Customer success needs to be the responsibility of the entire organisation – Interview with Fred Shilmover

Success

Today’s interview is with Fred Shilmover, the CEO and co-founder of InsightSquared, a provider of sales intelligence solutions for high-growth technology companies. Fred joins me today to talk about InsightSquared and their journey with implementing a customer success programme and how and why they changed it. This interview follows on from my recent interview – Ethics, technology and the impact of our decisions on customers and employees – Interview with Cennydd Bowles – and is number 252 in the series

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Fairness For All, workplace happiness and an inside look at the John Lewis Partnership – Interview with Lord Mark Price

John Lewis

Today’s interview is with Lord Mark Price, who is the former Managing Director of Waitrose and Deputy Chairman of The John Lewis Partnership. Mark joins me today to talk about his book: Fairness For All (the first book to explore the unique and much admired model of the John Lewis Partnership), the pursuit of workplace happiness, what companies getting right, what are they getting wrong and what they should be doing differently. This interview follows on from my recent interview

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The threat of PSD2 and how getting the basics right will help incumbent financial service providers prosper

psd2-eu

I remember a situation that happened around 10 years ago when I was applying for a mortgage from my bank.  When making the application I was faced with the fact that I had to complete a complicated form to apply for the mortgage. That was all fair, good and understandable up until the point that I had to gather all my financial data and complete a complicated set of financial computations to prove that the mortgage was affordable to myself.

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Getting live chat right is much more than a software sale – Interview with Jamie Edwards of Kayako

service

Today’s interview is with Jamie Edwards, co-founder and COO of Kayako, an omni-channel customer service platform that their customers use to talk to and support their customers. Jamie joins me today to talk about some recent research that they have conducted on the uses and successes of live chat software, what are companies getting right and what are they getting wrong and what customer service leaders should be fixing or doing differently when it comes to live chat. This interview

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The uniqueness in everyone is the largest asset you have in customer experience – Interview with Sam Johnson of Jamf

uniqueness

Today’s interview is with Sam Johnson, VP of customer experience at Jamf, a provider of software for enterprises and smaller businesses that helps them manage their Apple devices. Sam joins me today to talk about the idea that despite the fact that Jamf is a ‘tech’ focused company, most of the people that they hire don’t have tech backgrounds, why they taken that approach, how it came about, what the benefits have been and what others can learn from it.

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3 Leading B2B Companies Share Their Secrets On How To Create A Personalized Customer Experience

Creating a personalized customer experience is a goal for many, if not all, firms as they strive to compete for, retain and deliver the best customer experience to their customers. But, if you have been to any conferences or have been reading analyst and commentariat articles lately, one would not be wrong in thinking that the way to achieve this was primarily through the use of software, data and analytics. This seems to be particularly true for firms that operate

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What a BBC Radio sports programme taught me about customer surveys

Radio 5 Live

Recently on my own blog I wrote a piece called: Is 2% OK with you? Five ways to dramatically improve your customer feedback survey response rates. In the article, I advocated for companies to do five things when asking their customers for feedback. Here is a summary of the five things: 1. Make it relevant – too many surveys ask too many questions that are irrelevant to the customer and their experience. Eliminate these questions and focus on the customer’s

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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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8 Tips for developing a brand identity that inspires customer loyalty

working

This is a guest post from Erika Brookes, CMO at Springbot. It’s not surprising that businesses spend billions each year trying to make customers loyal to their brand. In general, loyal customers are far more profitable than your average customer and can become powerful champions for your brand. However, to gain a legion of loyal followers, you first need to establish a brand identity that they can get behind. How your customers perceive your brand plays a significant role in

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