The implosion of trust and what to do about it

For the last 17 years, Edelman, a global communications marketing firm, has published it’s Trust Barometer, an annual survey of more than 33,000 respondents from around the world that investigates the state of trust and credibility that exists between individuals and different types of organisations (government, media, business and NGOs). Earlier this month they published […]

Most organisations are ignoring the behavioural element of customer experience – Interview with Morris Pentel

Today’s interview is with Morris Pentel, who is the Chairman & Founder of the Customer Experience Foundation, a leading organisation in Customer Experience Science. Morris joins me today to talk about Customer Experience Science, Behaviour As Technology and his view on the biggest and current challenges for organisations trying to design and deliver a great […]

How framing and removing anti-nudges can improve customer experience

Recently, I had a chance to chat with Rory Sutherland, who is Vice-Chairman of Ogilvy & Mather UK and a cofounder of #ogilvychange, their behavioural science practice. Rory is a leading thinker in the marketing and advertising space and a huge proponent of how we can use insights from cognitive psychology and behavioural economics to […]

A 6 step approach to better customer and employee engagement

Some 18 months ago (Oct 2012), I had the pleasure of interviewing Get Satisfaction’s then CEO, Wendy Lea (she’s now their Executive Chairman) in True customer engagement is not based on click throughs or contests. In the interview, we talked a lot about the changing nature of business, social technologies, customer engagement, and what it […]