Today’s interview is with Carolyn Blunt and Martin Hill-Wilson, authors and leading experts in the field of customer service and social customer service. They agreed to join me to talk about their new book: Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation.
This interview follows on from my recent interview: Marketing Requires Not Just New Tools and Skills But New Attitudes – Interview with Dee Blick – and is number seventy five in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate, become more social and deliver better service.
Here’s the highlights from the interview I did with Carolyn and Martin:
About Carolyn (adapted from her LinkedIn profile)
Carolyn is a professional speaker, author and MD of a training and development company (Real Results) which has specialist expertise in the contact centre industry.
Carolyn started Real Results in 2003 after working as an in-house trainer for Fujitsu Services. Since then she has grown the business to an established team with a range of interesting and wonderful clients which has provided a range of experiences for her and her team…. from one-off modules to huge culture change programmes; from long-term senior leadership programmes to front line telephone techniques; and from team building events to conference speaking.
About Martin (adapted from his LinkedIn profile)
Martin is a long standing member of the UK customer community (aka customer service/ management/experience/engagement). Most often contributing as a keynote speaker, blogger and curator of industry trends.
Communication has always been the core of his work life and he hasserved as an experiential trainer, consultant, facilitator, director and CEO for a variety of brands. Added together, these roles took him on a journey from Learning & Development, through Marketing & Business Strategy to Technology & Workflow.
Finally, don’t forget to check out their book and grab a copy over at Amazon. You can straight there by clicking here.
Thanks to Ed Yourdon for the image.