A story about how doing less and adding a bit of theatre created a memorable customer experience

Scourie Hotel

My wife and I recently returned from a trip where, using a hired motor-home, we toured the North Coast 500, a recently established driving route covering some of the most northerly parts of Scotland. The trip was fantastic. On one of the nights we pulled into a campsite in for the night and went looking for a place to eat. We stumbled upon the Scourie Hotel and enquired if they had a restaurant in the hotel. They said that they

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Tom Peters’ incredibly practical and ingenious tip for improving cross functional working

Free_Culture_Lunch_4

Silo-ed working is common complaint in many organizations and it is often cited as being both a barrier to competitiveness and a barrier to being able to deliver a connected and consistently great customer experience. However, the challenge is that when coming up with ideas about how to break down silo-ed behavior and improve communication and collaboration across firms, many leaders and executives often default to software based solutions. Now, many of these software solutions are great. But, what they

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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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The potholes of scaling customer support and service – Interview with Michael Redbord of HubSpot

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 scaling a customer support/service team, the different stages that leaders need to be aware of, what to focus on at each stage and what to avoid. This interview follows on from my recent interview – Lidl, disrupting the UK market and striving for simplicity – Interview with Ronny Gottschlich –

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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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Lidl, disrupting the UK market and striving for simplicity – Interview with Ronny Gottschlich

Lidl

Today’s interview is with Ronny Gottschlich, the CEO and Founder of Heunadel Retail Advisory and former Managing Director of Lidl UK. Ronny joins me today to talk about disrupting the UK supermarket sector, Lidl’s approach to being able to achieve that and the role and value of simplicity in everything they do. This interview follows on from my recent interview – Blitzscaling and delivering customer support for Airbnb, Nest, Google & SuperCell – Interview with Brian Hannon of Voxpro –

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We all want to be ‘world-class’ but what does that mean and what role does speed and efficiency play?

Customer experience

I often get asked ‘what does world-class service mean?’ To answer the question, I tell people that I think it is helpful to break the question down into two parts. First, I say it’s useful to consider the idea of being ‘world class’ and what that means in the context of the rapidly changing product, service, technology and customer behaviour landscape we live in. Reflecting on that, I believe that ‘world-class’ is not, and cannot be, a destination. It is

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Blitzscaling and delivering customer support for Airbnb, Nest, Google & SuperCell – Interview with Brian Hannon of Voxpro

Growth

Today’s interview is with Brian Hannon, the chief commercial officer at Voxpro – powered by TELUS International, a global and award winning customer experience outsourcer. Brian joins me today to talk about their approach, their clients partners (ahem!) and what they have learned from each other as they have grown together. This interview follows on from my recent interview – Global human capital trends and the rise of the social enterprise – Interview with Anthony Abbatiello of Deloitte – and

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