Behavioural insights and what is really going on in the minds of your customers – Interview with Dr. Simon Moore of Innovationbubble

Today’s interview is with Dr. Simon Moore (BSc, PhD, CPsychol), a Chartered business and consumer psychologist who specialises in uncovering emotional and personality influences on behaviour. He is also Management Director of Innovationbubble, a new type of insights agency that, using psychological insights and methodologies, investigates the real reasons that customers behave the way that […]

Many brands are losing touch with crucial ‘moments of truth’ – Interview with PV Kannan of [24]7

Today’s interview is with PV Kannan, the co-founder and CEO of [24]7, a customer engagement platform which assists several hundred million visitors across all channels, and engages in 1.5 billion conversations annually, most of which are automated. PV joins me today to talk about [24]7, what they are up to, utilising AI and intelligent assistants […]

What does customer engagement really mean?

We’re now firmly in the last quarter of the year and many firms will be busy thinking about strategy and budgets for next year. Amongst all of the planning and strategy making, how to improve customer service, customer engagement and customer experience are likely to be playing a large part in many of the discussions. […]

How TV helped create an engaging and effective millenial shopping experience – Interview with Anthony Soohoo of Dot & Bo

Today’s interview is with Anthony Soohoo, Co-Founder & CEO of Dot & Bo, a curated and thematic home design and furniture shopping experience that is particularly targeted at millennials. Anthony joins me today to talk about what customer service means to Dot & Bo, why millennials, what they have learned from their experience and what […]

Millennials and how they engage with insurance companies – Interview with Dr Paul Redmond

Today’s interview is with Dr. Paul Redmond who is a leading expert on generations and the graduate labour market. Dr. Redmond joins me today to talk about a report that was recently released by Capgemini and Pegasyatems that looks at how UK millennials are engaging with insurance companies, how important social media is in that […]

Customer service done different and fast reinvention of a faceless product category – Interview with Craig Dubitsky of hello

Today’s interview is with Craig Dubitsky, the founder and CEO of hello products. They first came to my attention when I heard that Craig has his Skype address on the homepage of their website as a way of encouraging their customers to get in touch. I was even more intrigued when I found out they […]

Content marketing and relationships with customers – what can we learn from dating?

The other day a friend of mine made me aware of the video below. It’s quite funny, very much ‘tongue in cheek’ and worth a watch. In short, it compares how using good content marketing techniques can help blokes be more successful when chatting up girls. If you can’t see the video follow this link […]

It Is A Mistake To Delegate The Responsibility Of Connecting With Your End Consumers To Someone Else

I’ve been away on holiday for a few days and have just returned. Whilst I get back up to ‘speed’, I’m posting this piece that originally appeared on my Forbes.com column a couple of weeks ago as a follow to one of my recent interviews. I hope you enjoy it!   I recently had the […]

Leading A Renaissance in English Whisky – Interview with Andrew Nelstrop

Today’s interview is with Andrew Nelstrop, the Managing Director of English Whisky, who are the 1st registered whisky distillery in England in over a century. He shares some insights into his experience over the last 7 years and their plans for the future. This interview follows on from my recent interview: Delivering Effective Social Customer […]