Everyone in an organisation should be a loyalty leader – Interview with Sandy Rogers of FranklinCovey

loyalty forever

Today’s interview is with Sandy Rogers, the co-author of new book: Leading Loyalty: Cracking the Code to Customer Devotion and the leader of FranklinCovey’s Loyalty Practice. Sandy joins me today to talk about the new book, how leading companies develop loyalty (Spoiler alert: it’s not about a loyalty programmes), what they do to get in the way of loyalty and how they can put themselves on the right path. This interview follows on from my recent interview – New tech

Continue Reading

Have many B2B companies missed the customer experience revolution?

The customer experience in recent years has become increasingly complex. Despite this, however, a couple of simple things remain true: A business’ ability to retain customers is as important, if not more important, than its ability to acquire new customers, particularly when establishing a foundation for sustainable growth and long term success; and If the people and functions within business do not work closely and well together then they are unlikely to be able to deliver a great and consistent

Continue Reading

Most businesses would be shocked to see the experience they are inflicting on their customers – Interview with David Cancel

man-65049_1920

Today’s interview is with David Cancel, serial entrepreneur and co-founder & CEO, Drift. He’s also the author of a new book called: Conversational Marketing: How the World’s Fastest Growing Companies Use Chatbots to Generate Leads 24/7/365 (and How You Can Too). David joins me today to talk about Drift, the book, why marketing and sales are broken, what conversational marketing and what companies should be doing differently. This interview follows on from my recent interview – What’s stopping you from

Continue Reading

An Emotional Connection – The Key To Customer Loyalty

connect

This is a guest post from Rebecca Martin, CMO at Calabrio “Given the enormous opportunity to create new value, companies should pursue emotional connections as a science—and a strategy. But for most, building these connections is more guesswork than science. At the end of the day they have little idea what really works and whether their efforts have produced the desired results.” This sentiment, which rings as true today as it did in 2015 when it was written, was recently

Continue Reading

Analytics isn’t something you buy, it is something that you do – Interview with Larry Skowronek of NICE

neural-network-3816319_640

Today’s interview is with Larry Skowronek, Vice President Product Management and Product Marketing at NICE, a worldwide leading provider of software solutions enabling organizations to improve customer experience, ensure compliance, fight financial crime, and safeguard people and assets. Larry joins me today to talk analytics and about some new technology that they have developed that can monitor interactions & provide a holistic view of the customer journey from start to finish, route inbound calls to the most appropriate representative through

Continue Reading

The six core elements of ROCKSTAR customer experience – Interview with James Dodkins

Rock star

Today’s interview is with James Dodkins, founder of ROCKSTAR CX, international keynote speaker, accidental #1 best selling author and host of ‘This Week In CX.’ James joins me today to talk about the work that he does, what is going wrong with many customer experience transformation programmes and the 6 core elements of really good customer experience. This interview follows on from my recent interview – What more empathy in business and artificial intelligence (AI) will look like – Interview

Continue Reading

A story about how a successful outcome doesn’t guarantee a positive patient experience

doctor time

The following is a story that was recounted to me by a friend, let’s call her Jasmine, about a recent visit to a local hospital. Jasmine woke up one day with a buzzing in her head and an overwhelming feeling of vertigo. After a couple of visits to her local doctor she was referred to a specialist neurologist at a local hospital. Arriving at the hospital she was directed to the neurology department waiting room, where she waited to see

Continue Reading

Improving the customer experience takes more than technology

This is a guest post from Kris McKenzie, Senior Vice President and General Manager for EMEA at Calabrio Driven by a desire to obtain business insights, lower costs and offer customers more choice, businesses are rushing to launch digital transformation initiatives. Significant frustration can arise, however, when companies fail to accurately assess how the technologies will impact the overall customer experience with the organisation – or when they fail to lay the operational groundwork to take full advantage of the

Continue Reading

How to effectively deal with unhappy clients

unhappy happy

This is a guest post from Jamie Costello, an aspiring business/legal writer. Regardless of the nature of your business and your excellent 5-star ratings, somewhere along the line you’re bound to encounter at least one unhappy client. However, the majority of the time it’s not what made them unhappy in the first place that matters, but it’s how you aim to resolve it that can be key. It’s understanding the best way to react that can inevitably help you to keep

Continue Reading

Site Footer

Ready to harness your inner 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.