Beware cultural differences when aiming to deliver a great cross-border customer experience

  It’s often the smallest of things that make the difference between whether a business is a success or failure. And, nowhere is this more true than when a business enters a new and overseas market. Too often do firms assume that they can just replicate and implement their existing business and operating model in […]

The implosion of trust and what to do about it

For the last 17 years, Edelman, a global communications marketing firm, has published it’s Trust Barometer, an annual survey of more than 33,000 respondents from around the world that investigates the state of trust and credibility that exists between individuals and different types of organisations (government, media, business and NGOs). Earlier this month they published […]

How middle managers can boost employee engagement and customer experience

It’s pretty well understood that having a high level of employee engagement fuels better levels of service, a more engaging customer experience and better business results. Gallup research supports this and shows that firms with a highly engaged workforce experience tend to have: 37% less absenteeism; Between 25% and 65% lower staff turnover, depending on […]

How the customer experience vision gap is holding many organisations back

In a world that is moving faster and faster and where it seems like we have less and less time to think, there is better way to approach problems, particularly when it comes to those associated with improving and developing the customer’s experience. Doing so will allow organisations to develop an increased ability to deliver […]

Fostering a listening culture is the best way to deliver better customer and employee outcomes – Interview with Rob Pace of HundredX

Today’s interview is with Rob Pace, the founder and CEO of HundredX, a technology platform/app that works with major brands such as professional sports teams, Mary Kay and the University of Notre Dame, to provide listening solutions and collect real-time feedback from customers and employees. Rob joins me today to talk about a number of […]

Most organisations are ignoring the behavioural element of customer experience – Interview with Morris Pentel

Today’s interview is with Morris Pentel, who is the Chairman & Founder of the Customer Experience Foundation, a leading organisation in Customer Experience Science. Morris joins me today to talk about Customer Experience Science, Behaviour As Technology and his view on the biggest and current challenges for organisations trying to design and deliver a great […]

Customer experience: Corporate culture isn’t enough

This is a guest post from Martha Brooke, Chief CX Analyst and Founder of Interaction Metrics. To deliver great customer experiences, an entire industry has been built around strengthening corporate culture. And while corporate culture is part of the solution, it’s not enough. If it were, you’d simply have to decide on your ideal values, […]

How to do extraordinary things for your customers and your people – Interview with Bill Taylor

Today’s interview is with Bill Taylor, co-founder and founding editor of Fast Company, who now spends his time writing books and speaking to leadership audiences. Bill joins me today to talk about his new book: Simply Brilliant: How Great Organizations Do Ordinary Things In Extraordinary Ways, why he wrote it, it’s central thesis, who’s it […]

The rationale behind choosing a high-touch and high-cost route to serve our customers – Interview with Matthias Murin

Today’s interview is with Matthias Murin, Group Manager Customer Service at DocMorris, a Dutch online and mail-order pharmacy that provides medicines primarily to customers in Germany. Matthias joins me today to talk about DocMorris’ approach to customer service, the challenges of delivering a great customer experience over the phone and via email and why they […]