Delivering a personalized customer experience the Zappos Way – Interview with Alex Genov of Zappos


Today’s interview is with Alex Genov, Head of Customer Research for I spoke to Alex when I was in Las Vegas in June and talked to him about Zappos, personalization, what many folks are getting wrong, what Zappos has learnt with their personalization efforts and where they are headed. This interview follows on from my recent interview – Customer engagement, AI and GDPR Article 22 – Interview with Jeff Nicholson of Pega – and is number 273 in the

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Over 50% of a customer’s experience is driven by how they feel – Interview with Colin Shaw

Today’s interview is with Colin Shaw, Founder and CEO of Beyond Philosophy™, a global customer experience consultancy. Colin joins me today to talk about his new book (The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level – co-authored with Ryan Hamilton, a Professor of Marketing at Emory University in Atlanta, Georgia and a Beyond Philosophy colleague) and what insights companies can draw from neuroscience and behavioural economics to make their organisations and customer experience better.

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How to foster customer loyalty

This is a guest post that was originally published on Freshdesk’s blog here and is an extract from my recent book: How To Wow.   Fostering the loyalty of your customers is something that many businesses don’t pay enough attention to. In fact, many business relax their efforts (or simply don’t put as much effort into keeping their customers happy) once they have acquired them. That becomes their biggest Achilles heel and a major threat to the sustainability of their

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How to create a wow customer experience – Interview by Jonty Pearce

Today’s interview is something different. It’s me, Adrian Swinscoe, being interviewed by Jonty Pearce of about my new book (How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing) that has just come out. I’m both proud and pleased with how the book has turned out and Jonty and I talk a little about how the book came about, what’s in it and what you can expect from it. Check out the highlights below and grab a

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Compliments received are a leading indicator of service culture improvement – Interview with Ron Kaufman of UP! Your Service

Today’s interview is with Ron Kaufman, Founder and Chairman of UP! Your Service and author of New York Times bestselling Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet. Ron joins me today to talk about uplifting service, building a service culture, some examples of companies that are excelling at this and and why that’s important that every company builds their own service culture. This interview follows on from my recent interview: Proactive customer

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

#185319589 / 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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How to build a customer loyalty programme that works

Kasia Moreno, editorial director at Forbes Insights, wrote a post the other day called Why Do Companies Undervalue Customer Loyalty?, which recounted an all too familiar situation. Kasia’s story told how she received two different letters from a magazine that she has been subscribing to for years: one making an offer to her as a new subscriber and the other asking her if she would like to continue her subscription. Whilst sending her two different letters could be put down to

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What drives customer loyalty – Interview with Steve Sims of Badgeville

#107276982 / Today’s interview is with Steve Sims, Chief Design Officer & Founder of Behavior Lab at Badgeville, the number one gamification platform for enterprises. Steve joins me today to talk about Badgeville, the work they do, customer loyalty and the motivation and psychology behind loyalty programmes. This interview follows on from my recent interview: Customer loyalty is becoming a collective experience – Interview with Steve Abernethy of SquareTrade – and is number 112 in the series of interviews

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Are you earning customer loyalty, or are you buying it?

#98198996 /   We can all agree that having loyal customers is fundamental to the long-term success of a business. However, there have been numerous studies that have been done that show that loyalty amongst customers is decreasing. One such study by research company fast.MAP in late 2013 reported that: 20% of consumers will switch loyalties if offered a better loyalty programme by a competitor brand; 33% use loyalty programmes to try out and buy from brands they wouldn’t

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