Building valuable customer support communities – Interview with Rob Howard of Zimbra

#184916120 / Today’s interview is with Rob Howard who is the Chief Technology Officer of Zimbra, a leader in the unified collaboration software space. Their solutions include email, calendaring, file sharing, activity streams, social communities and more. Rob joins me today to talk about how Texas Instruments leverages Zimbra’s online community software to drive […]

Is gossip holding back your employee engagement efforts?

A few days ago, I saw an article on a new global employee engagement study which had just been released by ORC International. The study which surveyed more than 7,000 employees across 20 countries produced some interesting but also worrying results. Worrying, in particular, if you are running a business in the UK, which ranked […]

Scaling up excellence is not a footprint problem but a mindset problem – Interview with Huggy Rao

Today’s interview is with Huggy Rao, Atholl McBean Professor of Organizational Behavior and Human Resources at Stanford Graduate School of Business and co-author of a new book, with Robert Sutton, called: Scaling Up Excellence: Getting to More Without Settling for Less. Huggy joins me today to talk about the book, the key scaling challenges that […]

Warmth, competency and customer experience – Interview with Chris Malone about The Human Brand

Today’s interview is with Chris Malone, founder of Fidelum Partners and recent author with Professor Susan T Fiske at Princeton of a new book: The Human Brand: How We Relate to People, Products, and Companies. Following an introduction by Stan Phelps, who reviewed the book here, Chris was kind enough to make some time to […]

Are you sure your customers will wait two years for you to change?

Back in October of last year, IBM released the latest version of it’s Global C-suite Study. This study was made up of 4,183 conversations with C-suite leaders in 70 countries and across more than 20 industries. Their analysis of the conversations uncovered three major issues that the C-suite executives feel they need to embrace if […]

Do You Need To Change Your Organisational Structure To Improve Your Customer Experience?

I’ve been thinking about whether an organisation’s structure impacts it’s ability to deliver great customer experiences recently. I’ve also been exploring this in my podcast interview series, where I interview leading authors, entrepreneurs and business leaders about what it takes to deliver great service and customer experiences. What I’m finding is that to deliver great […]

Customer engagement and the alignment of sales, marketing and customer service – Interview with Tim Pickard of NewVoiceMedia

Today’s interview is with Tim Pickard, who is Chief Marketing Officer for NewVoiceMedia, a leading cloud multi-channel contact centre provider. Tim joins me today to talk about cloud contact centre technology, the technology cycle and the rate of adoption by larger organisations and an issue that they are championing called ‘One Agenda’. This interview follows […]

Delivering first-class customer service – a law firm’s perspective – Interview with QuastelMidgen

Today’s interview is with Michael Haringman and David Quastel of QuastelMidgen, a law firm in London. Michael is the firm’s senior partner and David is the firm’s managing partner. They join me today to talk about doing things differently in the legal industry, their model of partner led service and what it means to deliver […]

Looptail and changing the world through fully engaged employees and customers – Interview with Bruce Poon Tip

Today’s interview is with Bruce Poon Tip, founder of G Adventures and the Planeterra foundation. Bruce recently had a book published called Looptail: How One Company Changed the World by Reinventing Business, which recounts the story of the founding and development of G Adventures from a garage office start-up into the largest small group adventure […]