How To Wow – A new customer experience video course on Skillshare

How To Wow Course On Skillshare

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

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How D.O.M.O.R.E. will help you deliver an outstanding customer experience – Interview with Blake Morgan

More

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

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Wayfair’s innovative recruitment methods help drive their award winning customer service

Comic Con Guardians

In the world of customer service, frontline roles are evolving and are doing so rapidly. As higher levels of self-service and the utilisation of artificial intelligence, chat bots and other tech applications take hold, frontline customer service roles are evolving such that they are now starting to require deeper level thinking and problem solving skills. This is supported by research done by BT futurist Nicola Millard who published a report in 2014 called SuperAgent 2020, which found that the 2

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Your frontline employees hold the keys to improving your customer experience

brain network people

The business world is abuzz at the moment with lots of talk of artificial intelligence and it’s potential applications, particularly when it comes to the use of tools like neural networks. But, what is a neural network? Well, first of all neural networks are properly known as artificial neural networks (ANNs) and these are commonly described as‘ an interconnected system of neurons, as in the brain or other parts of the nervous system’. Now, ANNs are fascinating and offer so

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The power of social recognition in employee engagement – Interview with Ketti Salemme of TINYpulse

Cheers

Today’s interview is with Ketti Salemme, Senior Communications Manager at TINYpulse, an employee engagement platform that combines pulse surveys, peer recognition, and performance reviews. Ketti joins me today to talk about employee engagement, surveys and creative work hacks that drive the development of a great culture and employee satisfaction. This interview follows on from my recent interview – Insights from inside some of the world’s highest performing organisations – Interview with Brian MacNeice – and is number 211 in the

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Insights from inside some of the world’s highest performing organisations – Interview with Brian MacNeice

St Louis Cardinals

Today’s interview is with Brian MacNeice, Managing Director, Kotinos Partners & Co-Author of Powerhouse: Insider accounts into the world’s top high-performance organizations. He joins me today to talk about the book, some of the amazing companies that they interviewed in the course of researching the book and what we can learn from them. This interview follows on from my recent interview – The future is arriving now. Are you ready? – Interview with Anthony Abbatiello of Deloitte – and is

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The future is arriving now. Are you ready? – Interview with Anthony Abbatiello of Deloitte

Now

Today’s interview is with Anthony Abbatiello, principal, Deloitte Consulting LLP and global leader of Deloitte Leadership. He joins me today to talk about Deloitte’s newly released annual 2017 Global Human Capital Trends Report, some of the trends that emerged from the report and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience. This interview follows on from my recent interview – Building a culture of good engages customers,

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Building a culture of good engages customers, employees and drives business results – Interview with Ryan McCarty and Scott Moorehead

Doing Good

Today’s interview is with Ryan McCarty and Scott Moorehead, founders of Culture of Good and the authors of a new book: Build a Culture of Good. They join me today to talk about their company, their mission, their new book and how companies can boost their revenue and improve employee engagement by helping their people create positive change in the world on a daily basis all while doing their jobs. This interview follows on from my recent interview – Creating

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How to make phone conversations with customers better

phone service

Despite the introduction of all sorts of new technology, a myriad of new channels and a host of self-service options, when things go wrong, get complicated or become difficult for customers most of them will want to pick up the phone and talk to another human being. That behaviour makes phone conversations an integral and hugely important part of the whole customer experience, whether the conversations take place at the beginning (sales), middle (service) or the end (renewal) of the

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