Communities will become a core engine of commerce, innovation, experience, loyalty and service – Interview with Rob Tarkoff

Community

Today’s interview is with Rob Tarkoff, President and CEO of Lithium Technologies, a digital customer experience platform company. Their technology both powers some of the world’s largest online communities and helps some of the worlds largest brands with social customer care and publishing. Rob joins me today to talk about some recently published research, engagement, what it is, what it isn’t, what brands should be doing more and less of to help them engage more with their customers and the

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Online reviews have significant ROI with customers and prospects

This is a guest post from Adam Beeson, director of communications, G2 Crowd. Online reviews matter, a lot. A 2016 Local Consumer Review Survey from SEO and citation building service BrightLocal found that 84 percent of people trust online reviews as much as personal recommendations. In one year, that number jumped up by four points. With so many potential and current customers seeking information about your product or your company’s strengths and weaknesses, it is important to know how to

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Delivering a great customer experience is not really a technology challenge any more – Interview with Mark Smith

connected

Today’s interview is with Mark Smith, President of Kitewheel, which is the world’s only cloud-based Customer Journey Hub designed for innovative agencies and brands looking to move in step with the modern digital consumer. Mark joins me today to talk about the state of the customer journey, the rising amount of attention being placed on retention and what we can learn from a recent piece of research they have released. This interview follows on from my recent interview – You

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You don’t want to design a customer experience that is akin to getting in the cockpit of an F16 – Interview with Eric Hansen

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Today’s interview is with Eric J. Hansen, founder and Chief Technology Officer of SiteSpect, a leading software platform that offers optimization, testing, targeting, and personalization solutions that allows businesses to create superior customer experiences. Eric joins me today to talk about the potential of artificial intelligence (AI) in customer experience and personalisation, what brands should be thinking about and what they should be doing to prevent this. This interview follows on from my recent interview – The meaning of personalised

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Customer experience leaders: When was the last time you went to the gemba?

Gemba

Have you ever heard of the expression: ‘Going to the gemba’ ? It originates from Taiichi Ohno, father of the Toyota Production System, and suggests that managers should regularly go to the place where ‘value is created’ to both learn and look for ways to improve how things are done. Now, gemba is a Japanese word and means “the real place” i.e. the place where things actually happen. For example, TV reporters talk about ‘reporting from the gemba’ whilst police

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The meaning of personalised customer experience – Interview with Jamf, Paycor and Qumulo

Today’s interview is a little different and is the first time that we have tried to conduct a roundtable style interview on the podcast. My guests today are: Sam Johnson, VP of customer service at Jamf, a provider of software for enterprises and smaller businesses that helps them manage their Apple devices, Mark Wilson, Senior director of customer transformation at Paycor, a provider of recruiting, human resources, and payroll solutions through an integrated, cloud-based platform, and Chris Lisica, Director of

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Overcoming the barriers to delivering an excellent citizen experience – Interview with Ryan Hollenbeck and David Moody

Motherwell Civic Centre

Today’s interview is with Ryan Hollenbeck and David Moody from Verint Systems, a global technology firm that provides Actionable Intelligence® solutions, to both public and private sector organisations, with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. David and Ryan join me today to talk about citizen experience, overcoming barriers to implementing successful digital strategies, particularly in the government and public sector arena and what government and public sector organisations could be doing better. This

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Customer experience is all about empathy, here’s how to harness it

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This is a guest post from Oisin Lunny, Chief Evangelist, OpenMarket. Let’s face it: Mobile has changed everything. Today, if you can’t reach a personal contact quickly, it’s extremely frustrating. Likewise, when it comes to brands, if you can’t instantly get a hold of an airline, retailer, or bank–it’s infuriating. While many brands have caught on and adopted a mobile-first approach to customer service, many are still failing to meet customers’ expectations. They may be creating new ways to engage

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Is 2% OK with you? Five ways to dramatically improve your customer feedback survey response rates

Five

Asking customers for feedback is an essential part of the improvement process for any business and, I’m pleased to say that, many companies now do ask their customers for feedback whether it is using methods like customer satisfaction surveys, Net Promoter Score (NPS) or Customer Effort Score (CES). But, many of them, despite working hard to deliver great service and build up trust with their customers, undo a lot of their great work through the way that they go about

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