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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How to engage potential customers with your brand

Post image

This is a guest post from Jason Grills is a technical writer associated with ProProfs Chat. Brands heavily invest in marketing and customer service.  This is because they represent the beginning and the end of a sales journey. But today, with everything the digital world has to offer, customer experience extends beyond the sales journey. Customers want to be heard, get answers to their questions, get their problems solved and feel connected to the brand. To be able to meet

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When it comes to customer experience, will you be in Forrester’s 30% ?

30 percent

Consider these comments from a recent article in Prospect about UK politics: “But one thing is certain: it is going to be harder to govern, especially for the long-term. Increased flux makes for exciting contests but it does not help governments win mandates for tough choices. “ “A clear blueprint for winning campaigns in new times is emerging: ride the volatility, stay flexible and stay light on the big tough questions.” “British politics is more uncertain and unpredictable than it

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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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57 Insights from leading brands and experts on what it takes to deliver a Wow customer experience: Part 2

Wow pt2

This is the second part of the article: 57 Insights from leading brands and experts on what it takes to deliver a Wow customer experience. As mentioned in Part 1, over the course of the last 18 months and since How to Wow came out I’ve being interviewing a range of leaders, entrepreneurs, authors, thinkers and academics about what it takes to deliver better outcomes for their customers and their people. Moreover, towards the end of each of these interviews

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57 Insights from leading brands and experts on what it takes to deliver a Wow customer experience: Part 1

Wow

Over the course of the last 18 months and since How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing was published I’ve continued to interview (around 60 since it was published) a range of leaders, entrepreneurs, authors, thinkers and academics around what it takes to deliver better customer service and experience. These interviewees, their organisations and those of their clients are responsible for generating billions in revenue every year, employ hundreds of thousands of people, serve and

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Brands can create a better customer experience by being purpose driven – Interview with Alicia Tillman, CMO of SAP

Purpose

Today’s interview is with Alicia Tillman, the new global Chief Marketing Officer (CMO) of SAP, the world’s largest provider of enterprise application software. Alicia joins me today to talk purpose and how brands can create a better customer experience by being a purpose driven brand. This interview follows on from my recent interview – Public Enemy and getting practical with AI in the contact centre – Interview with Mikhail Naumov – and is number 245 in the series of interviews

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