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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How doing less is delivering more for this business, it’s employees and it’s customers

We now live in an always on, always connected, 24/7/365 world. And, to compete in such a world, a company needs to have a real-time omni-channel presence, where it constantly monitors, matches and meets the ever changing needs of it’s customers. Right? Well, that seems to be the prevailing wisdom. But, isn’t there a problem with that? If everyone is trying to do more and more to become better and better does it not, at some point, become harder and

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What does customer engagement really mean?

We’re now firmly in the last quarter of the year and many firms will be busy thinking about strategy and budgets for next year. Amongst all of the planning and strategy making, how to improve customer service, customer engagement and customer experience are likely to be playing a large part in many of the discussions. Now, customer service and overall customer experience is pretty easy to understand. At least, it’s pretty straight forward to gauge what is good, what is

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Over 50% of a customer’s experience is driven by how they feel – Interview with Colin Shaw

Today’s interview is with Colin Shaw, Founder and CEO of Beyond Philosophy™, a global customer experience consultancy. Colin joins me today to talk about his new book (The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level – co-authored with Ryan Hamilton, a Professor of Marketing at Emory University in Atlanta, Georgia and a Beyond Philosophy colleague) and what insights companies can draw from neuroscience and behavioural economics to make their organisations and customer experience better.

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Do you know what your customers truly want?

This is a guest post by Lexie Lu, a designer and regular blogger at Design Roast. As many as one-third of adults in the United States have “broken up” with a brand because they felt that the marketing wasn’t relevant to them or it was disruptive. When it comes to marketing, it can be difficult to fully understand what your customers truly want. If you can determine what customers want, you can figure out how to reach them and entice

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The benefits of surveying your customers at the point of experience – Interview with Lee Evans of SurveyMe

Today’s interview is with Lee Evans, the Chief Executive Officer & Founder of SurveyMe, a fast, flexible and closed-loop approach to receiving, recording and rewarding ‘Point of Experience’ feedback. Lee joins me today to talk about customer surveys, closing the loop and linking feedback to action. This interview follows on from my recent interview – Delivering omni channel experiences that create memorable relationships – Interview with Janelle Matthews of Genesys – and is number 190 in the series of interviews

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5 Small businesses with killer customer service (and what you can learn from them)

This is a guest post by Meredith Wood who is the Head of Content and Editor-in-Chief at Fundera. If you own a small business, your biggest priority may be sales. But the single hardest thing to get right is probably customer service. Fortunately, most U.S. customers are willing to give you the benefit of the doubt: 81% of consumers think that SMBs deliver better service than big businesses. Unfortunately, 60% of consumers also believe businesses haven’t increased their focus on

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