Is your marketing both interesting and interested?
I was talking about the changing nature of marketing the other day with a client and were talking about how it is getting harder and harder to generate results via traditional approaches to marketing...
View ArticleWhat kind of customer loyalty and retention programmes can small and medium...
A few days ago I saw a question on Focus.com: What kind of loyalty programs can small and medium sized businesses easily implement? After seeing the question, I headed over there and left an answer:...
View ArticleApply the Granny test to get closer to your customers
Earlier today I was sitting on a train after visiting a couple of clients. Now. whilst I was fiddling with my phone…..answering emails, sending out tweets and playing a few games (ahem! It is was a...
View ArticleIt Is A Mistake To Delegate The Responsibility Of Connecting With Your End...
I’ve been away on holiday for a few days and have just returned. Whilst I get back up to ‘speed’, I’m posting this piece that originally appeared on my Forbes.com column a couple of weeks ago as a...
View ArticleIs your marketing both interesting and interested?
I was talking about the changing nature of marketing the other day with a client and were talking about how it is getting harder and harder […]
View ArticleWhat kind of customer loyalty and retention programmes can small and medium...
A few days ago I saw a question on Focus.com: What kind of loyalty programs can small and medium sized businesses easily implement? After seeing the […]
View ArticleApply the Granny test to get closer to your customers
Earlier today I was sitting on a train after visiting a couple of clients. Now. whilst I was fiddling with my phone…..answering emails, sending out tweets […]
View ArticleIt Is A Mistake To Delegate The Responsibility Of Connecting With Your End...
I’ve been away on holiday for a few days and have just returned. Whilst I get back up to ‘speed’, I’m posting this piece that originally […]
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Customer journey orchestration made easy – Interview with Mark Smith of CSG
Today’s interview is with Mark Smith, who is Senior Vice President of Digital Experience at CSG and is a business leader with 25 years of global […] The post Customer journey orchestration made easy –...
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7 Customer experience related predictions for 2023
For the last four years, in and around December, I have compiled a set of customer experience-related predictions for the coming year. For each article, I […] The post 7 Customer experience related...
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What the heck is Relative Attractiveness and why it matters? – Interview with...
Today’s interview is with Richard Hammond, co-founder and CEO of Uncrowd, the innovative enterprise SaaS experience analytics platform that helps organisations grow market share by revealing […] The...
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Turning the unamazing into the amazing
How businesses can meet the demands of digital-savvy customers and push the boundaries of CX This is a guest post by Laura Bassett, Vice President, Product […] The post Turning the unamazing into the...
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Imagine having to type a ticket using a gaming console – Interview with Tony...
Today’s interview is with Tony Adams, Product Manager at Supercell, the global gaming company based in Helsinki, Finland. Tony joins me today to talk about Player […] The post Imagine having to type a...
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Service for Generation Z – How to assist this tech-savvy generation
This is a guest post by Amanda Winstead, a freelance writer from the Portland area. Providing exceptional customer service has always rested at the heart of […] The post Service for Generation Z – How...
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Building your house to be able to deliver a truly personalised customer...
Today’s interview is with Greg Kihlström, author and Principal at GK5A, who advise organisations on customer experience, marketing technology, and digital transformation initiatives. He is also […]...
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A story about inclusive customer experience
Around the time of my wife and I’s wedding anniversary, to celebrate, we took Monday afternoon off and went for a walk at a local nature […] The post A story about inclusive customer experience first...
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We need to move leadership from the job of one to the job of the many –...
Today’s interview is with Julia Fabris McBride, Chief Leadership Development Officer at the Kansas Leadership Center and co-author of a new book called When Everyone Leads: […] The post We need to...
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What elephants and customer experiences have in common
This is a guest post from Jim Davies, Chief Experience Officer (CXO) at Calabrio. Customers are like elephants; they have amazing memories. This means they will […] The post What elephants and...
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Let your people be the humans they’ve spent all their life training to be –...
Today’s interview is with John Sills, Managing Partner at the customer-led growth company, The Foundation. John joins me today to talk about his new book (The […] The post Let your people be the...
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Dialpad is betting that TrueCaaS is the future of customer service. They...
Over the last few years, despite the investment in self-service tools and technology to help drive proactive, predictive and pre-emptive service, live, and asynchronous, customer support […] The post...
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