Bored with tech predictions? So are we. They’re so predictable.

This is a guest post from Lev Lesokhin, Executive Vice President, Strategy and Analytics for CAST software. Top 10 Tech Predictions of Predictions #1 – Robots will replace humans Source – Robot manufacturers and robotics professors looking for funding Our Prediction – The entire human population will soon be living a luxurious life of leisure as-yet-unrevealed robots, wholly unlike the unconvincing wire-strewn devices we currently see, will so remove any reason to get out of bed each day. Automotive manufacturers

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What online marketers can learn from customer service teams

This is a guest post from Wes Towers, owner of Omnific Design in Australia and author of: The Simple Manifesto. Every day, new online marketing fads are released that ‘promise’ results fast. The fact is, marketing is often a long-term process of testing, measuring and tweaking to find what works for your business in your industry. AI (Artificial Intelligence) is an exciting new space, driving an increasing number of marketing decisions. EyeQuant has invented an algorithm that claims to tell

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The 2015 Bracken Bower Prize

Note: I haven’t been posting as frequently as normal over the last 3 months as I have been busy writing a book (for the former owner of The Financial Times). Can’t say more right now but it is related to the central themes that I explore on his blog and will reveal more on that later. So, when a PR agency contacted me to see if I could help promote the 2015 Bracken Bower Prize, a writing prize for young

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Having a goal of reducing customer service calls to zero – Interview with Ian Siegel of ZipRecruiter

Today’s interview is with Ian Siegel who is co-founder and CEO at ZipRecruiter.com, a job platform for small and medium sized businesses which provides them with the fastest and easiest way to get a job listing in front of millions of candidates as well as some additional on-boarding features. Ian joins me today to talk about the growth of the company, being the company’s first customer service representative and how they continue to delight customers today through their approach. This

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Is customer service going to get worse before it gets better?

View image | gettyimages.com A company’s ability to deliver excellent customer service is increasingly becoming a source of competitive advantage. However, two recently released UK studies offer different perspectives and challenges on how companies are performing and what their customers think. The Customers Perspective In February, The Telegraph published an article on a report by the UK’s Ombudsman’s Services, provides dispute resolution for the communications, energy, property and licensing industries. The report, called the Consumer Action Monitor, found that over

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How to implement an effective proactive customer service strategy

View image | gettyimages.com   Or Transform Your Customer Experience By Making Your Customer Service Proactive – Part 3 This is the last article in a series of three that that explores proactive customer service in greater depth than I have done previously. The first post (Why Relying Only On Reactive Customer Service Is No Longer Good Enough) established the business case for proactive customer service. Meanwhile, the second post (Where To Find Proactive Customer Service Opportunities) identified where organisations

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Most websites fail to facilitate the customer journey – Interview with Mark Lancaster of SDL

Today’s interview is with Mark Lancaster, who is CEO of SDL, who provide technology and services to optimize the global customer experience for clients all over the world, including 42 of the top 50 global brands. Mark joins me today to talk about the challenges of delivering a global customer experience and what it takes to be successful at it. This interview follows on from my recent interview: Customer engagement and the alignment of sales, marketing and customer service –

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When it comes to customer service, are you ready to help?

Today I want to share something different with you. It’s a video that I came across about customer service in Japan that I found on Gadling that was originally posted on LiveLeak earlier this year. The video is only 51 secs long but is definitely worth a watch. If you can’t see the video then click here. Did you watch the video? Surprised? Funny? In a country that uses a lot of technology, I think it is fascinating and insightful

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Karma and how to be a better leader and build a more customer centric businesses

I like the idea of karma and believe in it. I, also, believe it can teach us lessons about how to be better leaders and be more customer and employee centric businesses. Let me explain my thinking. The common understanding of karma is that every action has a consequence and good acts will have positive results and bad acts will produce negative results. In common terms, karma is explained by various sayings like: “What goes around, comes around” “You reap

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