Is your culture hurricane fit? – Interview with Jonathan Rowe of nCino

nCino socks

Today’s interview is with Jonathan Rowe, Chief Marketing Officer at nCino, a cloud based bank operating system. Jonathan joins me today to talk to me about nCino, the experience of going through the recent Hurricane Florence, what happened, how their customers reacted and why he is so proud of their employees. This interview follows on from my recent interview – Getting the human and tech balance right in customer experience – Interview with Julia Ahlfeldt – and is number 285

Continue Reading

The 73 year old lady and an unexpected customer service lesson

World of Warcraft

Recently I had the pleasure of speaking to James Dodkins on his Rockstar CX podcast. As a precursor to the show, James asked me to collect 3 different articles in the week approaching the interview that I had noticed and that had interested me. So, in the run up to our chat, I did just that and after a bit of a net trawl I uncovered three pieces. One of the articles I found was entitled Customer service specialist calls

Continue Reading

Getting the human and tech balance right in customer experience – Interview with Julia Ahlfeldt

High Low Tech Touch Chart

Today’s interview is something different. Last week I was in Pretoria, South Africa, where I was speaking at the Customer Experience Innovation and Tech Fest conference. On the back on my keynote, Julia Ahlfeldt, one of my fellow speakers, asked if she could interview me for her podcast, Decoding the Customer, which explores business trends and innovation in the field of customer-centricity. I said that I’d be delighted to have a chat and thought I’d record it too and release

Continue Reading

Not dealing with failure demand is hurting your customer experience

mistake

In my 2016 How To Wow book I quoted research by Sabio and the Customer Contact Association, released in 2012, that found that between 25% and 40% of all calls to UK contact centers are either unnecessary or avoidable. According to that research, the most common causes of those calls included: customers chasing information about deliveries or updates on what was due to happen next in the purchase cycle; customers calling to clarify issues regarding pricing or terms and conditions;

Continue Reading

Are you willing to delight the specific? – Interview with Seth Godin about his new book: This Is Marketing

connect

Today’s interview is with Seth Godin, best selling author, teacher and sometime entrepreneur. Seth joins us today to talk about his new book: This Is Marketing: You Can’t Be Seen Until You Learn to See and we discuss the book’s main thesis, the challenge for marketers, what we need to learn, why it might be hard, why it matters and how we start to apply all of this in our businesses and our work. This interview follows on from my

Continue Reading

How to make your people SUPERENGAGED – Interview with Nikki Gatenby

superhero

Today’s interview is with Nikki Gatenby, MD of Propellernet, a multi-award winning Brighton-based digital marketing agency that operates globally and the author a new book: Superengaged: How to transform business performance by putting people and purpose first. She joins us today to talk about the new book and what they have done at Propellernet to produce some astounding commercial and engagement numbers. This interview follows on from my recent interview – Design is how we treat each other – Interview

Continue Reading

One customer’s experience suggests that Infiniti is not yet brilliant at the basics

Infiniti

Recently, I was invited to participate in a webinar discussing the role of emotions in customer experience. During the discussion, I made the point that while I believe we should pay close attention to the emotions of our customers, we cannot escape the fact that there is stuff that happens (i.e. what companies say and do) and then there is what we (i.e. customers) make those things mean. That very fact introduces a potentially huge amount of variety and complexity

Continue Reading

Is ‘Powered By Humans’ becoming a thing?

T-Mobile CEO John Legere addresses the audience at T-Mobile’s Un-carrier NEXT event at the T-Mobile Charleston Customer Experience Center on Wednesday, August 15, 2018

Rohit Bhargava has been publishing his annual Non-Obvious Trend Report since 2011. Rather than trying to compete with the normal avalanche of predictions that emerge at the end of every year, Rohit has developed a method where he and his team uncover and share a series of unexpected insights accompanied by explanations about how they may affect businesses in the year to come. In the 2018 version of the report that came out in January, there was one trend that

Continue Reading

Convenience helps you stand out and creates fierce loyalty – Interview with Shep Hyken

convenience

Today’s interview is with Shep Hyken, who is the Chief Amazement Officer of Shepard Presentations and a New York Times and Wall Street Journal bestselling author. Shep joins me today today to talk about his latest book: The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty, why convenience, the dimensions of convenience and how to use it to make a difference to your business’ service and experience. This interview follows on

Continue Reading

Site Footer