Behavioural insights and what is really going on in the minds of your customers – Interview with Dr. Simon Moore of Innovationbubble

Today’s interview is with Dr. Simon Moore (BSc, PhD, CPsychol), a Chartered business and consumer psychologist who specialises in uncovering emotional and personality influences on behaviour. He is also Management Director of Innovationbubble, a new type of insights agency that, using psychological insights and methodologies, investigates the real reasons that customers behave the way that they do and what brands should be doing about it. Simon joins me today to talk about the role of emotions in customer experience and

Continue Reading

How to do extraordinary things for your customers and your people – Interview with Bill Taylor

Today’s interview is with Bill Taylor, co-founder and founding editor of Fast Company, who now spends his time writing books and speaking to leadership audiences. Bill joins me today to talk about his new book: Simply Brilliant: How Great Organizations Do Ordinary Things In Extraordinary Ways, why he wrote it, it’s central thesis, who’s it for, some of the great stories in it and what’s its purpose. This interview follows on from my recent interview – The rationale behind choosing

Continue Reading

What does customer engagement really mean?

We’re now firmly in the last quarter of the year and many firms will be busy thinking about strategy and budgets for next year. Amongst all of the planning and strategy making, how to improve customer service, customer engagement and customer experience are likely to be playing a large part in many of the discussions. Now, customer service and overall customer experience is pretty easy to understand. At least, it’s pretty straight forward to gauge what is good, what is

Continue Reading

The need to (re)consider the technology and human balance in customer experience

We’re currently at that time of year where many firms, large and small, are starting to make plans and set budgets for what they are going to do over the course of 2017. As such, we are in the midst of conference season and many firms are looking for ideas and inspiration on how they can develop and improve their strategy for the coming year. I’ve been lucky enough to have spoken at a few of these conferences and have

Continue Reading

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

Continue Reading

Utilising data to improve customer retention rates

This is a guest post from Clare Mylan, Head of Sales at marketing services agency, Gecko. Data has always been a vital aspect of marketing and lead generation, but too often the use of data is limited to securing a solitary sale, rather than being nurtured and analysed to deliver repeat business. Most organisations can use data to make the first sale. What really sets businesses apart from their competitors now is how they use it to communicate with customers

Continue Reading

The only person that everyone has in common is the customer – Interview with Ben Reason of Livework

Today’s interview is with Ben Reason, founding partner of Livework, a leading service design firm. They help organisations with customer related challenges and how they affect the business and the organisation. Ben along with Lavrans Løvlie and Melvin Brand Flu, two other Livework partners, has recently published a new book called Service Design for Business: A Practical Guide to Optimizing the Customer Experience. Ben joins me today to talk about the book, what they have learnt, service design and how

Continue Reading

Customer experience begins with the empowering of people to affect outcomes – Interview with Ian Fitzpatrick of Almighty

Today’s interview is with Ian Fitzpatrick, Chief Strategy Officer and founding partner at Almighty, a Boston-based digital agency that helps its clients reimagine what it means to be their customer, and build tools, systems and experiences that support those relationships. They recently published a new report called Hearts, then Charts: a framework for meaningful approaches to customer experience that explores the challenges that organisations face in becoming customer centric and what they need to do to achieve that. He joins

Continue Reading

Are you disrespecting your customers and your employees?

Based on the Gallup World Poll, a huge study of over 800 thousand people across 158 countries, Weiting Ng of SIM University in Singapore and Ed Diener of the University of Illinois at Urbana-Champaign recently published a paper in the Journal of Personality and Social Psychology called: What matters to the rich and the poor? Subjective well-being, financial satisfaction, and post-materialist needs across the world. I discovered this piece of research via a brief article in the Harvard Business Review

Continue Reading

Site Footer