Customer experience requires a new type of responsive leader – Interview with Sid Banerjee of Clarabridge

Today’s interview is with Sid Banerjee, CEO of Clarabridge, a leader in the Customer Experience Management (CEM) space, particularly when it comes to helping firms mine their customer data to make better business decisions. Sid joins me today to talk about why he thinks industry, what firms can do to respond to the changes around […]

Everyone can create a ‘Genius Bar’ customer experience – Interview with Gary Ambrosino of Timetrade

Today’s interview is with Gary Ambrosino, President and COO of Timetrade. Gary joins me today to talk about the the work that they are doing helping a number of top banks in the USA transform their in-branch customer experience, how every retailer can now deliver a ‘Genius Bar’ experience and what retailers can do to […]

Are you sure your customers will wait two years for you to change?

Back in October of last year, IBM released the latest version of it’s Global C-suite Study. This study was made up of 4,183 conversations with C-suite leaders in 70 countries and across more than 20 industries. Their analysis of the conversations uncovered three major issues that the C-suite executives feel they need to embrace if […]

A short cautionary tale about the misuse of customer data

This is a short story about surveying your customers and how extrapolating too far and too fast from a limited data set can damage your relationships with your customers. Before Christmas I attended a London and the South East Contact Centre Forum event entitled: Is your contact centre ready for the future? At the event, […]

Content Marketing: One of the most customer-centric forms of marketing

I’ve taken a few days off over the Christmas and New Year period so this is a guest post from Jessica Davis, a Content Strategy Specialist with Godot Media. I’ll be back in the New Year. Until then, enjoy and best wishes to you and yours for the coming year. Content Marketing: One of the […]

A story about transparency, commitment, customer service and a promise

Today I want to tell a story about a firm that not only talks about the importance of customer service and doing it well but delivers too, does so consistently well and has been for years and years. However, this is not a big firm. Nor, are they a firm in a sexy sector. They […]

Learning from the university of the customer and the co-worker – Interview with Kevin Kelly

Today’s interview is with Kevin Kelly, is a leading authority on the success principles of entrepreneurship, leadership, sales and motivation. Already a best selling author, he joins me today to talk about his new book: DO! – The pursuit of xceptional execution. This interview follows on from my recent interview: Deliver great customer experience by […]

Customers Want Companies To Be Proactive When It Comes To Customer Service

Last week, I had the pleasure of chatting to Mariann McDonagh, the Chief Marketing Officer, of inContact about the results of their July 2013 customer service survey. What I found interesting about this survey was that they were examining how customers react when contacted ‘proactively’ by companies. The research was conducted, on their behalf by […]

Removing The ‘Grit’ From Your Customer Or Client Experience

Today, I want to share with you an idea about removing the ‘grit’ from your customer or client experience. But, first I want to start with a story. Imagine that you are taking a walk from A to B and you notice that you have a piece of grit (small stone) in your shoe. Now, […]