Overcoming the barriers to delivering an excellent citizen experience – Interview with Ryan Hollenbeck and David Moody

Motherwell Civic Centre

Today’s interview is with Ryan Hollenbeck and David Moody from Verint Systems, a global technology firm that provides Actionable Intelligence® solutions, to both public and private sector organisations, with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. David and Ryan join me today to talk about citizen experience, overcoming barriers to implementing successful digital strategies, particularly in the government and public sector arena and what government and public sector organisations could be doing better. This

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Is 2% OK with you? Five ways to dramatically improve your customer feedback survey response rates

Five

Asking customers for feedback is an essential part of the improvement process for any business and, I’m pleased to say that, many companies now do ask their customers for feedback whether it is using methods like customer satisfaction surveys, Net Promoter Score (NPS) or Customer Effort Score (CES). But, many of them, despite working hard to deliver great service and build up trust with their customers, undo a lot of their great work through the way that they go about

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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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The keys to customer success

Success

In December of last year, I was asked to participate in an expert panel on customer success team performance. The invite came from Darren Noy, Chief Science Officer of Kannetic, a start up that is building solutions that tap into the power of collective intelligence to help build high performing teams and organizations. Using a process similar to the Delphi-method, Darren asked myself and 14 other participants to answer three surveys (one 10-minute, one 20-minute, and one 30-minute survey) where

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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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Creating a customer obsessed culture and going from NPS -4 to +80 – Interview with Amy Downs of Lifesize

Obsessed

Today’s interview is with Amy Downs, the Chief Happiness and Customer Success Officer of Lifesize, a provider of enterprise & business-class video, audio, & web conferencing solutions, software, equipment & support. Amy joins me today to talk about customer obsession, Lifesize’s transformation and what it takes to turn an Net Promoter score (NPS) of – 4 into a score of +80 in roughly 730 days. This interview follows on from my recent interview – Non-obvious trends and what they mean

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Fostering a listening culture is the best way to deliver better customer and employee outcomes – Interview with Rob Pace of HundredX

Today’s interview is with Rob Pace, the founder and CEO of HundredX, a technology platform/app that works with major brands such as professional sports teams, Mary Kay and the University of Notre Dame, to provide listening solutions and collect real-time feedback from customers and employees. Rob joins me today to talk about a number of things including customer feedback, HundredX’s research, listening, outcomes and why they use emojis rather than numerical scales? This interview follows on from my recent interview

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Many brands are losing touch with crucial ‘moments of truth’ – Interview with PV Kannan of [24]7

Today’s interview is with PV Kannan, the co-founder and CEO of [24]7, a customer engagement platform which assists several hundred million visitors across all channels, and engages in 1.5 billion conversations annually, most of which are automated. PV joins me today to talk about [24]7, what they are up to, utilising AI and intelligent assistants in the deliver and improvement of customer experience, the balance of tech and the human touch in customer experience and his view on achieving the

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The three best gifts that you could give your customers

I’ve been starting to wonder about gifts in the last few days. Not as a result of all of the Black Friday and Cyber Monday hoopla but gifts for another set of occasions ……gifts for my nieces’ and god-daughter’s upcoming birthdays, another for a good friend’s upcoming 40th as well as gifts for friends and family for Christmas. Now, given that I’ve been thinking about gifts, I also started to wonder more broadly about what constitutes a ‘good gift’. Personally,

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