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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Proactive customer service drives customer loyalty – Interview with Stew Bloom of Aspect

#185319589 / gettyimages.com Today’s interview is with Stew Bloom, CEO of Aspect, who help enterprise contact centres deliver their customer experiences across every channel through their software platform. Stew joins me today to talk about proactive customer service and why proactive customer service drives customer loyalty. This interview follows on from my recent interview: Social leadership and why the C-Suite has to go social – Interview with Ted Coiné and Mark Babbitt – and is number 124 in the series

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Quantifying the business value of a great customer experience – Interview with Peter Kriss of Medallia

#96631972 / gettyimages.com Today’s interview is with Peter Kriss, Senior Research Scientist at Medallia, whose software helps corporations track and manage the experiences of their customers. Medallia’s software, delivered as an Internet service, integrates and delivers data from everywhere that a company that touches a customer, analyses it and presents it visually so that employees can see very quickly what is going on and then decide how to respond. When he’s not at Medallia, Peter is also the Director of

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Proactive customer service will also make your employees happier

#119013893 / gettyimages.com I was reading an interesting article by psychologist Dr. Jeremy Dean on PsyBlog (The Simple Mindset That Makes Everyone Happier, All Around The World) recently. The article, drawing on academic research done by Fleeson et al., 2002 and Ching et al., 2014, suggests that: “Acting like an extrovert — even if you are an introvert — makes people all around the world feel happier”. It goes on to say that, even across cultures, there are real advantages

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