Most websites fail to facilitate the customer journey – Interview with Mark Lancaster of SDL

Today’s interview is with Mark Lancaster, who is CEO of SDL, who provide technology and services to optimize the global customer experience for clients all over the world, including 42 of the top 50 global brands. Mark joins me today to talk about the challenges of delivering a global customer experience and what it takes to be successful at it. This interview follows on from my recent interview: Customer engagement and the alignment of sales, marketing and customer service –

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Choosing and comparing CRM software? – Pointers from the crowd.

Recently, I was asked to write a review for Nimble, a social CRM provider, on The purpose of the review was that the G2crowd site was compiling a ‘Best CRM Software Comparison’ grid (Grid℠ for CRM), which compares 22 leading Customer Relationship Management (CRM) software products/services in terms of customer satisfaction and scale. Disclosure: I have used Nimble and have, also, interviewed their CEO, Jon Ferrera in CRM, social media, social business and the future. However, I must admit

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Improve your social customer service, by all means, but improve your operations first

Just before Christmas a friend of mine tweeted me the following: One for your blog @adrianswinscoe how not to manage a facebot page On investigating the link, I found that a person by the name of Tamlin Magee had sent Domino’s Pizza the following message: hello domino’s pizza. i was thinking about eating your pizza the other day and felt immensely ill, i think it must have been something i thought of at domino’s, because i hadn’t thought about

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Content Marketing: One of the most customer-centric forms of marketing

I’ve taken a few days off over the Christmas and New Year period so this is a guest post from Jessica Davis, a Content Strategy Specialist with Godot Media. I’ll be back in the New Year. Until then, enjoy and best wishes to you and yours for the coming year. Content Marketing: One of the most customer-centric forms of marketing Of all the forms of marketing out there, content marketing is one of the most customer centric forms of marketing.

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Proactive Customer Service Starts With Changing Your Mindset

This post originally appeared on my column. Too many companies assume that all they need to do to enact proactive customer service is to buy some new technology. The reality is that making the shift to proactive customer service first requires a change in mindset and strategy. Recently, I had the chance to put this theory to the test and put some more ‘meat on the bones’ of it during a conversation with Software Advice Analyst Ashley Verrill, who

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Delivering Effective Social Customer Service – Interview with Carolyn Blunt and Martin Hill-Wilson

Today’s interview is with Carolyn Blunt and Martin Hill-Wilson, authors and leading experts in the field of customer service and social customer service. They agreed to join me to talk about their new book: Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation. This interview follows on from my recent interview: Marketing Requires Not Just New Tools and Skills But New Attitudes – Interview with Dee Blick – and is number

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Should CEOs be on social media? They should ask their customers, employees and future talent

There’s been a number of articles and bits of research that I’ve seen recently talking about the number of CEOs that are on social media. One, in particular, on Mashable points to a recent study by Domo and, which found that nearly 70% of Fortune 500 CEOs have no presence on the major social media networks (Facebook, Twitter, LinkedIn or Google+). Of the 30% that are on social media channels, nearly all of them (28%) are on LinkedIn, with

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Customer Satisfaction Is On The Rise Globally – Interview with Sam Boonin, VP Products at Zendesk

Today’s interview is with Sam Boonin, Vice President of Products at Zendesk, about their recently published Q2 Benchmark report that shows that customer satisfaction is on the rise globally. This interview follows on from my recent interview: Employee engagement is about human relationships not human resources – Interview with Luis Suarez of IBM – and is number seventy in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate, become more social

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Employee engagement is about human relationships not human resources – Interview with Luis Suarez of IBM

Today’s interview is with Luis Suarez @elsua, a leading thinker, Knowledge Manager, Community Builder and Social Software Evangelist for IBM. He agreed to talk to me about employee engagement following a Twitter exchange after I recently published Sustaining businesses successfully through Employee Engagement on the blog. I warn you that it is a longer interview than normal but it’s worth it and you should take the time to listen to it as there is some great, useful and insightful stuff

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