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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Do you really want to create a frictionless customer experience?

Amazon Go

One of the items rising up the customer experience agenda at the moment is the objective of creating a frictionless experience. Now, I’m a fan of removing the ‘grit’ from the customer’s experience. You know…the little things that makes things hard or uncomfortable. But, to completely remove all the ‘friction’ from the customer experience? Is that wise? Consider a few examples: Digital design agency, Huge, is developing a coffee shop concept based on a new “anticipatory design” philosophy, which concentrates

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How to do extraordinary things for your customers and your people – Interview with Bill Taylor

Today’s interview is with Bill Taylor, co-founder and founding editor of Fast Company, who now spends his time writing books and speaking to leadership audiences. Bill joins me today to talk about his new book: Simply Brilliant: How Great Organizations Do Ordinary Things In Extraordinary Ways, why he wrote it, it’s central thesis, who’s it for, some of the great stories in it and what’s its purpose. This interview follows on from my recent interview – The rationale behind choosing

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The rationale behind choosing a high-touch and high-cost route to serve our customers – Interview with Matthias Murin

Today’s interview is with Matthias Murin, Group Manager Customer Service at DocMorris, a Dutch online and mail-order pharmacy that provides medicines primarily to customers in Germany. Matthias joins me today to talk about DocMorris’ approach to customer service, the challenges of delivering a great customer experience over the phone and via email and why they have opted to go down a high-touch, high cost route when the industry wide trend is to try and reduce the cost to serve and

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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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Technology has made people very productive but it has undermined their creativity – Interview with Chris Lewis

Today’s interview is with Chris Lewis, CEO of global communications agency, LEWIS. Chris joins me today to talk about his new book: Too Fast to Think: How to Reclaim Your Creativity in a Hyper-connected Work Culture, the idea behind it, what he means by creativity, what are the implications of the hyper connected work culture we live in and what people can do about it. This interview follows on from my recent interview – How Tower grew by over 40%

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Service design and creating experiences that work for customers, employees and stakeholders – Interview with Birgit Mager

Today’s interview is with Birgit Mager who is the Professor for Service Design at KISD, the Köln International School of Design, based in Cologne, Germany and the president of the International Service Design Network (SDN). Birgit joins me today to talk about service design, design thinking, why it’s becoming more and more popular and how it can be used to produce better outcomes for organisations, customers and employees. This interview follows on from my recent interview – The benefits of

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Using analytics, decisioning and robotics to improve the employee and customer experience – Interview with Kerim Akgonul of Pega

Today’s interview is with Kerim Akgonul who is Senior Vice President of Products at Pega and is responsible for the company’s suite of Customer Relationship Management (CRM) applications. I had a chat with Kerim at their annual customer event: Pegaworld 2016to find out more about what they are up to, what makes them different and how they are fast becoming the big, new challenger in the CRM space. This interview follows on from my recent interview – Your people know

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Lean UX: The foundation for continuous innovation

This is a guest post from Jouk Pleiter, CEO of fintech company Backbase. Lean UX is as much a philosophy as it is a set of practices, all geared towards trimming the fat from the way legacy-based banks create customer experiences. In a nutshell, the reason why digital innovators are now singing the virtues of having a Lean UX design process is because it’s the first methodology that doesn’t just create successful customer experiences efficiently, it also adds real business

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