on Leading for the Long-Term at Amazon) Whilst the whole conversation was only 10 minutes long there a section, in particular, that stood out for me. Here it is, [...]
Sometimes I read things and I just want to scream! Recently, I was browsing some of my regular reading sources when I came across this: New Study Finds that Emotion is at the Heart of Effective Customer Service – Interpersonal Skills of Employees Make or Break the Customer Experience Here’s a quote from the report [...]
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.
