This is a guest post from Jonathan Furman, the founder of Furman Transformation, a management consulting firm. So, you met your sales target this year? Great! But, what’s the guarantee that you’re going to achieve it next year as well? Well, there are no guarantees as such. But, there are tried and tested methods that deliver results most of the time. One of those methods involves creating positive customer experiences. Now, a positive customer experience may not bring in new …
Category: Customer service
Today’s interview is with Chase Clemons, a customer support team lead at Basecamp, a provider of project management and team communication software. We talk about Basecamp’s CEO Jason Fried assuming personal responsibility for all customer refunds, what that means in practice, what it’s like to work at Basecamp, what customer service means for them, particularly when they have approx 50 people in 30 different cities around the world and how they deliver great service to their clients. This interview follows …
This is a guest post from Josh Chapman, a financial modelling expert, based in New York City. As a startup founder or entrepreneur, you’re hyper focused on growth. This growth typically leads to the following results (in order): 1) more customers, 2) more revenue, 3) more employees…and repeat. Yet often times, founders approach customer growth at almost any cost. Founders and Venture Capitalists alike tend to accept a high monthly burn as long as new customer acquisition is making healthy …
I was lucky enough to attend Collision, a tech and start up conference in New Orleans just over a week ago. Now, a pure tech and start up conference is not usually my thing so whilst there were all sorts of fascinating start-ups, interesting applications of technology and enthusiastic entrepreneurs, it was the speakers and the talks that really stood out for me. With that in mind and viewing the conference through a customer experience lens, here’s a few highlights: …
Last year I published a book: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing, which I am very proud to say became a best-seller and is still doing well. On the back of book, I’ve been getting a lot of requests from lots of different companies to either come and speak at one of their events or to run a master class/workshop for them on how they can create their own wow experience. More recently, I’ve …
Today’s interview is with Susan Ganeshan, Chief Marketing Officer of Clarabridge, a leading customer experience Saas platform that transforms survey, social, voice and all other forms of customer feedback into actionable intelligence that drives real change in business and creates happier customers. Susan joins me today to talk about some research that they recently conducted (Call Center Agent Survey Results), which investigated the differing viewpoints of both contact centre employees and consumers in the United States. This interview follows on …
In recent weeks, we have seen a enormous amount of coverage of the incident involving Dr David Dao when he was violently dragged off a United Airlines plane in Chicago on the 9th of April, losing two teeth and suffering a broken nose in the process. If that was not bad enough, Oscar Munoz, United’s CEO received a huge amount of criticism for how he initially responded to the incident where, in his first public statement following the incident, he …
Today’s interview is with Blake Morgan, a customer experience futurist, fellow Forbes contributor and the author of a new book: More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences. She joins me today to talk about her new book and what we can do to create ‘knock your socks off’ customer experiences. This interview follows on from my recent interview – Understanding consumer behaviour by going to the gemba – Interview with …
Jack Nicholson, playing Colonel Jessup, in the 1992 film ‘A Few Good Men’, famously said, when cross-examined by Tom Cruise, playing Lieutenant (junior grade) Kaffee: “You can’t handle the truth!” Remember that? Well, Dimension Data has just released its 2017 Global Customer Experience Benchmarking Report and this year’s report splendidly titled ‘Digital crisis or redemption – The uncomfortable truth’, will make uncomfortable reading for many leaders and executives. Here are some highlights from the survey of 1,351 organizations across 80 …