Everyone in an organisation should be a loyalty leader – Interview with Sandy Rogers of FranklinCovey

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Today’s interview is with Sandy Rogers, the co-author of new book: Leading Loyalty: Cracking the Code to Customer Devotion and the leader of FranklinCovey’s Loyalty Practice. Sandy joins me today to talk about the new book, how leading companies develop loyalty (Spoiler alert: it’s not about a loyalty programmes), what they do to get in the way of loyalty and how they can put themselves on the right path. This interview follows on from my recent interview – New tech

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10 Things that you can do to improve the employee experience

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TINYpulse recently published their 2019 Employee Engagement Report titled The End of Employee Loyalty. With reputedly one of the largest databases in the world for employee feedback, they are well positioned to provide real insights into employee engagement trends. In fact, from January to December of 2018 they were able to collect responses from over 25,000 employees, working in more than 1,000 different companies across 20 industries spread across Northern America, Europe, Asia, and Australia. One of the headline findings

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What your customer service agents’ top priorities should be in 2019

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This is a guest post from Chris Ryba, Director of Professional Services at VHT. With all the attention paid to the digital transformation and artificial intelligence, one important fact bears repeating: Your customers value ease and convenience in their customer service interactions, and they don’t much care about the technology your brand has invested in behind the scenes. In fact, CCW’s recent special report titled “Augmenting Contact Center Automation” found that 71 percent of customers, across all age demographics, still

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Only 20 percent of support teams provide self service and other customer experience trends – Interview with Jeff Titterton

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Today’s interview is with Jeff Titterton, CMO of Zendesk. Jeff joins me today to talk about the new Zendesk Customer Experience Trends Report 2019, the main findings of the report, what’s driving the widening gap between what customers expect and what companies can deliver and what can companies do to close the gap. This interview follows on from my recent interview – Most businesses would be shocked to see the experience they are inflicting on their customers – Interview with

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Have many B2B companies missed the customer experience revolution?

The customer experience in recent years has become increasingly complex. Despite this, however, a couple of simple things remain true: A business’ ability to retain customers is as important, if not more important, than its ability to acquire new customers, particularly when establishing a foundation for sustainable growth and long term success; and If the people and functions within business do not work closely and well together then they are unlikely to be able to deliver a great and consistent

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Most businesses would be shocked to see the experience they are inflicting on their customers – Interview with David Cancel

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Today’s interview is with David Cancel, serial entrepreneur and co-founder & CEO, Drift. He’s also the author of a new book called: Conversational Marketing: How the World’s Fastest Growing Companies Use Chatbots to Generate Leads 24/7/365 (and How You Can Too). David joins me today to talk about Drift, the book, why marketing and sales are broken, what conversational marketing and what companies should be doing differently. This interview follows on from my recent interview – What’s stopping you from

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An Emotional Connection – The Key To Customer Loyalty

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This is a guest post from Rebecca Martin, CMO at Calabrio “Given the enormous opportunity to create new value, companies should pursue emotional connections as a science—and a strategy. But for most, building these connections is more guesswork than science. At the end of the day they have little idea what really works and whether their efforts have produced the desired results.” This sentiment, which rings as true today as it did in 2015 when it was written, was recently

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Analytics isn’t something you buy, it is something that you do – Interview with Larry Skowronek of NICE

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Today’s interview is with Larry Skowronek, Vice President Product Management and Product Marketing at NICE, a worldwide leading provider of software solutions enabling organizations to improve customer experience, ensure compliance, fight financial crime, and safeguard people and assets. Larry joins me today to talk analytics and about some new technology that they have developed that can monitor interactions & provide a holistic view of the customer journey from start to finish, route inbound calls to the most appropriate representative through

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The six core elements of ROCKSTAR customer experience – Interview with James Dodkins

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Today’s interview is with James Dodkins, founder of ROCKSTAR CX, international keynote speaker, accidental #1 best selling author and host of ‘This Week In CX.’ James joins me today to talk about the work that he does, what is going wrong with many customer experience transformation programmes and the 6 core elements of really good customer experience. This interview follows on from my recent interview – What more empathy in business and artificial intelligence (AI) will look like – Interview

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