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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How to make your people SUPERENGAGED – Interview with Nikki Gatenby

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Today’s interview is with Nikki Gatenby, MD of Propellernet, a multi-award winning Brighton-based digital marketing agency that operates globally and the author a new book: Superengaged: How to transform business performance by putting people and purpose first. She joins us today to talk about the new book and what they have done at Propellernet to produce some astounding commercial and engagement numbers. This interview follows on from my recent interview – Design is how we treat each other – Interview

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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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A new model of business and leadership is needed: Lessons from one of the UK’s best companies to work for – Interview with Jason Stockwood

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Today’s interview is with Jason Stockwood, Group CEO of Simply Business, the UK’s leading B2B insurance broker and among the Tech Track 100 of the nation’s fastest-growing tech companies. He has also just published a new book: Reboot: A Blueprint for Happy, Human Business in the Digital Age, which aims to counter much of the news that predicts the massively negative effect that Artificial Intelligence and automation will have on jobs and shows how any organisation can think freshly and

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How to go from 800 to 5000 employees in 3 years and still deliver beautiful customer experiences

Voxpro

As more and more parts of the customer journey are digitized and automated, the role of front-line customer service staff is evolving. Through the use of clever technology they are seeing much of the mundane and repetitive parts of their jobs eliminated. This is allowing them to spend extra time on solving more complex customer issues as well as developing deeper emotional connections with customers. Given the changing nature of front-line customer service roles many companies are starting to question

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How the emerging workforce ecosystem will impact customer experience

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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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The potholes of scaling customer support and service – Interview with Michael Redbord of HubSpot

Today’s interview is with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology company that builds sales and marketing software. Michael joins me today to talk about scaling a customer support/service team, the different stages that leaders need to be aware of, what to focus on at each stage and what to avoid. This interview follows on from my recent interview – Lidl, disrupting the UK market and striving for simplicity – Interview with Ronny Gottschlich –

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Blitzscaling and delivering customer support for Airbnb, Nest, Google & SuperCell – Interview with Brian Hannon of Voxpro

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Today’s interview is with Brian Hannon, the chief commercial officer at Voxpro – powered by TELUS International, a global and award winning customer experience outsourcer. Brian joins me today to talk about their approach, their clients partners (ahem!) and what they have learned from each other as they have grown together. This interview follows on from my recent interview – Global human capital trends and the rise of the social enterprise – Interview with Anthony Abbatiello of Deloitte – and

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HubSpot learned that when it comes to customer success, everything counts in large amounts

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Back in 2005, Bain produced a piece of research that identified the existence of a customer experience delivery gap, where 80% of the companies surveyed believed that they delivered a “superior experience” yet only 8% of customers agreed. Now that research may now be verging on becoming old and, potentially, out of date. But, the idea of a ‘gap’ existing still resonates with many executives and entrepreneurs that I talk to when I conduct workshops and give talks on getting

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