How to rapidly scale and still maintain the highest customer service standards – Interview with Ed Ariel

Thanks to xenlab for the image (https://www.flickr.com/photos/49502997010@N01/1339132018/)

Today’s interview is with Ed Ariel, VP of Customer Service at ezCater, the only US-wide marketplace for corporate catering. We talk about preserving your customer service standards through a period of rapid growth, ezCater’s unique elements within its culture that have supported that growth, empowerment and what it means for them. This interview follows on from my recent interview – Customer experience, personalisation and how not to be creepy – Interview with Tara Kelly – and is number 226 in

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Using agile approaches for breakthrough product innovation

Breakthrough

This is a guest post from Arthur D. Little. It was written by Mitch Beaumont, Ben Thuriaux, Prashanth Prasad, Chandler Hatton and Colin Davies. Breakthrough innovation – innovation aimed at delivering disruptive impact, or creating new market spaces or step-changes in product, process or business-model performance – is increasingly important for companies. However, outside of the software industry most organizations, especially those with complex engineered products and longer development lifecycles, struggle to deliver it systematically. This is principally because the

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Customer engagement transformation

Customer Engagement Transformation Conference

This post was originally published on the Engage Customer website here. On Thursday 6th July I had the pleasure of chairing proceedings in Hall 2 of the Customer Engagement Transformation Conference that took place at the Victoria Park Plaza hotel in London. The theme of the day was to ‘help delegates in their quest to transform the way they interact with customers in order to reap the rewards of successful engagement’. All good and very interesting stuff and I was

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Towards zero percent agent turnover in the contact centre – Interview with Tom Goodmanson

Zero

Today’s interview is with Tom Goodmanson, President and CEO of Calabrio, a call centre software provider. We talk about contact centres, their importance, the lack of attention that they sometimes receive and some of the perennial problems that they struggle with including agent turnover. This interview follows on from my recent interview – Aligning the organisation around three key journeys and why passenger experience equals employee experience – Interview with Mattijs ten Brink of Transavia – and is number 223

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Great service and why Basecamp only focuses on a couple of channels – Interview with Chase Clemons

Choice

Today’s interview is with Chase Clemons, a customer support team lead at Basecamp, a provider of project management and team communication software. We talk about Basecamp’s CEO Jason Fried assuming personal responsibility for all customer refunds, what that means in practice, what it’s like to work at Basecamp, what customer service means for them, particularly when they have approx 50 people in 30 different cities around the world and how they deliver great service to their clients. This interview follows

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Purpose and why it is important to employees and customers – Interview with Stan Phelps

Purpose

Today’s interview is with Stan Phelps, Founder of Purple Goldfish, a think tank of customer experience and employee engagement experts. Stan joins me today to talk about his new book: Red Goldfish: Motivating Sales and Loyalty Through Shared Passion and Purpose that he has co-authored with Graeme Newell. We talk about the book, why purpose matters to both customers and employees and also a number of ways that businesses are embracing purpose and what impact it is having. This interview

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The ROI of investing in employee experience – Interview with Jacob Morgan

office lobby

Today’s interview is with Jacob Morgan, a speaker, advisor, futurist and best-selling author on the future of work. Jacob joins me today to talk about his new book: The Employee Experience Advantage: How to Win the War for Talent by Giving Employees the Workspaces They Want, the Tools They Need, and a Culture They Can Celebrate, the extensive research project that fueled the book, the RoI of employee experience and what we can learn from the book. This interview follows

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How To Wow – A new customer experience video course on Skillshare

How To Wow Course On Skillshare

Last year I published a book: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing, which I am very proud to say became a best-seller and is still doing well. On the back of book, I’ve been getting a lot of requests from lots of different companies to either come and speak at one of their events or to run a master class/workshop for them on how they can create their own wow experience. More recently, I’ve

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Focus on the right things to drive your own customer experience revolution – Interview with Susan Ganeshan

Revolution

Today’s interview is with Susan Ganeshan, Chief Marketing Officer of Clarabridge, a leading customer experience Saas platform that transforms survey, social, voice and all other forms of customer feedback into actionable intelligence that drives real change in business and creates happier customers. Susan joins me today to talk about some research that they recently conducted (Call Center Agent Survey Results), which investigated the differing viewpoints of both contact centre employees and consumers in the United States. This interview follows on

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