Taziki’s is closing the disability employment gap and enriching their customer and employee experience at the same time – Interview with Dan Simpson

Taziki's_Mediterranean_Café,_Suwanee_GA,_Oct_2017

Today’s interview is with Dan Simpson, CEO of Taziki’s Mediterranean Café, which is a fast casual chain of franchised restaurants based in Birmingham, Alabama that purveys Greek and Mediterranean cuisine such as gyros, sandwiches, soups, and salads. Dan joins me today to talk about Tazikis and eudaimonia, what it is, how they bring it to life, bringing hope and joy to others and what companies should be doing differently to improve their customer experience. This interview follows on from my

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If you want to improve your B2B customer experience, manage customer distress – Interview with Robert C. Johnson of TeamSupport

Today’s interview is with Robert Johnson, the co-founder and CEO of TeamSupport.com, a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Robert joins me today to talk about the difference between B2B and B2C customer experience, the Customer Distress Index (CDI) and what B2B companies should be doing differently to improve their customer experience. This interview follows on from my recent interview – The Commonwealth of

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Are you brave enough to bring your customers or patients into your boardroom?

board meeting

A couple of weeks ago I took a bunch of people, from one of my clients, to visit The Walton Centre in Liverpool as part of a customer service excellence and continuous improvement programme. Not only is The Walton Centre a world class facility that specializes in neurology, neurosurgery, spinal and pain management services, it is also an award winning organization in terms of how it manages its people having been awarded the Investors in People Gold Standard (2014, 2017)

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

20 percent

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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An Emotional Connection – The Key To Customer Loyalty

connect

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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Building your positivity muscle and the impact it can have on customer experience – Interview with Matt Prowse of IAG

Positive

Today’s interview is with Matt Prowse, Customer Enablement Director at Insurance Australia Group (IAG). Matt joins me today to talk positivity, why we should add a little more of it into our own organisations, what they have done to with their ‘With Thanks’ programme amongst other initiatives, how they got senior executives talking to customers and the impact all of this has had on IAG. This interview follows on from my recent interview – Playing the customer experience game to

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How to effectively deal with unhappy clients

unhappy happy

This is a guest post from Jamie Costello, an aspiring business/legal writer. Regardless of the nature of your business and your excellent 5-star ratings, somewhere along the line you’re bound to encounter at least one unhappy client. However, the majority of the time it’s not what made them unhappy in the first place that matters, but it’s how you aim to resolve it that can be key. It’s understanding the best way to react that can inevitably help you to keep

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Should you be considering the use of blockchain to power your customer loyalty program?

blockchain

Distributed ledger technology, commonly known as blockchain, is a technology that has received a lot of attention in the last few months, particularly as the underlying technology powering crypto-currencies like Bitcoin. However, outside of crypto-currencies many entrepreneurs, large organizations, governments and technologists are exploring other applications of blockchain technology including everything from digital voting to the recording and protection of both formal and informal property holdings. Given the broad range of possible applications of this technology, I’ve recently been wondering

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Customer loyalty requires more than technology — It needs the human touch

michelangelo

This is a guest post from Kris McKenzie, Senior Vice President and General Manager for EMEA at Calabrio Today’s customers are more empowered than ever, and with that comes increasing demands for a better customer experience. More than 41 million people in the U.K. own smartphones, and customers are finding freedom in these pocket-sized devices: 70 percent of consumers admit that technology makes it easier for them to take their business elsewhere when expectations aren’t met. To meet those expectations,

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