Not dealing with failure demand is hurting your customer experience

mistake

In my 2016 How To Wow book I quoted research by Sabio and the Customer Contact Association, released in 2012, that found that between 25% and 40% of all calls to UK contact centers are either unnecessary or avoidable. According to that research, the most common causes of those calls included: customers chasing information about deliveries or updates on what was due to happen next in the purchase cycle; customers calling to clarify issues regarding pricing or terms and conditions;

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Are you willing to delight the specific? – Interview with Seth Godin about his new book: This Is Marketing

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Today’s interview is with Seth Godin, best selling author, teacher and sometime entrepreneur. Seth joins us today to talk about his new book: This Is Marketing: You Can’t Be Seen Until You Learn to See and we discuss the book’s main thesis, the challenge for marketers, what we need to learn, why it might be hard, why it matters and how we start to apply all of this in our businesses and our work. This interview follows on from my

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Should you be considering the use of blockchain to power your customer loyalty program?

blockchain

Distributed ledger technology, commonly known as blockchain, is a technology that has received a lot of attention in the last few months, particularly as the underlying technology powering crypto-currencies like Bitcoin. However, outside of crypto-currencies many entrepreneurs, large organizations, governments and technologists are exploring other applications of blockchain technology including everything from digital voting to the recording and protection of both formal and informal property holdings. Given the broad range of possible applications of this technology, I’ve recently been wondering

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Why B2B sales people need to be concerned about customer experience – Interview with Will Barron

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Today’s interview is with Will Barron, host of the very popular Salesman Podcast at Salesman.org. But, for a change, this is Will interviewing me for his podcast. I thought we spoke about a lot of good stuff, it was fun and Will is great interviewer. So, as a result, I thought it was worth republishing the interview here as part of my own interview series. Do check it out as Will and I talk about customer service and customer experience,

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How the emerging workforce ecosystem will impact customer experience

Network

Back in April, I talked to Anthony Abbatiello, principal at Deloitte Consulting LLP, about Deloitte’s 2018 Global Human Capital Trends Report, some of the workplace trends that have emerged from their research and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience. Now, whilst the report highlighted ten different trends, one of the most interesting ones was the emergence of the trend called The workforce ecosystem: Managing beyond

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Greatness lies in the edges of customer experience

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It’s becoming an increasingly familiar occurrence these days for businesses, like healthcare practitioners, utility and telecoms providers, that rely on appointments with ‘customers’ for them to send out reminders, either via text message, email or by phone call, in the run up to the appointment. There is sound logic in taking this approach as not only does it provide a perceived better level of ‘service’, there is a rule of thumb in these industries that around 10% of all appointments

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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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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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A tool to help us make better decisions and improve business, customer and employee outcomes – Interview with Matt Watkinson

Grid

Today’s interview is with Matt Watkinson, consultant and award winning author of The Ten Principles Behind Great Customer Experiences. Matt joins me today to talk about his new book: The Grid: The Decision-making Tool for Every Business (Including Yours), why he wrote it, what problem it solves and what we can learn from it. This interview follows on from my recent interview – The role of voice in the future of customer experience – Interview with Gregg Johnson – and

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