Blog Posts

The removal of friction represents a huge opportunity for customer experience – Interview with Roger Dooley

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Today’s interview is with Roger Dooley who is a a speaker and author of Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing, the popular blog Neuromarketing, and Brainy Marketing at Forbes. He joins me today to talk about his new book: FRICTION―The Untapped Force That Can Be Your Most Powerful Advantage, what friction is, how it affects us and what to do about it when it comes to customer experience. This interview follows on from my recent interview

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Are you brave enough to bring your customers or patients into your boardroom?

board meeting

A couple of weeks ago I took a bunch of people, from one of my clients, to visit The Walton Centre in Liverpool as part of a customer service excellence and continuous improvement programme. Not only is The Walton Centre a world class facility that specializes in neurology, neurosurgery, spinal and pain management services, it is also an award winning organization in terms of how it manages its people having been awarded the Investors in People Gold Standard (2014, 2017)

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Behavioural economics, alchemy, customer experience and the power of ideas that don’t make sense – Interview with Rory Sutherland

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Today’s interview is with Rory Sutherland, Vice Chairman of Ogilvy in the UK and author of a new book: Alchemy: The Surprising Power of Ideas That Don’t Make Sense. Rory joins me today to talk about his new book, behavioural economics and what we can all do to uncover stand out ideas that don’t make sense. Note: This interview is longer than many of the usual interviews that I conduct but dive in and enjoy it as it is packed

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Digital transformation is a journey, not a destination

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This is a guest post from Benjamin Shepardson, web development guru and founder of NoStop Content Services. Digital transformation is an exciting prospect in the business world of today. And yet, many high-profile digital transformations fail. This isn’t due to a failure of the concept, but rather a failure of execution. Businesses struggle to pull off digital transformations because their concept of how a digital transformation works is entirely wrong. It’s not a destination. It’s a journey. Here’s why digital

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How many exposure hours have you had with your customers over the last few months? – Interview with Andy MacMillan of UserTesting

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Today’s interview is with Andy MacMillan is CEO of UserTesting and joins me today to talk about their new research report: The Rise of the Experience Economy – The 2019 CX Industry Report, the work that they do, what the best brands do to understand their clients and what leaders and professionals in the CX space should be doing more of. This interview follows on from my recent interview – Everyone in an organisation should be a loyalty leader –

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Q&A: Talking about improving customer experience

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The following is a Q&A conversation that I had with Anna Jordan, a reporter at SmallBusiness.co.uk. The conversation was originally published here. The customer experience is central to the longevity of any small business. Advisor Adrian Swinscoe shares his thoughts on the topic. Getting the customer experience right is a tough challenge for small businesses. We’ve seen major changes in the way that people are accessing goods and services, but what about the way businesses deal with people? Adrian Swinscoe

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Everyone in an organisation should be a loyalty leader – Interview with Sandy Rogers of FranklinCovey

loyalty forever

Today’s interview is with Sandy Rogers, the co-author of new book: Leading Loyalty: Cracking the Code to Customer Devotion and the leader of FranklinCovey’s Loyalty Practice. Sandy joins me today to talk about the new book, how leading companies develop loyalty (Spoiler alert: it’s not about a loyalty programmes), what they do to get in the way of loyalty and how they can put themselves on the right path. This interview follows on from my recent interview – New tech

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10 Things that you can do to improve the employee experience

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TINYpulse recently published their 2019 Employee Engagement Report titled The End of Employee Loyalty. With reputedly one of the largest databases in the world for employee feedback, they are well positioned to provide real insights into employee engagement trends. In fact, from January to December of 2018 they were able to collect responses from over 25,000 employees, working in more than 1,000 different companies across 20 industries spread across Northern America, Europe, Asia, and Australia. One of the headline findings

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New tech at work and improving the employee experience – How to get it right – Interview with Carrie Duarte

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Today’s interview is with Carrie Duarte, Partner at PwC, Workforce of the Future Leader and Director on PwC’s U.S. Board. Carrie joins me today to talk about PwC’s new Tech at work and employee experience research report, the main findings, what they mean and what leaders should be doing about them. This interview follows on from my recent interview – Only 20 percent of support teams provide self service and other customer experience trends – Interview with Jeff Titterton –

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