When will Direct Line join the UK’s magic circle?

Regulatory changes in the UK legal market have allowed supermarket chain The Co-operative, haulage company Eddie Stobart and insurance provider Direct Line to adopt alternative business structures (ABSs) and offer legal services in a range of areas. Could these firms challenge the magic circle in pure revenue terms one day? Possibly. If we assume that […]

Customer experience requires a new type of responsive leader – Interview with Sid Banerjee of Clarabridge

Today’s interview is with Sid Banerjee, CEO of Clarabridge, a leader in the Customer Experience Management (CEM) space, particularly when it comes to helping firms mine their customer data to make better business decisions. Sid joins me today to talk about why he thinks industry, what firms can do to respond to the changes around […]

Abandon email as a customer service channel at your peril

When it comes to customer service and the channels that businesses use to serve their customers, most of the talk in the marketplace is about self-service, smartphone apps, social media etc etc. All of which, I think, are really exciting and useful and these new channels are pushing the boundaries of how customers can get […]

Everyone can create a ‘Genius Bar’ customer experience – Interview with Gary Ambrosino of Timetrade

Today’s interview is with Gary Ambrosino, President and COO of Timetrade. Gary joins me today to talk about the the work that they are doing helping a number of top banks in the USA transform their in-branch customer experience, how every retailer can now deliver a ‘Genius Bar’ experience and what retailers can do to […]

The little things that destroy your customer experience

As a way of celebrating International Darwin Day on Feb 12th, MyCustomer.com published an article: Making a Charlie of themselves: The Darwin Awards for customer service. The article is pretty tongue-in-cheek but aims to showcase, in a light-hearted way, some of the biggest customer service failures of our time. Now, there is no doubt that […]

How NPS Correlates to Long-Term Revenue Growth

It’s been 10 years since Fred Reichheld first introduced Net Promoter Score (NPS) in his Harvard Business Review article “The One Number You Need to Grow.” Since then, thousands of companies have implemented NPS, including industry leaders like Apple, Intuit, Facebook, Southwest Airlines, and American Express. Now, with a ton of industry momentum, has NPS […]

Transforming the internal customer service experience of your IT dept – Interview with Jason Andrew of BMC Software

Today’s interview is with Jason Andrew, the General Manager for EMEA at BMC Software. Jason joins me today to talk about MyIT, a new product that BMC have recently launched, and one that is set to transform how many large organisations function and the level of service and value that their IT departments deliver. This […]

Warmth, competency and customer experience – Interview with Chris Malone about The Human Brand

Today’s interview is with Chris Malone, founder of Fidelum Partners and recent author with Professor Susan T Fiske at Princeton of a new book: The Human Brand: How We Relate to People, Products, and Companies. Following an introduction by Stan Phelps, who reviewed the book here, Chris was kind enough to make some time to […]

A 6 step approach to better customer and employee engagement

Some 18 months ago (Oct 2012), I had the pleasure of interviewing Get Satisfaction’s then CEO, Wendy Lea (she’s now their Executive Chairman) in True customer engagement is not based on click throughs or contests. In the interview, we talked a lot about the changing nature of business, social technologies, customer engagement, and what it […]