Blog Posts

Simpler service or experience pays

Choice

Over the last few weeks I’ve had the pleasure of speaking at a handful of conferences and in-house workshops, where I have been talking about some of the characteristics of leading companies, particularly those that are customer experience leaders. One of the characteristics I have been talking about is Simplicity. Now, it’s common when thinking about growing your business or developing your customer base to consider offering customers greater choice and more options. However, whilst offering more choice may seem

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A tool to help us make better decisions and improve business, customer and employee outcomes – Interview with Matt Watkinson

Grid

Today’s interview is with Matt Watkinson, consultant and award winning author of The Ten Principles Behind Great Customer Experiences. Matt joins me today to talk about his new book: The Grid: The Decision-making Tool for Every Business (Including Yours), why he wrote it, what problem it solves and what we can learn from it. This interview follows on from my recent interview – The role of voice in the future of customer experience – Interview with Gregg Johnson – and

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Three experts explain how brands can stop being creepy in the eyes of their customers

Creepy

It seems that every brand I talk to these days is doing their utmost to deliver a more personalised experience to their customers. That’s great news as it is something that research shows that customers consistently say that they want and value. However, new research from InMoment via their “2018 CX Trends Report”, finds that 75% of consumers find that most personalisation efforts are, at the very least, rated as being ‘somewhat creepy’. Moreover, the research captured comments from customers

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The role of voice in the future of customer experience – Interview with Gregg Johnson

Speech

Today’s interview is with Gregg Johnson, CEO of Invoca, a provider of call intelligence software that allows marketers to drive, track and automate inbound calls for better leads, greater marketing insight, and more customers. Gregg joins me today to talk about a recent report they have released, the impact of voice assistants on customer experience and the role of both intelligent voice assistants and the contact centre in the future of customer experience. This interview follows on from my recent

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A story about leadership, recognition and what goes around comes around

Smiley Face

Towards the end of last year, I wrote a piece about the herculean card writing efforts of Sheldon Yellen, BELFOR’s CEO. Since then I’ve told the story of Sheldon’s efforts a number of times both in direct discussions with clients and in workshops that I have been delivering. Every time I tell the story it generates a range of reactions. Everything from raised eyebrows, disbelief and wow! to how does he do it, he surely doesn’t write them all himself,

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Doing good and the Brand Citizenship continuum – Interview with Anne Bahr Thompson

Doing Good

Today’s interview is with Anne Bahr Thompson, pioneer of the Brand Citizenship movement, founder of OneSixtyFourth and author of a new book: DO GOOD: Embracing Brand Citizenship to Fuel Both Purpose and Profit. Anne joins me today to talk about brand citizenship, her research, her new book and the power of aligning purpose, profit and doing good in business. This interview follows on from my recent interview – Putting Dan Pink’s Mastery, Autonomy & Purpose into practice – Interview with Jeremiah

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The customer experience breaking point

Breaking point

This is a guest post from Kris McKenzie, Senior Vice President and General Manager for EMEA at Calabrio It’s no secret that companies are prioritising the customer experience. In fact, 72 percent of businesses say that improving customer experience is the top priority. And it’s clear that this emphasis is driving digital transformation efforts. Making CX improvements is based on the ability to identify customers’ pain points and implement the right mix of technology and customer service processes to drive

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Putting Dan Pink’s Mastery, Autonomy & Purpose into practice – Interview with Jeremiah Smith

Mastery autonomy purpose

Today’s interview is with Jeremiah Smith, who is the President and CEO of SimpleTiger, a boutique digital marketing agency that specializes in SEO for entrepreneurs and software as a service firms. Jeremiah joins me today to talk about management styles, SimpleTiger’s discovery of Dan Pink’s three elements of motivation (autonomy, mastery, and purpose) and how they have developed a management system/approach that puts these three into practice. This interview follows on from my recent interview – Customer success needs to

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Integrating lean principles into digital transformation

This is a guest post from Arthur D. Little. It was written by Bernd Schreiber, Willem Romanus and Yong Lee. “We’re through with lean – it’s time to go digital!” will sound familiar to the ears of many executives today. At first sight the idea of abandoning lean and trying something “new” that delivers more radical improvements seems appealing. However, although lean and digital initially appear largely unrelated, ignoring lean principles may be risky, and can even prevent digital transformation

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