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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Some customer experience lessons from United’s and my own experience of denied boarding

NO_sign

In recent weeks, we have seen a enormous amount of coverage of the incident involving Dr David Dao when he was violently dragged off a United Airlines plane in Chicago on the 9th of April, losing two teeth and suffering a broken nose in the process. If that was not bad enough, Oscar Munoz, United’s CEO received a huge amount of criticism for how he initially responded to the incident where, in his first public statement following the incident, he

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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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