RARE Business: People, Performance, Growth, Marketing and Customer Service
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?: [...]
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 Lee Cockerell, who has had a hugely successful career working for Hilton Hotels, Marriott Hotels and Resorts and The Walt Disney Company. Lee now runs his own company to share what he has learned over his career and joins us today to talk about his 2nd and new book: The Customer [...]
I was chatting on the phone earlier today with a contact and we were talking about collaboration, working together, associate agreements, partnerships etc etc etc However, on the back of that I also found myself expressing my frustration with how much some people talk of collaboration and partnerships but then nothing happens. This, for me, [...]
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 [...]
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.
