Today’s interview is with Yuval Brisker, the co-founder of TOA Technologies, which was picked in October 2013 as ‘A Leader in the Gartner Magic Quadrant for Field Service Management’. Yuval joins me today to talk about what they are doing, what makes them stand out and how they are removing the ‘friction’ from the last […]
December 6, 2013
Removing the ‘friction’ from the last mile of customer service – Interview with Yuval Brisker of TOA Technologies
November 25, 2013
A Story Of Poor Customer Service And How To Fix It
This post originally appeared on my Forbes column. A few months ago the Consumerist.com website posted a story: To Resolve Some Customer Service Problems, Just Call Back. In the story they advocate that if you are having problems getting the service you want, just call back. This implies that if you want good service then you […]
November 22, 2013
The Tools To Deliver Amazing Customer Service Every Time – Interview With Shep Hyken
Today’s interview is with Shep Hyken, a customer service expert, professional speaker and bestselling author who works with companies and organizations who want to build loyal relationships with their customers and employees. Shep has just published a new book: Amaze Every Customer, Every Time: 52 Tools for Delivering The Most Amazing Customer Service On The […]
November 18, 2013
Improving Government By Solving Complaints Is Good, Solving The ‘Silent’ Complaints Is Better
Recently, I read an article on the BBC site about how UK Cabinet Office minister Oliver Letwin wants to transform a large amount of the UK’s public services, particularly the National Health Service (NHS), by studying how complaints are handled. The article goes on to say that the Rt Hon Mr. Letwin believes that: “instead […]
November 15, 2013
Smart proactive customer service that delivers results – Interview with Jim Dicso of SundaySky
Today’s interview is with Jim Dicso, President and Chief Revenue Officer of SundaySky, which has pioneered technology that allows firms to deliver personalised videos to their customers in real-time. This allows firms to lower costs, increase engagement and grow revenues. Jim agreed to talk to me about the cool things that SundaySky are doing with […]
November 11, 2013
Want Happy Customers? Cultivate Happy Employees
In the rush to increase customer satisfaction, many companies forget about their most valuable asset: their employees. While marketing promotions may get customers in the door, a happy employee keeps them coming back. Before rolling out the next big marketing push or advertising a sale, focus on cultivating a staff that loves coming in to […]
November 4, 2013
Is Ryanair like Darth Vader when it comes to customer service?
There was a story in the press recently about Ryanair, one of Europe’s leading low-cost airlines, about how the CEO, Michael O’Leary, is going to start changing their culture to make them more customer friendly. There seems to be a few reasons behind Mr O’Leary’s statement: Concerns from Ryanair’s shareholders that customer service issues are […]
October 11, 2013
Deliver great customer experience by including your customers – Interview with Mark Hurst of Creative Good
Today’s interview is with Mark Hurst, who founded Creative Good in 1997, a New York based consulting and services company focused on the customer experience. Today, he joins me to talk about his new book: Customers Included: How to Transform Products, Companies, and the World – With a Single Step, that he recently co-authored with […]
