Marrying self organising teams and customer obsession – Interview with Andrew Lawson

Handshake

Today’s interview is with Andrew Lawson, Chief Product Officer of Zopa.com, a UK online personal finance peer-to-peer lending company founded in 2005. Andrew joins me today to talk about customer service, customer obsession, what it means to them and the shift to self-organising teams that they have recently undertaken. This interview follows on from my recent interview – Customer service and moving from the enterprise to the flexiprise – Interview with Keith Leimbach – and is number 230 in the

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Understanding a customers context is the key to self-service success – Interview with Bill Colleran

Context

Today’s interview is with William (Bill) Colleran, President and Chief Executive Officer of AnswerDash, a predictive and artificial intelligence (AI) powered Q&A Saas platform that facilitates customer service for e-commerce businesses thereby reducing support costs and revealing customer needs. Bill joins me today to talk about self-service, context, why static FAQs are not enough and what firms should be doing to improve their customer service using self-service tools. This interview follows on from my recent interview – Big data and

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Big data and technology is undermining our ability to develop our own hunches – Interview with Bernadette Jiwa

Hunch

Today’s interview is with Bernadette Jiwa, Founder of The Story of Telling and a recognised global authority on the role of story in business, innovation and marketing and the author of five best-selling books on marketing and brand storytelling. Bernadette joins me today to talk about her new book: Hunch: Turn Your Everyday Insights into the Next Big Thing, big data, decision making, where hunches come from and how we can develop our own hunches. This interview follows on from

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How to rapidly scale and still maintain the highest customer service standards – Interview with Ed Ariel

Thanks to xenlab for the image (https://www.flickr.com/photos/49502997010@N01/1339132018/)

Today’s interview is with Ed Ariel, VP of Customer Service at ezCater, the only US-wide marketplace for corporate catering. We talk about preserving your customer service standards through a period of rapid growth, ezCater’s unique elements within its culture that have supported that growth, empowerment and what it means for them. This interview follows on from my recent interview – Customer experience, personalisation and how not to be creepy – Interview with Tara Kelly – and is number 226 in

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Using agile approaches for breakthrough product innovation

Breakthrough

This is a guest post from Arthur D. Little. It was written by Mitch Beaumont, Ben Thuriaux, Prashanth Prasad, Chandler Hatton and Colin Davies. Breakthrough innovation – innovation aimed at delivering disruptive impact, or creating new market spaces or step-changes in product, process or business-model performance – is increasingly important for companies. However, outside of the software industry most organizations, especially those with complex engineered products and longer development lifecycles, struggle to deliver it systematically. This is principally because the

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Purpose and why it is important to employees and customers – Interview with Stan Phelps

Purpose

Today’s interview is with Stan Phelps, Founder of Purple Goldfish, a think tank of customer experience and employee engagement experts. Stan joins me today to talk about his new book: Red Goldfish: Motivating Sales and Loyalty Through Shared Passion and Purpose that he has co-authored with Graeme Newell. We talk about the book, why purpose matters to both customers and employees and also a number of ways that businesses are embracing purpose and what impact it is having. This interview

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Insights from inside some of the world’s highest performing organisations – Interview with Brian MacNeice

St Louis Cardinals

Today’s interview is with Brian MacNeice, Managing Director, Kotinos Partners & Co-Author of Powerhouse: Insider accounts into the world’s top high-performance organizations. He joins me today to talk about the book, some of the amazing companies that they interviewed in the course of researching the book and what we can learn from them. This interview follows on from my recent interview – The future is arriving now. Are you ready? – Interview with Anthony Abbatiello of Deloitte – and is

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The keys to customer success

Success

In December of last year, I was asked to participate in an expert panel on customer success team performance. The invite came from Darren Noy, Chief Science Officer of Kannetic, a start up that is building solutions that tap into the power of collective intelligence to help build high performing teams and organizations. Using a process similar to the Delphi-method, Darren asked myself and 14 other participants to answer three surveys (one 10-minute, one 20-minute, and one 30-minute survey) where

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Customer experience investments, ROI and business results

Return On Investment

In a 2013 HBR interview, Jeff Bezos said “When things get complicated, we simplify by saying what’s best for the customer? And then we take it as an article of faith if we do that that it’ll work out in the long term.” However, most organisations are not like Amazon. Most organisations don’t do things as ‘articles of faith’. In fact, before they do anything new most organisations work hard to establish what will be the expected business impact of

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