August 16, 2021
Today’s interview is with Stan Phelps and Dave Rendall, co-authors of Pink Goldfish 2.0: Defy Normal and Exploit Imperfection. They join me today to talk about […]
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- management
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- Mandisa Makubalo
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- manifesto
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- market
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- Mistakes
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- Mit
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- ML
- mobile application
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- moment of truth
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- morale
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- Motion
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- mouth
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- Music Gear
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- ownership
- Oxfam
- oxford dictionary
- p&o cruises
- paddi
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- Paige O'Neill
- Pain Quotidien
- paint
- Pal's Sudden Service
- Pam Warren
- pandemic
- paradox of choice
- partnership
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- PARTTEAM & OEMKIOSKS
- party
- Pascal Van Opzeeland
- passenger experience
- passion
- Pat Carrigan
- Pat Lynch
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- patient experience
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- patrick barwise
- Patrick Wall
- Paul Adams
- Paul Greenberg
- Paul Hague
- Paul Redmond
- Pauline Wilson
- Pay Increase
- Pay It Forward
- Paycor
- paying attention
- Peer-to-peer Lending
- Pega
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- Pegasystems
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- pendo
- People
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- people development
- People Learning
- People Read
- people talking
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- peppers & rogers group
- perceive
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- Performance
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- permission marketing
- Persado
- Persona
- personal
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- personal development
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- personal responsibility
- personal touch
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- personalisation
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- personality
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- personalized marketing
- Pet Products
- Peter A. Hunter
- Peter Cross
- Peter Hunter
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- Peter van der Putten
- Pets At Home
- Phil Barden
- Phil Lewis
- philosophy
- phone
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- phone calls
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- phrases
- Piece of Cake
- Piece of Cake Moving and Storage
- Pierce Buckley
- pillars
- Pim De Morree
- Pink Goldfish
- pipelinersales.com
- pitfalls
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- places
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- Play
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- Plum Voice.
- podcast
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- Point Scale
- political brands
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- Poly AI
- poor customer service
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- Popular Channels
- Positive Customer Experience
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- possible solutions
- Post Office
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- Powerhouse
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- Practical Guide
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- Prashaant Huria
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- Prediction
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- Preferred Channel
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- prepaid mobile phone
- pret
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- pricing
- primacy effect
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- Priyomes
- proactive
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- Proactivity
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- Process
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- ProdecureFlow
- product
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- Puzzel
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- quarters
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- question
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- Rabbie Burns
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- racism
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- Radical Innovation
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- RAIN
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- Ray Biggs
- reach
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- rear view mirrors
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- rearview mirrors
- Rebecca Martin
- reboot
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- Reckitt
- recognition
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- referral
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- referrer
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- regal.io
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- relation
- relations
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- Relative Attractiveness
- relay race
- relevance
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- renew
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- report
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- reputation
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- research
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- research report
- Resolution revolution
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- resource
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- response rates
- responsetek
- Responsibility
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- Rest
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- retention
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- Revenue Growth
- Reverb.com
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- revolution
- Reward
- Rewards Programmes
- riad dar mimouna
- ricardo semler
- Rich Communication Services
- Richard Bassett
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- richer sounds
- Richie Manu
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- rife
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- riverview
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- roaming
- Rob Brown
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- rob pinkerton
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- Robotics Technology
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- rock climbing
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- Roger Beadle
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- Rohit Bhargava
- roi
- Ron Davis
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- Rooms
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- Rory Sutherland
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- Roxie Strohmenger
- RPA
- rubbish
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- rule
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- Running
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- saas
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- sacred cows
- Sales
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- Sam Boonin
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- Sample Size
- sampling
- san antonio
- Sandra De Zoysa
- Sandra Thompson
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- Sanish Mondkar
- Sanjay Brahmawar
- SAP
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- Sara Richter
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- Satish Barot
- save a million hours
- SCA
- scale
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- schemes
