Wayfair’s innovative recruitment methods help drive their award winning customer service

Comic Con Guardians

In the world of customer service, frontline roles are evolving and are doing so rapidly. As higher levels of self-service and the utilisation of artificial intelligence, chat bots and other tech applications take hold, frontline customer service roles are evolving such that they are now starting to require deeper level thinking and problem solving skills. This is supported by research done by BT futurist Nicola Millard who published a report in 2014 called SuperAgent 2020, which found that the 2

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An agile manifesto for customer success – Interview with Todd Eby of Success Hacker

Today’s interview is with Todd Eby, the Founder & CEO of Success Hacker, a boutique customer success advisory firm focused on education, recruiting, consulting and success hacking services. Todd joins me today to talk about why he thinks the the future of customer success is agile, why that is and what firms need to learn to do in order to be more successful. This interview follows on from my recent interview – Bringing together disparate data sources is key to

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Your frontline employees hold the keys to improving your customer experience

brain network people

The business world is abuzz at the moment with lots of talk of artificial intelligence and it’s potential applications, particularly when it comes to the use of tools like neural networks. But, what is a neural network? Well, first of all neural networks are properly known as artificial neural networks (ANNs) and these are commonly described as‘ an interconnected system of neurons, as in the brain or other parts of the nervous system’. Now, ANNs are fascinating and offer so

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Bringing together disparate data sources is key to creating stand out customer experiences – Interview with Dave O’Flanagan of Boxever

Data center

Today’s interview is with Dave O’Flanagan, CEO & Co-Founder at Boxever, a data science and customer intelligence technology company that helps airlines, travel companies and others generate more incremental revenue quickly by leveraging data they already have. Dave joins me today to talk about what they are up to, the impact their technology and approach is having and the single view of the customer. This interview follows on from my recent interview – The power of social recognition in employee

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4 Quotes to inspire consistency in customer experience

quotation-marks

This is a guest post from Divya Bhat, content strategist at CloudCherry. When it comes to Customer Experience, there’s usually a lot of talk around understanding customers, exceeding expectations, winning over their loyalty and so on. Such talk gets brands excited but the problem is that the excitement is short lived. The initial fervor to delivering outstanding customer experiences dies off which means companies slide back into what they were doing before. In other words, there’s a lack of consistency in delivering

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The transformational impact of technology on knowledge management and customer service

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This is a guest post from Robin Singh, a resident knowledge management expert at ProProfs. If you are not a techie and not keeping up with the latest advancement and gadgets, it may seem like technology is rapidly evolving. Communication methods, graphics, processing speeds, etc. everything is improving fast on an annual basis. However, all these technological improvements are there to make our lives more pleasant, to make healthcare more efficient, and to improve our organization. Basically, every aspect of

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The keys to customer success

Success

In December of last year, I was asked to participate in an expert panel on customer success team performance. The invite came from Darren Noy, Chief Science Officer of Kannetic, a start up that is building solutions that tap into the power of collective intelligence to help build high performing teams and organizations. Using a process similar to the Delphi-method, Darren asked myself and 14 other participants to answer three surveys (one 10-minute, one 20-minute, and one 30-minute survey) where

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Customer experience investments, ROI and business results

Return On Investment

In a 2013 HBR interview, Jeff Bezos said “When things get complicated, we simplify by saying what’s best for the customer? And then we take it as an article of faith if we do that that it’ll work out in the long term.” However, most organisations are not like Amazon. Most organisations don’t do things as ‘articles of faith’. In fact, before they do anything new most organisations work hard to establish what will be the expected business impact of

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How to make phone conversations with customers better

phone service

Despite the introduction of all sorts of new technology, a myriad of new channels and a host of self-service options, when things go wrong, get complicated or become difficult for customers most of them will want to pick up the phone and talk to another human being. That behaviour makes phone conversations an integral and hugely important part of the whole customer experience, whether the conversations take place at the beginning (sales), middle (service) or the end (renewal) of the

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