The uniqueness in everyone is the largest asset you have in customer experience – Interview with Sam Johnson of Jamf

uniqueness

Today’s interview is with Sam Johnson, VP of customer experience at Jamf, a provider of software for enterprises and smaller businesses that helps them manage their Apple devices. Sam joins me today to talk about the idea that despite the fact that Jamf is a ‘tech’ focused company, most of the people that they hire don’t have tech backgrounds, why they taken that approach, how it came about, what the benefits have been and what others can learn from it.

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3 Leading B2B Companies Share Their Secrets On How To Create A Personalized Customer Experience

Creating a personalized customer experience is a goal for many, if not all, firms as they strive to compete for, retain and deliver the best customer experience to their customers. But, if you have been to any conferences or have been reading analyst and commentariat articles lately, one would not be wrong in thinking that the way to achieve this was primarily through the use of software, data and analytics. This seems to be particularly true for firms that operate

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The importance of customer retention — An empirical study

This is a guest post from Josh Chapman, a financial modelling expert, based in New York City. As a startup founder or entrepreneur, you’re hyper focused on growth. This growth typically leads to the following results (in order): 1) more customers, 2) more revenue, 3) more employees…and repeat. Yet often times, founders approach customer growth at almost any cost. Founders and Venture Capitalists alike tend to accept a high monthly burn as long as new customer acquisition is making healthy

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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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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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Persistent gaps in perceptions threaten to get in the way of future customer experience improvements

Back in 2005, Bob Thompson of CustomerThink, conducted a study for RightNow Technologies (now part of Oracle) called The Loyalty Connection: Secrets To Customer Retention And Increased Profits. Part of the study looked at the differences in perceptions that exist between executives and customers on what they consider to be important and, also, what were the main reasons why customers left or stopped using a product or service. The research found that when customers were asked about why they had

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Innovation, customer experience and co-design partnerships with your customers – Interview with Gary Miles of Amdocs

Today’s interview is with Gary Miles, who is the is the General Manager for Amdocs’ Big Data and Strategic Innovations unit. Amdocs is a leader in the customer experience software solutions and services space for the world’s largest communications, entertainment and media service providers. Gary joins me today to talk about working with their customers as partners to produce innovations that drive improvements in customer experience and operational efficiency. This interview follows on from my recent interview – Having a

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Proactive customer service drives revenue and retention

This is a Guest Post from Chris Frascella Earlier this year, Adrian covered proactive customer service in a three-part series on Forbes. In part one, he pointed to research that substantiates the idea that proactive customer service is more cost-efficient and more likely to positively impact customer retention than a strategy that is reactive only. In part two, he listed real-world examples of companies utilizing proactive customer service, and the benefits they attributed to it. In part three, he outlined

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Why Relying Only On Reactive Customer Service Is No Longer Good Enough

Or Transform Your Customer Experience By Making Your Customer Service Proactive – Part 1 Over the course of the last year, I’ve written a few times about the opportunity that proactive customer service offers. However, on review, the articles have only offered a partial view of the opportunity, the business case, the impact on customer experience and the path that a firm can take to transforming their customer service from being purely reactive to one that is more proactive. Therefore,

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