Punk CX says ‘Great at a few or average at a lot’

Evidently John Cooper Clarke

I believe that the customer experience (CX) space is becoming like prog rock in the 1970s……. overly technical, too elaborate and complicated, inwardly focused, a little exclusive and in danger of disappearing up it’s own a***. Punk rock exploded out of the back of prog rock in 1970s with it’s democratic, DIY, back to basics and all heart and energy approach that inspired both a cultural and musical movement and a mindset. It dared to be different and was OK

Continue Reading

Given the choice 75 percent of customers would prefer to use messaging channels for service – Interview with Joshua March of Conversocial

whatsapp-interface

Today’s interview is with Joshua March, Founder and Board Director of Conversocial, a digital care platform for social messaging, and also author of Message Me, a book about the future of customer service in the era of social messaging and artificial intelligence. Joshua joins me today to talk about some recent research that Conversocial just released, the overall state of digital customer care, what the future of messaging and customer care looks like and what we should be doing about

Continue Reading

How objectivity about new technology is key to delivering a leading customer experience

Perception

At the beginning of May NICE inContact released its second annual, global research study that investigated the changing attitudes of contact center leaders and customers regarding customer experience. The report called the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark, surveyed more than 900 contact center decision makers in the US, UK, and Australia. Like many other studies that have gone before it, the NICE inContact study highlighted the existence of a perception gap between how businesses think they are doing

Continue Reading

Real competitive advantage in customer experience comes from understanding customers and what drives them away – Interview with David Avrin

Leaving

Today’s interview is with David Avrin, a keynote speaker, an author, a consultant and also CEO of Visibility International. David joins me today to talk about his new book: Why Customers Leave (and How to Win Them Back), what it’s about, what we can learn from it and what we should be doing differently to improve customer service and experience. This interview follows on from my recent interview – Gender and diversity imbalances will impact your ability to connect with

Continue Reading

Learning practical lessons on customer experience from real life examples

main

This is a guest post by Angela White on behalf of ProProfs. Many companies see customer experience as a necessity when it comes to keeping their consumers happy. In doing so, not only are their customers happier, but the business itself flourishes too. A PWC worldwide study from 2018 stated that 73% of consumers believe that customer experience is an integral part of their purchasing decisions, while 43% of customers would pay more for a greater experience. Despite the obvious

Continue Reading

Gender and diversity imbalances will impact your ability to connect with and serve your customers – Interview with Adriana Gascoigne of Girls In Tech

human

Today’s interview is with Adriana Gascoigne, founder and CEO of Girls in Tech, a San Francisco-based non-profit organization devoted to empowering, educating and engaging women in the tech industry across 43 chapters in 32 countries. Adriana joins me today to talk about Girls In Tech, her new book: Tech Boss Lady: How to Start-Up, Disrupt, and Thrive as a Female Founder and the impact that gender and diversity imbalances have on an organisation’s ability to best serve its customers. Here’s

Continue Reading

Most companies don’t get what it means to deliver a great customer experience

Blah_Blah_Blah

If you stop and think about your own behavior for a minute. I’m betting that when faced with a question that you don’t know the answer to then one of the first things that you will do is ‘Google’ the answer. This is not unusual and is what many of your customers do too. When applied to questions that are related to products or services that we use or are considering buying that’s called self-service. Personally, I believe, helping customers

Continue Reading

A lack of executive desire and recognition is holding back customer service – Interview with Michael Redbord of Hubspot

customer-service

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 their new research into the state of customer service, what we can learn from it, what the future holds and what we should be focusing on if we are to deliver a great customer experience. This interview follows on from my recent interview – How using a network of experts

Continue Reading

Is social media the next frontier for improving customer experience?

frontier

In early May, Sprout Social released their 2019 Index which looks at the state of, use, challenges and relevance of social media. The main findings of the report were that: Marketers struggle to create social strategies to support overall business goals. Marketers need to dig deeper to understand their audience. Consumers want to be engaged and entertained before they buy. Facebook continues to dominate the social landscape. Brands are only scratching the surface of what social can do. Given that

Continue Reading

Site Footer

Ready to harness your inner CX punk?

I made a newsletter. It’s called Punk CX. You might not like it. Then again, you might.

Sign up here to find out.

Oh, there’s now a new book out of the same name. It’s mine too. Again, you might not like it. It’s like a very visual punch in the face for the CX industry.

Punk CX cover

Check it out here.