Communities will become a core engine of commerce, innovation, experience, loyalty and service – Interview with Rob Tarkoff

Community

Today’s interview is with Rob Tarkoff, President and CEO of Lithium Technologies, a digital customer experience platform company. Their technology both powers some of the world’s largest online communities and helps some of the worlds largest brands with social customer care and publishing. Rob joins me today to talk about some recently published research, engagement, what it is, what it isn’t, what brands should be doing more and less of to help them engage more with their customers and the

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Online reviews have significant ROI with customers and prospects

This is a guest post from Adam Beeson, director of communications, G2 Crowd. Online reviews matter, a lot. A 2016 Local Consumer Review Survey from SEO and citation building service BrightLocal found that 84 percent of people trust online reviews as much as personal recommendations. In one year, that number jumped up by four points. With so many potential and current customers seeking information about your product or your company’s strengths and weaknesses, it is important to know how to

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What a BBC Radio sports programme taught me about customer surveys

Radio 5 Live

Recently on my own blog I wrote a piece called: Is 2% OK with you? Five ways to dramatically improve your customer feedback survey response rates. In the article, I advocated for companies to do five things when asking their customers for feedback. Here is a summary of the five things: 1. Make it relevant – too many surveys ask too many questions that are irrelevant to the customer and their experience. Eliminate these questions and focus on the customer’s

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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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