Customer experience leaders: When was the last time you went to the gemba?

Gemba

Have you ever heard of the expression: ‘Going to the gemba’ ? It originates from Taiichi Ohno, father of the Toyota Production System, and suggests that managers should regularly go to the place where ‘value is created’ to both learn and look for ways to improve how things are done. Now, gemba is a Japanese word and means “the real place” i.e. the place where things actually happen. For example, TV reporters talk about ‘reporting from the gemba’ whilst police

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How to improve customer experience using employee feedback

feedback

This is a guest post from Sreeram Sreenivasan, Founder & CEO of Ubiq BI. Typically, businesses conduct customer surveys & interviews and apply the feedback to provide a better customer experience. But that’s just one half of the story. What if there was a more powerful source of customer insights, available right at your doorstep: your own employees. Although a single customer can share his/her experience at various touch points during their journey, their insights are only about themselves and not everyone

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Eliminate blindspots and build engagement by getting to know your company better – Interview with Claire Lew

Blindspot

Today’s interview is with Claire Lew, CEO of Know Your Company, a software tool that helps business owners get to know their employees better and overcome company growing pains. Claire joins me today to talk about spinning out from Basecamp, the problem that Know Your Company solves, how they do what they do and the sort of impact that it has. This interview follows on from my recent interview – Overcoming the barriers to delivering an excellent citizen experience –

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Cut half of your meetings to engage more with customers

Bored Meetings

This is a guest post from Kevan and Alan Hall, authors of a new book: Kill Bad Meetings. In 23 years of working with organisations around the world to improve their engagement with customers and internal staff, time and again the issue comes back to meetings. Meetings are where collaboration and decision making happens and where we spend on average two days a week, half of it wasted. If we can get our meetings right we can have a significant impact

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Heroes and the craft of customer support – Interview with Nick Francis

support

Today’s interview is with Nick Francis, CEO and co-founder of Help Scout, a Saas software company that provides an email-based customer support platform, knowledge base tool, and an embeddable search/contact widget for customer service professionals. Nick joins me today to talk about the ‘craft’ of customer support, making support and contact centre agents heroes and their latest Customer Support Survey. This interview follows on from my recent interview – Marrying self organising teams and customer obsession – Interview with Andrew

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Marrying self organising teams and customer obsession – Interview with Andrew Lawson

Handshake

Today’s interview is with Andrew Lawson, Chief Product Officer of Zopa.com, a UK online personal finance peer-to-peer lending company founded in 2005. Andrew joins me today to talk about customer service, customer obsession, what it means to them and the shift to self-organising teams that they have recently undertaken. This interview follows on from my recent interview – Customer service and moving from the enterprise to the flexiprise – Interview with Keith Leimbach – and is number 230 in the

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Customer experience, opaque AI and the risk of unintended consequences

Rob Walker keynote at Pegaworld 2017

In recent days we have seen an escalation in the war of words between Elon Musk and Mark Zuckerberg surrounding the dangers of artificial intelligence (AI). Musk worries that if unregulated AI will grow and grow in influence and could ultimately pose an existential threat to humanity. As a result, he is advocating that governments need to start regulating the technology. Zuckerberg, on the other hand, disagrees on the need for more regulation and is more sanguine about the prospects

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Customer service and moving from the enterprise to the flexiprise – Interview with Keith Leimbach

Work at home

Today’s interview is with Keith Leimbach, CEO of Liveops, a leading virtual contact center solutions company for the financial, health care, insurance and retail industries. Keith joins me today to talk about the human and tech balance in customer experience, striking the right balance and maintaining quality standards when you are managing a network of 20,000 virtual agents. This interview follows on from my recent interview – Understanding a customers context is the key to self-service success – Interview with

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Bridging the employee engagement gap through effective communications

Employee engagement

This is a guest post from Maurice De Castro, the Founder of Mindful Presenter. Employees are the lifeblood of any business. Regardless of an organisation’s size and function, employees’ health and outlook will have a huge impact on productivity. In recent years, employee engagement has become a key area of focus for HR and management. Some reports suggest that as little as 13% of the world’s workforce are feeling engaged in their current role. This leaves employers questioning how they

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