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- science
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- Scott Addington
- scott gould
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- Scourie
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- Sdl
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- search
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- Sebastian Henkes
- See You Tomorrow
- seedrs
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- self organising teams
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- Semafone
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- SEO
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- service
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- seth
- seth godin
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- Sexual Wellbeing
- shackled by the skills gap
- Shafqat Islam
- Shahar Chen
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- share love
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- shawshank redemption
- Sheldon Yellen
- Shelia Anderson
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- Shirute
- shop online
- Shopping Experience
- short term
- showrooming
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- Siemens
- siemens enterprise communications
- Signifyd
- signposts
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- Simple Ideas
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- simples
- SimpleTiger
- simplicity
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- Single Customer View
- sir terry leahy
- siri
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- Sitel
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- skepticism
- skill
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- Skills
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- smart
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- smartphone
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- smashing magazine
- sme
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- smm11
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- snake oil
- social
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- social crm
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- social media company
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- Social Software
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- software
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- Software AG
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- Sol
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- Solid Rock Consulting
- solution
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- Some Tips
- sonic branding
- sons of maxwell
- sort your brain out
- soundtracks
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- South Africa
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- speech analytics
- speed
- speedcommunications
- Spich
- Spitch
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- sponsor videos
- sport
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- Spotify
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- Springbot
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- Sreeram Sreenivasan
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- SS+K
- Stacy Sherman
- staff
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- Stan Phelps
- stand out
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- Starbucks
- start
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- starts
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- statistical survey
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- Stefan Thomke
- stefan topfer
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- step by step guide
- Stephan Aarstol
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- Steve Abernethy
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- Stew Bloom
- Stickiness
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- Stijn Eulaerts
- stock market
- Stop Being Creepy
- Store Reviews
- stores
- Story
- Story Driven
- Storytelling
- strategic
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- strategic management
- Strategic Planning
- strategies
- strategy
- strategy business
- Stratifyd
- strength
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- strong
- Strong Customer Authentication
- stronger
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- structured data
- study
- subject matter experts
- Subscription Business
- subscription business model
- success
- Success Hacker
- Success Plan
- successful
- successful entrepreneurs
- Sue Duris
- SugarCRM
- Sunday Times
- sundaysky
- Supercell
- SUPERENGAGED
- supervisor
- suppliers
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- Support Customer
- Support Desk
- Support Logic
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- Supportbench
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- SupportNinja
- Sureflap
- Surfboard
- survey
- Survey Customers
- Survey Fatigue
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- survey monkey
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- Surveyme
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- Susan Ganeshan
- susanne jacobs
- Sussex Business School
- sustainability
- Sustainable Business
- sustainable growth
- Suvi Lindfors
- Swati Kungwani
- Swedish
- sweet selection
- swimming against the tide
- Swisscom
- switching costs
- Sydney Brouwer
- syed hasan
- SYPartners
- System
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- Tability
- Tagpoints
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- talk
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- Tango
- Tara DeZao
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- target market
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- Tasha Reasor
- tazikis
- TCC
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- team
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- team gb
- team sky
- Teams
- Teamsupport
- Tech Boss Lady
- Tech Mahindra
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- TechSee
- Ted Coine
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- telephone tree
- telephony
- Telkom Indonesia
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- temkin
- Tenacity
- term
- tesco
- tescos
- testimonials
- Text Messaging
- Text Msg
- Text Reminders
- thank you
- The Age Of Agile
- The Agile Brand
- the best
- the big
- The Bot Platform
- The Bridge
- the choice factory
- The Co-operative Bank
- The Commonwealth of Self Interest
- The Convenience Revolution
- The Culture Engine
- the customer
- the customer experience
- The Customer Experience Professionals Association
- The Dark Side of CX
- The Digital Experience Company
- The Digital Transformation Roadmap
- The Excellence Dividend
- The Falcon Lab
- The Final Rant
- The Financial Times
- the firm
- The First Word
- The Fortune Cookie Principle
- The Foundation
- the greatest
- The Grid
- The Icarus Deception
- the impact equation
- the institute
- the internet
- The JOLT Effect
- the link
- The Little Book of Laughter
- The Modular Analytics Company
- the most
- The New Chameleons
- the new york times
- the next
- The Personal Mba
- The Power of Instinct
- The Purposeful Culture Group
- The Ready
- the richer way
- The Sam M. Walton College of Business
- The Shape Of Engagement
- the shawshank redemption
- The State Of Workplace Happiness Report
- The Storytellers
- the team
- the time
- The Values Economy
- The Vanguard Method
- The Walton Centre
- the who
- their customers
- themes
- Think Customers
- Thinkers50
- Thinking
- third party data
- This Is Marketing
- Thom Gruhler
- Thomas Laird
- Thought Leadership
- ticketing
- tidy up
- Tiffani Bova
- Tim Critchley
- Tim Deeson
- tim drake
- Tim Pickard
- time
- Time Management
- time money
- Timetrade
- timing
- Timpson
- Tinypulse
- Tip
- tips
- Tk Maxx
- TMAC
- To A Louse
- Toa Technologies
- Todd Eby
- todd olson
- Tom Eggemeier
- Tom Fishburne
- Tom Gibby
- Tom Goodmanson
- Tom Libretto
- Tom Martin
- Tom Peters
- Tom van der Lubbe
- Tom Walsh
- Tom Watts
- Tomedes.
