Wayfair’s innovative recruitment methods help drive their award winning customer service

Comic Con Guardians

In the world of customer service, frontline roles are evolving and are doing so rapidly. As higher levels of self-service and the utilisation of artificial intelligence, chat bots and other tech applications take hold, frontline customer service roles are evolving such that they are now starting to require deeper level thinking and problem solving skills. This is supported by research done by BT futurist Nicola Millard who published a report in 2014 called SuperAgent 2020, which found that the 2

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Your frontline employees hold the keys to improving your customer experience

brain network people

The business world is abuzz at the moment with lots of talk of artificial intelligence and it’s potential applications, particularly when it comes to the use of tools like neural networks. But, what is a neural network? Well, first of all neural networks are properly known as artificial neural networks (ANNs) and these are commonly described as‘ an interconnected system of neurons, as in the brain or other parts of the nervous system’. Now, ANNs are fascinating and offer so

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The power of social recognition in employee engagement – Interview with Ketti Salemme of TINYpulse

Cheers

Today’s interview is with Ketti Salemme, Senior Communications Manager at TINYpulse, an employee engagement platform that combines pulse surveys, peer recognition, and performance reviews. Ketti joins me today to talk about employee engagement, surveys and creative work hacks that drive the development of a great culture and employee satisfaction. This interview follows on from my recent interview – Insights from inside some of the world’s highest performing organisations – Interview with Brian MacNeice – and is number 211 in the

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Insights from inside some of the world’s highest performing organisations – Interview with Brian MacNeice

St Louis Cardinals

Today’s interview is with Brian MacNeice, Managing Director, Kotinos Partners & Co-Author of Powerhouse: Insider accounts into the world’s top high-performance organizations. He joins me today to talk about the book, some of the amazing companies that they interviewed in the course of researching the book and what we can learn from them. This interview follows on from my recent interview – The future is arriving now. Are you ready? – Interview with Anthony Abbatiello of Deloitte – and is

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The keys to customer success

Success

In December of last year, I was asked to participate in an expert panel on customer success team performance. The invite came from Darren Noy, Chief Science Officer of Kannetic, a start up that is building solutions that tap into the power of collective intelligence to help build high performing teams and organizations. Using a process similar to the Delphi-method, Darren asked myself and 14 other participants to answer three surveys (one 10-minute, one 20-minute, and one 30-minute survey) where

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The future is arriving now. Are you ready? – Interview with Anthony Abbatiello of Deloitte

Now

Today’s interview is with Anthony Abbatiello, principal, Deloitte Consulting LLP and global leader of Deloitte Leadership. He joins me today to talk about Deloitte’s newly released annual 2017 Global Human Capital Trends Report, some of the trends that emerged from the report and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience. This interview follows on from my recent interview – Building a culture of good engages customers,

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Building a culture of good engages customers, employees and drives business results – Interview with Ryan McCarty and Scott Moorehead

Doing Good

Today’s interview is with Ryan McCarty and Scott Moorehead, founders of Culture of Good and the authors of a new book: Build a Culture of Good. They join me today to talk about their company, their mission, their new book and how companies can boost their revenue and improve employee engagement by helping their people create positive change in the world on a daily basis all while doing their jobs. This interview follows on from my recent interview – Creating

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Creating a customer obsessed culture and going from NPS -4 to +80 – Interview with Amy Downs of Lifesize

Obsessed

Today’s interview is with Amy Downs, the Chief Happiness and Customer Success Officer of Lifesize, a provider of enterprise & business-class video, audio, & web conferencing solutions, software, equipment & support. Amy joins me today to talk about customer obsession, Lifesize’s transformation and what it takes to turn an Net Promoter score (NPS) of – 4 into a score of +80 in roughly 730 days. This interview follows on from my recent interview – Non-obvious trends and what they mean

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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 the 2017 edition of the Trust Barometer and their results suggest that over the course of the last year there has been an implosion of

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