The most successful companies start by improving one customer journey at a time – Interview with Don Schuerman

One at a time

Today’s interview is with Don Schuerman, CTO and Vice President of Product Marketing at Pegasystems. I had a chance to sit down and chat with Don when I met up with him at Pegaworld earlier this month. We talk about what companies, in the midst of the customer experience maelstrom, should be doing more of and what they should be doing less of, the balance of the human touch and technology in customer experience as well as the emerging ethical

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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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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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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

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Recapturing personalized customer interaction in the age of ecommerce

This is a guest post from David Stephenson, Chief Data Officer at DSI Analytics. In days long-past, when a store manager understood and interacted individually with each customer, the manager had a fantastic capability to understand and to help each customer.  In our age of ecommerce, with millions of digital customers, recent technology developments have brought us back to the point where we can recreate that personal experience.   This is critical to understand, as shopkeepers who only interact with customers

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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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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

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How Chief Customer Officers build their organisations customer growth engine – Interview with Jeanne Bliss of CustomerBliss

Today’s interview is with Jeanne Bliss, who is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association (CXPA). Jeanne joins me today to talk about her new book: Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine. This interview follows on from my recent interview – The pre-life, early life and in-life stages of the employee experience – Interview with Jo Taylor – and is number 150 in the series of interviews

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Most websites fail to facilitate the customer journey – Interview with Mark Lancaster of SDL

Today’s interview is with Mark Lancaster, who is CEO of SDL, who provide technology and services to optimize the global customer experience for clients all over the world, including 42 of the top 50 global brands. Mark joins me today to talk about the challenges of delivering a global customer experience and what it takes to be successful at it. This interview follows on from my recent interview: Customer engagement and the alignment of sales, marketing and customer service –

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