- toms
- toms shoes
- Tony Adams
- Tony Bates
- Tony Fadell
- Tony Hsieh
- Top Tasks
- Total Experience
- Total User Experience
- Touchpoint
- Tove Kjellén
- Tower Magazine
- Tower Paddle Boards
- township
- Toxicity
- Traditional Marketing
- Traditional Marketing Methods
- traditional values
- Training
- training company
- Transavia
- transformation
- Transformation Project
- transformational leadership
- translation
- transparencies
- transparency
- transparent
- transport
- travel
- treat
- treats
- trends
- trendwatching
- tripadvisor
- true customer
- TrueCaaS
- trust
- trusted
- Trustpilot
- TrustRadius
- trusts
- TSB
- Tue Martin Berg
- Tue Søttrup
- Turnover
- Turnover Rate
- tv adverts
- tweet
- twelve
- Twilio
- Twist Image
- types of customers
- Ubiq Bi
- UCaaS
- Ujet
- uk
- Uk Brands
- uk business
- UK CE Awards
- Uk Market
- uk retail
- Unbabel
- unconditional service guarantees
- Unconscious Bias
- uncrowd
- understand
- Unemployment
- Unhappy Customer
- unified desktop
- Unilever
- united airlines
- united breaks guitars
- united business machines
- united kingdom
- University of Arkansas
- University of Southern California Marshall School of Business
- University of Sussex
- Unorthodox Ventures
- Unruly Media
- unstructured data
- unum
- UPC Switzerland
- Uplifting Service
- upsell
- upset customer
- Upshot.ai
- Upside Management
- us
- us business
- us data
- usability
- User Experience
- User Experience Design
- user generated content
- User Reviews
- usertesting
- UserZoom
- using social media
- Utility Bills
- utility theory
- ux
- Ux Design Principles
- Ux Design Process
- vala afshar
- value exchange
- values
- vanguard
- Vanguard Consulting
- vanguard method
- vanity metrics
- Vasco Pedro
- Vasili Triant
- Verint
- Verint Systems
- Verizon
- Vht
- Victoria Wejchert
- video
- Video Course
- video games
- Viisi
- viral
- viral product
- viral videos
- virgin atlantic
- Virgin Atlantic Airway
- Virgin Holidays
- Virtual Assistant
- virtual business lifestyle
- virtual queue
- Virtual reality
- Vision
- visioning
- VITEC
- Vivek Jetley
- Vivek Pandya
- Vivek Sharma
- VoA
- VoC
- vocal
- Voice AI
- voice analytics
- Voice Assistant
- voice of the agent
- Voice Of The Customer
- voicemail
- Volatility
- Voxpro
- Voyo Popovic
- VR
- VRx
- vulnerable customers
- W. Edwards Deming
- wadds
- wait
- wait customers
- waiting
- Waitrose
- Walker Sands Digital
- wall street journal
- Walt Disney
- Walter Flaat
- Warranty
- warren bennis
- Warwick Business School
- waste
- water
- Watermark Consulting
- Wayfair
- we make cool shit
- web 2.0
- web analytics
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- weber shandwick
- webinar
- weboptimiser
- Website
- Website Live Chat
- WelcoMe
- well being
- wellbeing
- wellness
- wendy lea
- Wendys
- Wes Towers
- wfm
- WFO
- Wharton
- What Customers Hate
- Wheelhouse.com
- When Everyone Leads
- when to ask for
- Whisky
- Whisky Distillery
- Whisky Production
- white papers
- whitepaper
- who is
- Why Customers Leave
- why do
- Why Should Anyone Work Here?
- WiCX
- will beckett
- will mcinnes
- Willem Romanus
- wins business
- winweb
- winweb online office
- wireless
- Wise Words
- Wix Answers
- Women In CX
- word
- word of mouth
- word of mouth marketing
- Wordpress
- words
- work
- work life balance
- Workforce
- Workforce Engagement
- workforce management
- workforce optimisation
- workforces
- working
- Workplace
- Workplace Happiness
- World Class Customer Experience
- World Class Customer Service
- World Class Services
- World Cup
- world retail congress
- World Tourism
- World Wide Waste
- world wide web
- WorldValuesDay
- worst customer
- worth
- Wow
- wow awards
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- Wow Service
- writing
- Writing A Blog
- Writing Tips
- Writing Well
- X Index
- xceptional
- Xenia Carr-griffiths
- XM Institute
- XM platform
- Xponent
- Yammer
- Yaron Morgenstern
- Yext
- yolanda
- yolanda facio
- Yong Lee
- Yorkshire
- You Can Be as Young as You Think
- you lead
- You Mon Tsang
- young brain
- Young Business
- young people
- your best customers
- your business
- your business model
- your customer experience
- your customer service
- your customers
- your employees
- Your Existing Customers
- Your Service
- your social media
- your team
- youth
- Youth unemployment
- youtube
- Yuval Brisker
- Zalando
- Zappos
- Zappos Insights
- Zappos.com
- Zappos.com Inc.
- zara
- zara store
- zara stores
- Zenarate
- zendesk
- zero party data
- Zig Serafin
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- Zimbra
- Zimbra Inc.
- Zingermans
- Zingly
- ZipRecruiter
- Zoho
- Zokri
- Zombie
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- zone
- Zoom
- Zoom ceiling
- Zopa
- Zopa.com
- Zuper
- Zurich
- Zurich Insurance
- [24]7
February 5, 2016
February 5, 2016
In hyper competitive markets, it can be hard to justify new customer experience initiatives that engage and develop relationships with customers. However, here’s a couple of […]