Recently I took a flight from London to the U.S. for work. Before getting to the airport, I made sure I had checked in online and had my boarding pass available on my phone. So, on arrival at the airport, the only thing I had to do before going through security was to have my passport and visa status checked by the airline staff that I was flying with. Having done that, I then headed through security and Duty-Free into …
Category: Customer service
Today’s interview is with Steve Morrell who is the Managing Director of ContactBabel, a provider of high-quality research and analysis to the UK & US contact centre industries. Steve joins me today to talk about gathering feedback, what CX metrics senior management consider the most important, the role of automation in CX and generational differences around CX amongst other things. This interview follows on from my recent interview – Our people first, customers second approach drives our growth – Interview …
It’s a common occurrence that as companies scale one of the biggest challenges that they face is staying close to their customers. HubSpot, a provider of a growth platform that helps transform the way that organizations attract, engage, and delight their customers, is no stranger to this phenomena. Established in 2006, they crossed the $100 million in sales mark in 2014 and held an IPO in the same year. Since then they’ve powered on to generate $500 million in sales …
I’m sure many of you have had the experience of trying to help a friend or family member solve a technology problem over the phone. I know I certainly have, particularly when it comes to helping my father solve a problem that’s he’s been having with his computer at home. My experience is complicated by the fact that my dad has a PC, he’s not the most tech-savvy individual, and for the last few years, I have mainly been a …
Today’s interview is with Richard Hammond and Rocky Howard, co-founders of Uncrowd, who are the the world’s leading experts on friction versus reward. Richard and Rocky join me today to talk about Richard’s new book: Friction/Reward: Be your customer’s first choice, the work that they are doing at Uncrowd and why we should pay attention, particularly when it comes to creating a better customer experience. This interview follows on from my recent interview – CEOs have to come to accept …
Today’s interview is with Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer and joins me today on the podcast for something different. Rather than conducting a straight up interview, we rummage around some of the big issues and challenges in customer experience right now in a short and punchy rant-off. We also …
Today’s interview is with Deon Nicholas, Founder of Forethought, an AI company and 2018 TechCrunch Disrupt Battlefield participant, that has a vision to enable anyone to be a genius at their job. In practical terms, they do this indexing and surfacing content that matters the most in the context of their work. Deon joins me today to talk about the difference between NLP and NLU, winning last year’s TechCrunch Disrupt Battlefield and how Agatha aims to make it easy to …
This is a guest post from Nogol Tardugno, Director of Customer Success at Plum Voice. We’ve heard a lot recently about the latest customer service channels like web and mobile – but is that focus leading us contact center professionals away from some of our market? After all, the research continues to reinforce the importance of the phone channel: Microsoft’s 2018 Global State of Customer Service Report found that 39 percent of customers globally, and 44 percent in the U.S., …
This is a guest post from Sam Makad. Customer service forms an integral part of any organization. Especially when it comes to customer engagement and retention, the heavy burden of developing connections and satisfying curious or ruffled customers lies on the shoulders of your customer service team. The Importance of Good Customer Service for Retaining Customers By providing top-notch service to your customers, you can boost your retention rate significantly with a direct impact on your company’s bottom line. According …
