The implosion of trust and what to do about it

For the last 17 years, Edelman, a global communications marketing firm, has published it’s Trust Barometer, an annual survey of more than 33,000 respondents from around the world that investigates the state of trust and credibility that exists between individuals and different types of organisations (government, media, business and NGOs). Earlier this month they published […]

How middle managers can boost employee engagement and customer experience

It’s pretty well understood that having a high level of employee engagement fuels better levels of service, a more engaging customer experience and better business results. Gallup research supports this and shows that firms with a highly engaged workforce experience tend to have: 37% less absenteeism; Between 25% and 65% lower staff turnover, depending on […]

How the customer experience vision gap is holding many organisations back

In a world that is moving faster and faster and where it seems like we have less and less time to think, there is better way to approach problems, particularly when it comes to those associated with improving and developing the customer’s experience. Doing so will allow organisations to develop an increased ability to deliver […]

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 […]

Employee engagement: Beyond surveys

This is a guest post from Jean-Marc Robillard, Director of Marketing with nGUVU. After listening to an interview recently (ref: Podcast – Jo Moffatt interviews Adrian Swinscoe), I found myself vehemently nodding in agreement during the entire broadcast, and had to share some of my conclusions with Adrian on this very same blog. It’s true, employee […]

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 […]

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 […]

Is it time to stop talking about employee engagement?

Today’s podcast interview is a little different as it is an interview that I did earlier this year with the folks over at Engage For Success. My interviewer is Jo Moffat and over the course of our discussion we attempt to tackle the question: Is it time to stop talking about employee engagement? This interview […]

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. […]