Blog Posts

Are you prepared to be this brave for your customers?

Bodyform Contagious image

In the early part of December I was lucky enough to attend the Most Contagious event in London. It is run by Contagious, one of the leading, global creative and strategic intelligence services and the event aims to provide an appraisal of the year’s most innovative and influential brand campaigns, events, technologies, start-ups and emerging trends from around the world. The event was kicked off by Paul Kemp-Robertson, co-founder of Contagious, and Chris Barth, it’s Lead Strategist, who were talking

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Going from good to great in customer experience – Interview with Rachel Haworth of Coventry Building Society

great

Today’s interview is with Rachel Haworth, Customer Experience Director, at Coventry Building Society. Particularly for non-UK readers, a building society is a financial institution that is owned by its members as a mutual organisation. Coventry Building Society is the second largest organisation of its kind in the UK with over 1.8 million members that save or have a mortgage with them. Rachel joins me today to talk about customer experience, the approach they have taken, the successes they have had,

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Becoming a trusted company is an absolute requirement of a winning strategy

Trusted

Edelman’s Trust Barometer has, for years, been warning that trust is on the wane and those companies that build the most trust with their customers will be the ones that are most likely to win. However, many firms have often struggled with the idea of building trust and how to do it. Particularly, when it has been unclear what the financial payoff of trust building efforts are. As a result, trust and trust building initiatives have often been dismissed as

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9 Trends shaping the future of marketing and CX in 2019 – Interview with Jeremy Korst

Nine

Today’s interview is with Jeremy Korst, President of GBH Insights, a leading marketing strategy, consumer behavior and analytics consultancy. Jeremy joins me today to talk about 9 trends shaping the future of marketing and CX in 2019, what we need to know and what we should be doing about them. This interview follows on from my recent interview – What The Great Escape can teach us about Future Fit leadership – Interview with Mike Perk – and is number 289

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The challenge at the heart of marketing: An interview with Seth Godin

crossroads

Recently, I had the privilege of interviewing Seth Godin about his new book: This Is Marketing: You Can’t Be Seen Until You Learn to See, which in the short time since it’s release in mid-November has already become a New York Times and Wall Street Journal bestseller. For those that are not familiar with Seth’s work, he is the author of 18, now 19, best-selling books that have changed the way people think about both marketing and work and have

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What The Great Escape can teach us about Future Fit leadership – Interview with Mike Perk

The Great Escape film poster

Today’s interview is with Mike Perk, Managing Director of WWC, a South African digital transformation advisory firm, that I met at a recent conference in Pretoria. At the conference, Mike described a concept called Future Fit Leadership but he did so in a really engaging way combining World War 2 history and a famous film about the period. As a result, I asked Mike to be a guest on the podcast so he could share this story with you. This

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How to get the human touch and technology balance right in customer experience

fork road

Recently I was lucky enough to have the chance to speak at the Customer Experience Innovation and Tech Fest in Pretoria, South Africa. There I was talking about the need for firms to take a more sophisticated approach to customer experience that would allow them to strike the right balance between the use of the human touch and technology. This is something I’ve been musing on and calling for for a couple of years now ever since I wrote the

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Becoming a trusted company is an absolute requirement of a winning strategy – Interview with Christopher Roark of Accenture

Trust

Today’s interview is with Christopher Roark, Managing Director at Accenture Strategy. Christopher joins me today to talk about Accenture’s new Competitive Agility Index, how a decline in stakeholder trust impacts a company’s financial performance and competitiveness, what management teams need to be thinking about and what companies should be doing about their findings. This interview follows on from my recent interview – Leaders should experience what it is like to be one of their own customers more often – Interview

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Not dealing with failure demand is hurting your customer experience

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In my 2016 How To Wow book I quoted research by Sabio and the Customer Contact Association, released in 2012, that found that between 25% and 40% of all calls to UK contact centers are either unnecessary or avoidable. According to that research, the most common causes of those calls included: customers chasing information about deliveries or updates on what was due to happen next in the purchase cycle; customers calling to clarify issues regarding pricing or terms and conditions;

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