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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This is my art: The Bridge – a crowdsourced employment and careers resource

It’s not very often that I directly promote something that I am up to on my blog. However, today is different because what I’m about to tell you about matters. Over the last year or so, a couple of colleagues and myself have been developing a thing called: The Bridge….a crowdsourced employment and careers resource that directly helps young people, help themselves get a job…..and today we’ve just launched a crowd funding proposal on That doesn’t mean that we’ll

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Accountants, Solicitors and Architects: Your customers are on social media looking for you. Where are you?

A few days ago there was an article that was posted on the Management Today website called: The top five professional services searched for on Twitter. The article says that ‘over the past two years, there has been a 663% increase in people using Twitter to ask for business recommendations’. According to Orange Business, the top five sectors who are benefiting from recommendations on Twitter are: Web Designers; Solicitors; Accountants; Architects; and Copywriters Now, you might be asking what this

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Have a great Christmas and New Year

Deck the halls with boughs of holly, Fa la la la la, la la la la. Tis the season to be jolly, Fa la la la la, la la la la. I’m heading to my folks for Christmas but before I go I wanted to say thank you to all who have read, passed by, commented, tweeted and retweeted, shared, contacted, asked questions, contributed, guest posted, helped, informed me, taught me and everyone that I have met and spoken to

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Make your Twitter networking real

My thanks goes out to Wendy Kier (@bblc) for the inspiration behind this post and a simple, but very powerful, idea. Twitter is a great tool. It’s a great way to search for and connect with new people You can tweet whatever you want to your hearts content. One of the best descriptions of Twitter I have ever seen is: Twitter is like email with a Bcc: to the whole world Retweet – share other peoples thoughts and stuff DM

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Half a litre of water to charge your iphone!

Half a litre of water to charge your iphone! I learnt this from the Blog Action Day website and it astonished me. Today is Blog Action Day 2010. Blog Action Day is an annual event held every October 15 that unites the world’s bloggers in posting about the same issue on the same day with the aim of sparking a global discussion and driving collective action. This year’s topic is water. It was brought to my attention by Darren Rowse

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Seth Godin inspired this post

Inspired by Seth’s blog post yesterday on Five rules for your About page, where he talked about essential elements for your About page. I reviewed mine and found a couple of things lacking. One, was a way to contact me from the page. Done. The other which was so obvious but not there was some testimonials/words from clients. What I realised was that our About pages are not just about what we say about ourselves but also about what others

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