A degree of humility always succeeds in business – Interview with Michael O’Leary of Ryanair

Today’s interview is with Michael O’Leary, Chief Executive of Ryanair, a European low-cost airline, headquartered in Dublin, Ireland. Ryanair is also the largest European airline by scheduled passengers carried and also the busiest international airline by passenger numbers. Michael joins me today after he responded to a recent article I wrote (Does Michael O’Leary Really […]

Customer feedback is the most effective way of improving the financial performance of a business – Interview with Guy Letts of CustomerSure

Today’s interview is with Guy Letts, founder and Managing Director of CustomerSure, a cloud based software firm that helps businesses gather feedback from their customers – not as an annual marketing exercise but as part of day-to-day business. Guy joins me today to talk customer reviews, customer feedback, a better way to do it and […]

Brands with purpose build better relationships with their customers – Interview with Jeremy Waite

Today’s interview is with Jeremy Waite, Head of Digital Strategy, EMEA @Salesforce Marketing Cloud. He joins me today to talk about his new book: From Survival to Significance. This interview follows on from my recent interview: Copying your way to increased innovation, creativity and competitive advantage – Interview with Mark Earls – and is number […]

Copying your way to increased innovation, creativity and competitive advantage – Interview with Mark Earls

Today’s interview is with Mark Earls, a writer and consultant to business and government on marketing and communications as well as being a leading thinker on brands and behaviour. He joins me today to talk about his new book: Copy, Copy, Copy: How to Do Smarter Marketing by Using Other People’s Ideas. This interview follows […]

Customer experience: UK brands are 2-3 years behind the US – Interview with David Conway of Nunwood

Today’s interview is with David Conway who is a senior partner and Chief Strategy Officer at Nunwood, an international customer experience consultancy focused on ‘full-service’ customer experience management (CEM). David joins me on the podcast today to talk about Nunwood’s US Customer Experience Excellence Report 2015 that they have just released, some insights into what […]

Scaling customer and employee trust – Interview with Peter Muhlmann of Trustpilot

View image | gettyimages.com Today’s interview is with Peter Mühlmann, Founder and CEO of Trustpilot. You might recall that I interviewed Jan Jensen, Trustpilot’s CMO back in July 2014 about ‘Using customer reviews to drive service improvement, WoM and growth’. This time around Peter joins me on the podcast to talk about they have been […]

Text messaging: a customer service channel whose time has come – Interview with John Huehn of In The Chat

Today’s interview is with John Huehn, founder, President & CEO of In The Chat, a social media sales and customer service company, that is aiming to make text message and social customer service easy with their software. John joins me today to talk about how text messaging as a customer service channel doesn’t get the […]

Social listening could replace traditional voice of the customer methods – Interview with Dana Miller of Crimson Hexagon

Today’s interview is with Dana Miller, the SVP of Client Services at Crimson Hexagon, a social media data analytics firm that enables users to listen to and understand the opinions expressed on social media. Dana joins me today to talk about “voice of the customer” (VoC) programmes and how listening in social media can help. […]

Turning your customers into a horde of zombie loyalists – Interview with Peter Shankman

Today’s interview is with Peter Shankman, an author, entrepreneur, speaker, and worldwide connector. Peter joins me today to talk about his new book: Zombie Loyalists: Using Great Service to Create Rabid Fans, a book about how to create fans that not only keep returning to do business with you but also help you massively grow […]