Improve service and keep customers by not being a magpie

Wherever I turn these days, I hear and read mentions of social customer service – the provision of customer service by social media channels – and how it’s great and will transform the delivery of customer service in organisations. Maybe. But, is there a bigger thing at play here? Is it that we, in business, are all ‘magpies’ by nature and only interested in the next, new and shiny thing? I think so. So, let’s call it how it is……social

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Don’t hide from customer complaints, negative online reviews or feedback

Most businesses fret about bad reviews online and do their utmost to avoid them. However, I was reading The Icarus Deception by Seth Godin the other day and saw a picture (p. 97) of one business owner’s response to a negative online review that made me laugh out loud (literally). The story originally appeared in The Huffington post in Sandwich Shop Advertises Worst Meatball Sandwich Of Yelper’s Life. In this case, the business owner responded with humour and a realisation

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CRM, social media, social business and the future – Interview with Jon Ferrara of Nimble

Recently, I spoke to David Meerman Scott in Inbound marketing is about instant communications and creating content – Interview with David Meerman Scott. To follow that and as a result of my attendance at that conference, I met Richard Young (@richard_y), the Director of EMEA at Nimble. He arranged for me to speak to Jon Ferrara, the CEO of Nimble and a veteran and pioneer in the Customer Relationship Management (CRM) and Social CRM space. In the interview, we have

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Customer service in the future will be a company wide mentality and not a department – Interview with Dave Carroll of United Breaks Guitars

Following on from my recent interview, True customer engagement is not based on click throughs or contests – Interview with Wendy Lea, CEO of Get Satisfaction, today I am pleased to present to you an interview I recently did with Dave Carroll, a singer songwriter and the maker of the famous United Breaks Guitars video on Youtube. Whilst still a singer songwriter, he is now also an entrepreneur, speaker and an author of a new book: United Breaks Guitars –

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Social customer service can make your business more customer focused – Interview with Joshua March, Conversocial

Following on from my recent interview, Spread the love – Interview with Alexis Dormandy of LoveThis.com, today I’m very excited to share with you an interview that I conducted with Joshua March, the CEO and co-founder of Conversocial, back in August about his company and social customer service. This interview makes up number twenty-nine in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses. Below are

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Retailers and their customers – what’s now and what’s next – Interview with Ian McGarrigle of the World Retail Congress

Following on from my recent interview, #PositivelySocial and why customer service in social media is a failure – Interview with Frank Eliason, today I’m very excited to share with you an interview that I recently conducted with Ian McGarrigle, Chairman of the World Retail Congress about the upcoming conference in London on 19th-21st September where they will be discussing the key topics at the heart of every retail boardroom – customer understanding, changing patterns of behaviour, mobile, stores, omni-channel, sustainability,

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#PositivelySocial and why customer service in social media is a failure – Interview with Frank Eliason

Following on from my recent interview, Employee engagement is not something that is done to employees – Interview with Kevin Kruse, today I’m very excited to share with you an interview that I recently conducted with Frank Eliason, the father of social service or customer service on social media, about his new book. This interview makes up number twenty-five in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in

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4 Ways Technology Can Improve Customer Service

This was a post that was originally posted on the Biztech magazine site in early July but I thought that I’d share it here with you too. Make sure your business is using technology in a way that helps, not hinders, the customer experience. When it comes to using technology for business, it’s easy to get distracted by the latest shiny new object. Social media, tablets and the cloud have created a tremendous amount of buzz about the revolutions each

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Social Customer Service: How to Get Over Your Fear of Social Media

Following on from our interview (The customer service revolution is here and now – Interview with Mikkel Svane CEO of Zendesk) Mikkel agreed to write a guest post for the blog. Here it is: Get Over Your Fear of Social Media A lot of companies still find social media intimidating. They’ve heard the horror stories of businesses having their dirty laundry aired in public, so their plan of action is to avoid it all together. There are also those that

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