Is ‘Powered By Humans’ becoming a thing?

T-Mobile CEO John Legere addresses the audience at T-Mobile’s Un-carrier NEXT event at the T-Mobile Charleston Customer Experience Center on Wednesday, August 15, 2018

Rohit Bhargava has been publishing his annual Non-Obvious Trend Report since 2011. Rather than trying to compete with the normal avalanche of predictions that emerge at the end of every year, Rohit has developed a method where he and his team uncover and share a series of unexpected insights accompanied by explanations about how they may affect businesses in the year to come. In the 2018 version of the report that came out in January, there was one trend that

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Convenience helps you stand out and creates fierce loyalty – Interview with Shep Hyken

convenience

Today’s interview is with Shep Hyken, who is the Chief Amazement Officer of Shepard Presentations and a New York Times and Wall Street Journal bestselling author. Shep joins me today today to talk about his latest book: The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty, why convenience, the dimensions of convenience and how to use it to make a difference to your business’ service and experience. This interview follows on

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How to achieve the holy grail: True integration of customer service

integration

This is a guest post from Monika Götzmann, the EMEA Marketing Director of Miller Heiman Group. In today’s sales environment, where competing based purely on product and price is no longer sufficient, the customer experience you deliver is arguably the key competitive differentiator. Not only can it generate loyalty and repeat business, it can also improve your organisation’s reputation and sales effectiveness. Indeed, the level of customer service you provide goes a long way towards determining overall success or failure.

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Customer loyalty requires more than technology — It needs the human touch

michelangelo

This is a guest post from Kris McKenzie, Senior Vice President and General Manager for EMEA at Calabrio Today’s customers are more empowered than ever, and with that comes increasing demands for a better customer experience. More than 41 million people in the U.K. own smartphones, and customers are finding freedom in these pocket-sized devices: 70 percent of consumers admit that technology makes it easier for them to take their business elsewhere when expectations aren’t met. To meet those expectations,

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Most of customer experience is cleaning and sweeping – Interview with Gerry McGovern

brooms

Today’s interview is with Gerry McGovern who is the founder and CEO of Customer Carewords and the author of six books on all things digital, content, transformation and online customer experience. He is about to publish a new book at the end of this month: Top Tasks – A How to Guide. The new book provides an A to Z look at the Top Tasks methodology that Gerry has developed and has used in around 4-500 organisations around the world

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Are you doing personalization wrong?

Less is more

Personalization is becoming an increasingly important element in the pursuit of a differentiated customer experience. It has also come a long way, in recent years, according to Evergage CMO Andy Zimmerman who says that personalization has evolved from “delivering one-to-many experiences, aimed at broad groups of people – to being truly effective at the individual, one-to-one level.” This is backed by recent research by Evergage that found that 98% of marketers agree that personalization positively impacts customer relationships with the

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25 behavioural biases and how they influence the choices our customers make – Interview with Richard Shotton

Choice

Today’s interview is with Richard Shotton who is the Head of Behavioural Science at Manning Gottlieb OMD and author of the book: The Choice Factory: 25 behavioural biases that influence what we buy. Richard joins me today to talk about his book, a few of the behavioural biases in the book, why we should pay attention to them and how we can utilise them in our businesses. This interview follows on from my recent interview – Creating a learning environment

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Three areas where some contact centres may be overlooking their GDPR obligations

female customer on phone

In the run up to May 25 this year many people, including me, were inundated with emails from companies asking them to opt in to their email marketing lists or informing them of their new data, security and privacy policies. This was all due to the fact that the long talked about General Data Protection Regulation (GDPR) framework came into force in Europe. After the dust started to settle and my inbox had started to return to normal, I began

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Creating a learning environment that drives better sales and customer success outcomes – Interview with Pat Lynch of MindTickle

Today’s interview is with Pat Lynch, VP of Enablement Excellence and Innovation at MindTickle, one of the industry’s most comprehensive readiness and learning solutions for closing the knowledge and skill gaps found in customer-facing teams. Pat joins me today to talk about learning versus training, the frustrations of Chief Learning Officers, what’s missing from the modern corporate learning environment, what is needed to get the most out of the Millennial and Gen-Z workforce and what MindTickle are doing about it.

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