How to improve customer experience using employee feedback

feedback

This is a guest post from Sreeram Sreenivasan, Founder & CEO of Ubiq BI. Typically, businesses conduct customer surveys & interviews and apply the feedback to provide a better customer experience. But that’s just one half of the story. What if there was a more powerful source of customer insights, available right at your doorstep: your own employees. Although a single customer can share his/her experience at various touch points during their journey, their insights are only about themselves and not everyone

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Eliminate blindspots and build engagement by getting to know your company better – Interview with Claire Lew

Blindspot

Today’s interview is with Claire Lew, CEO of Know Your Company, a software tool that helps business owners get to know their employees better and overcome company growing pains. Claire joins me today to talk about spinning out from Basecamp, the problem that Know Your Company solves, how they do what they do and the sort of impact that it has. This interview follows on from my recent interview – Overcoming the barriers to delivering an excellent citizen experience –

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What do the Bee Gees, words, a train company and customer experience have in common?

Bee_Gees_1992

The Bee Gees once sang “It’s only words, and words are all I have to take your heart away”. The sentiment in the Bee Gees words offer a lesson to companies wanting to improve their customer experience. The reason being is that the words that we choose to write to our customers are probably one of the most important elements that define the experience that our customers have with us. However, many businesses tend to ignore them, the extent of

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Marrying self organising teams and customer obsession – Interview with Andrew Lawson

Handshake

Today’s interview is with Andrew Lawson, Chief Product Officer of Zopa.com, a UK online personal finance peer-to-peer lending company founded in 2005. Andrew joins me today to talk about customer service, customer obsession, what it means to them and the shift to self-organising teams that they have recently undertaken. This interview follows on from my recent interview – Customer service and moving from the enterprise to the flexiprise – Interview with Keith Leimbach – and is number 230 in the

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Bridging the employee engagement gap through effective communications

Employee engagement

This is a guest post from Maurice De Castro, the Founder of Mindful Presenter. Employees are the lifeblood of any business. Regardless of an organisation’s size and function, employees’ health and outlook will have a huge impact on productivity. In recent years, employee engagement has become a key area of focus for HR and management. Some reports suggest that as little as 13% of the world’s workforce are feeling engaged in their current role. This leaves employers questioning how they

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How to rapidly scale and still maintain the highest customer service standards – Interview with Ed Ariel

Thanks to xenlab for the image (https://www.flickr.com/photos/49502997010@N01/1339132018/)

Today’s interview is with Ed Ariel, VP of Customer Service at ezCater, the only US-wide marketplace for corporate catering. We talk about preserving your customer service standards through a period of rapid growth, ezCater’s unique elements within its culture that have supported that growth, empowerment and what it means for them. This interview follows on from my recent interview – Customer experience, personalisation and how not to be creepy – Interview with Tara Kelly – and is number 226 in

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Customer engagement transformation

Customer Engagement Transformation Conference

This post was originally published on the Engage Customer website here. On Thursday 6th July I had the pleasure of chairing proceedings in Hall 2 of the Customer Engagement Transformation Conference that took place at the Victoria Park Plaza hotel in London. The theme of the day was to ‘help delegates in their quest to transform the way they interact with customers in order to reap the rewards of successful engagement’. All good and very interesting stuff and I was

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Towards zero percent agent turnover in the contact centre – Interview with Tom Goodmanson

Zero

Today’s interview is with Tom Goodmanson, President and CEO of Calabrio, a call centre software provider. We talk about contact centres, their importance, the lack of attention that they sometimes receive and some of the perennial problems that they struggle with including agent turnover. This interview follows on from my recent interview – Aligning the organisation around three key journeys and why passenger experience equals employee experience – Interview with Mattijs ten Brink of Transavia – and is number 223

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Aligning the organisation around three key journeys and why passenger experience equals employee experience – Interview with Mattijs ten Brink of Transavia

Mattijs ten Brink at Pegaworld

Today’s interview is with Mattijs ten Brink, Chairman & CEO of Transavia, a Dutch low-cost airline which is a wholly owned subsidiary of KLM and part of the Air France/KLM group. I had a chance to sit down and chat with Mattijs when I met up with him at Pegaworld earlier this month. We talk about how Transavia competes against larger competitors, how they are building an agile and adaptable organisation, the passenger and employee experience and a fascinating piece

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