Nearly 60% of customers will go elsewhere following a bad delivery experience – Interview with Angela O’Connell of MetaPack

Today’s interview is with Angela O’Connell, the Strategy & Marketing Director for MetaPack. Founded in 1999, MetaPack provides a SaaS delivery management system to retailers, third-party logistics companies and carriers enabling better choice and more freedom in delivery options to all consumers, both in B2B and B2C markets. Angela joins me today to talk about […]

Proactive customer service drives customer loyalty – Interview with Stew Bloom of Aspect

#185319589 / gettyimages.com Today’s interview is with Stew Bloom, CEO of Aspect, who help enterprise contact centres deliver their customer experiences across every channel through their software platform. Stew joins me today to talk about proactive customer service and why proactive customer service drives customer loyalty. This interview follows on from my recent interview: Social […]

Social leadership and why the C-Suite has to go social – Interview with Ted Coiné and Mark Babbitt

#182765845 / gettyimages.com Today’s interview is with Ted Coiné and Mark Babbitt, co-authors of a new book called: A World Gone Social: How companies must adapt to survive. They join me to talk about their book, the challenges that they see many firms facing, how to address these challenges and why customer service is not […]

Find and fix customer problems by hiring a Customer Advocacy Manager – Interview with Carey Smith and Dave Waltz of Big Ass Fans

Today’s interview is with Carey Smith, founder & CEO (Chief Big Ass), and Dave Waltz, Customer Advocate, of Big Ass Fans, a manufacturer of high-volume low-speed fans for industrial, agricultural, commercial and residential use. Carey and Dave join me today to talk about how their customer service strategy has been central to growing the business […]

Moving from the era of CRM (Customer Relationship Management) to the era of CMR (Customer Managed Relationships) – Interview with Geraldine McBride of MyWave

Today’s interview is with Geraldine McBride, CEO of MyWave, a next generation CRM solution that puts the customer in charge of their data and their experience. Geraldine joins me today to talk about MyWave, the emerging Personal Information Management (PIM)/Customer Managed Relationship (CMR) space and how we are moving from the era of CRM (Customer […]

Five key trends that will define the future of customer service – Interview with David Mattin of trendwatching.com

#173966573 / gettyimages.com Today’s interview is with David Mattin, Head of Trends & Insights at trendwatching.com, who help over 260,000 subscribers and 1,200+ clients understand the new consumer and uncover innovation opportunities through their reports and trend watching services. David joins me today to talk about their September 2014 Trend Briefing – The Future Of […]

Quantifying the business value of a great customer experience – Interview with Peter Kriss of Medallia

#96631972 / gettyimages.com Today’s interview is with Peter Kriss, Senior Research Scientist at Medallia, whose software helps corporations track and manage the experiences of their customers. Medallia’s software, delivered as an Internet service, integrates and delivers data from everywhere that a company that touches a customer, analyses it and presents it visually so that employees […]

Big and little data, building trust and B2B marketing – Interview with Charlie Peters of Emerson

#108370865 / gettyimages.com Today’s interview is with Charlie Peters, who is Senior Executive Vice President of Emerson, a diversified global manufacturing and technology company that is working to solve the world’s most complex engineering challenges. Emerson has a market capitalisation of $45 billion, approximately 135,000 employees and 235 manufacturing locations worldwide. Charlie is a 40+ […]

Business needs to be agile and customer centric if it is to avoid the coming customerpocalypse – Interview with Alan Trefler, CEO of Pegasystems

#200188893-002 / gettyimages.com Today’s interview is with Alan Trefler, who is the Founder and Chief Executive Officer of Pegasystems, the publicly traded American software company which has several products that focus on customer service and predictive analytics. Alan joins me today to talk about his new book: Build For Change, which argues for a complete […]