Greatness lies in the edges of customer experience

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It’s becoming an increasingly familiar occurrence these days for businesses, like healthcare practitioners, utility and telecoms providers, that rely on appointments with ‘customers’ for them to send out reminders, either via text message, email or by phone call, in the run up to the appointment. There is sound logic in taking this approach as not only does it provide a perceived better level of ‘service’, there is a rule of thumb in these industries that around 10% of all appointments

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Should you be considering using blockchain for your customer loyalty program? – Interview with Jessica Groopman and Jeremiah Owyang

Blockchain

Today’s interview is with Jessica Groopman and Jeremiah Owyang, industry analysts and founding partners at Kaleido Insights. They join me today to talk about blockchain, customer loyalty programmes and why and when you should be considering learning more. This interview follows on from my recent interview – Every great business has a backstory that drives and compels the work they do – Interview with Bernadette Jiwa – and is number 267 in the series of interviews with authors and business

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When it comes to B2B customer experience most firms still have a lot of work to do – Interview with Nick Hague of B2B International

Work to do

Today’s interview is with Nick Hague, Director and Chairman of B2B International, a leading global B2B market research and consulting specialist, and author of a couple of books. Nick joins me today to talk about his new book that he has co-authored with Paul Hague, his father: B2B Customer Experience: A Practical Guide to Delivering Exceptional CX, how it came about and what we can learn from it. This interview follows on from my recent interview – The potholes of

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What post channel customer experience means for your contact center?

whats next

This is a guest post by Katie Sekelsky, graphic designer at VHT. There is a revolutionary shift underway regarding customer expectation, and it’s called the post channel customer experience. Although you may not be familiar with this term, understanding the transformation and how it’s unfolding will allow you to capitalize on this unique moment. But first, let’s look at what the post channel customer experience is. What is the Post Channel Customer Experience? Customer service used to be split across

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Why mobile support is important for B2B companies

Support

This is a guest post by Robert C. Johnson, CEO of TeamSupport. Let’s hop into the shoes of a business executive for a second. It’s 3AM and you’re fast asleep in bed, when suddenly your mobile phone rings. You roll over and answer only to find out a member from your overnight team needs you to forward them an email. After hanging up, you deliberate how to get this employee the information they need. You could brave those cold wooden

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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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The two surprising impacts that intelligent voice assistants are having on customer experience

Echo Dot

Over the last few months I’ve been thinking about the emergence and development of intelligent voice assistants and the impact that they are having, and will have, on the overall customer experience. Right now their impact may be limited but, according to Gregg Johnson, CEO of Invoca, voice assistants are set to become mainstream in about 18-24 months driven by increasing consumer acceptance, falling prices and fierce competition. This is particularly true in the US, where he believes that the

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An honest and open discussion about how and why we evolved our approach to customer success – Interview with Eva Klein of Hubspot

Evolve

Today’s interview is with Eva Klein, VP of Customer Success at HubSpot, a technology company that builds sales and marketing software. Eva joins me today for a very open and honest conversation about HubSpot and customer success, their journey, how their approach to customer success has changed, what they have learned along the way and what we can learn from it. This interview follows on from my recent interview – A tool to help us make better decisions and improve

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Simpler service or experience pays

Choice

Over the last few weeks I’ve had the pleasure of speaking at a handful of conferences and in-house workshops, where I have been talking about some of the characteristics of leading companies, particularly those that are customer experience leaders. One of the characteristics I have been talking about is Simplicity. Now, it’s common when thinking about growing your business or developing your customer base to consider offering customers greater choice and more options. However, whilst offering more choice may seem

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