The future is arriving now. Are you ready? – Interview with Anthony Abbatiello of Deloitte

Now

Today’s interview is with Anthony Abbatiello, principal, Deloitte Consulting LLP and global leader of Deloitte Leadership. He joins me today to talk about Deloitte’s newly released annual 2017 Global Human Capital Trends Report, some of the trends that emerged from the report and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience. This interview follows on from my recent interview – Building a culture of good engages customers,

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Co-creation, innovation and when you should get your customers involved – Interview with Prof. Jan van den Ende

Today’s interview is with Professor Jan van den Ende, who is Professor of Management of Technology and Innovation at RSM (Rotterdam School of Management), Erasmus University, Rotterdam. Jan joins me today to talk about a research paper that he and some colleagues recently published and how ignoring customers’ opinions can lead to more successful products. This interview follows on from my recent interview – Behavioural insights and what is really going on in the minds of your customers – Interview

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Improving the customer journey: The importance of customer service KPIs and metrics

This is a guest post that has been written by Debbie Fletcher on behalf of Nanorep. Mapping the customer journey – understanding the touchpoints that clients have with a business as they move through the buying process – has become one of the most important parts of understanding the interaction between businesses and consumers. When 89% of companies say they intend to compete on customer experience, it’s clear that actionable, data-driven insights are an essential. It’s always surprising how many

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How doing less is delivering more for this business, it’s employees and it’s customers

We now live in an always on, always connected, 24/7/365 world. And, to compete in such a world, a company needs to have a real-time omni-channel presence, where it constantly monitors, matches and meets the ever changing needs of it’s customers. Right? Well, that seems to be the prevailing wisdom. But, isn’t there a problem with that? If everyone is trying to do more and more to become better and better does it not, at some point, become harder and

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How looking for ‘messy bathrooms’ can help deliver a great customer experience

Imagine you go to a restaurant and the food and the service is great but then you go to the bathroom and it’s a mess. Does the cleanliness of the bathroom affect your perception of the overall experience? It probably does. Will it also have an impact on your propensity to recommend or return to that restaurant? It probably will. What that simple example illustrates is that every part of your business is important and can, potentially, have an impact

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How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing

Today, I’m very excited to announce that I’ve got a book coming out called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Here’s what you need to know: The book will be released on April 11th but is available to pre-order now (http://amzn.to/1OhY1fI). Published by Pearson, the book builds on and extends many of the ideas and themes that I have been exploring here on my blog for the last few years. The book contains 68

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What it takes to build an award winning and customer centric culture – Interview with Fiona McSwein of Simply Business

Today’s interview is with Fiona McSwein, Chief Customer Officer at Simply Business, the UK’s favourite business insurance broker. They’ve just been awarded first place in The Sunday Times’ 100 Best Small Companies to Work For list (mid-sized category) this year. They are also a Sunday Times Tech Track 100 company and were recently named in the Deloitte Technology Fast 500 EMEA. Fiona joins me today to talk about what it takes to build an award winning and customer centric culture.

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The pre-life, early life and in-life stages of the employee experience – Interview with Jo Taylor

Today’s interview is with Jo Taylor, former Director of Talent Management at Talk Talk, a provider of pay TV, telecoms, internet access mobile services to businesses and consumers in the UK. Jo joins me today to talk about what it takes to build a dynamic, responsive and evolving culture. This interview follows on from my recent interview – Building a better place to work helps develop long term customer relationships – Interview with Sebastian Henkes and Claire Clifford of Sabio

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Not having contracts equalises our relationship with our customers – Interview with John Marick of Consumer Cellular

#77931835 / gettyimages.com Today’s interview is with John Marick, the co-founder and CEO of Consumer Cellular, a fast-growing and awarding winning provider of cell (mobile) phones and services in the US. John joins me today to talk about his company, why they are growing so fast, what rules they are breaking and what they are doing differently. This interview follows on from my recent interview: The art of selling has to change because the art of buying has changed –

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