Great customer service and customer experience requires emotional...
It’s been a wee while since I’ve published an interview here on the blog. So, following on from the interview, Creating a great place to work is the best business investment decision you could ever...
View ArticleThe emotional component of customer experience: the next competitive...
Following hot on the heels from, Great customer service and customer experience requires emotional intelligence – Interview with Jo Causon of The Institute of Customer Service, today I am excited to...
View ArticleTrue customer engagement is not based on click throughs or contests –...
Following on from my recent interview, Build relationships with your customers that matter – Interview with Chris Brogan on The Impact Equation, today I am pleased to present to you an interview I did...
View ArticleWhen it comes to customer service, I’m a name not a number
This post describes an experience that I recently had with my water company, Southern Water. I think it illustrates how many companies organise themselves but what it shows is that they are organised...
View ArticleKarma and how to be a better leader and build a more customer centric businesses
I like the idea of karma and believe in it. I, also, believe it can teach us lessons about how to be better leaders and be more customer and employee centric businesses. Let me explain my thinking. The...
View ArticleMarketing Requires Not Just New Tools and Skills But New Attitudes –...
Today’s interview is with Dee Blick, bestselling business author, marketing consultant and Fellow of the Chartered Institute of Marketing. She agreed to join me to talk about her new book: The 15...
View ArticleContent Marketing: One of the most customer-centric forms of marketing
I’ve taken a few days off over the Christmas and New Year period so this is a guest post from Jessica Davis, a Content Strategy Specialist with Godot Media. I’ll be back in the New Year. Until then,...
View ArticleThe habits of leading customer centric businesses – Interview with Bob Thompson
Today’s interview is with Bob Thompson, CEO of CustomerThink Corp. and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. Bob’s also...
View ArticleAre you stopping some of your customers from doing business with you?
#96614904 / gettyimages.com I’m a big fan of the TV show Undercover Boss, whether it is the UK, the US, Canadian or Australian versions. What I really like about the shows is that they allow leaders in...
View ArticleSuccessful innovation doesn’t have to involve a massive breakthrough in...
#171312360 / gettyimages.com Today’s interview is with Adrian Collins, the MD of Ziggurat Brands. Adrian joins me today to talk about innovation and a business and set of products (bac<) that they...
View ArticleBusiness needs to be agile and customer centric if it is to avoid the coming...
#200188893-002 / gettyimages.com Today’s interview is with Alan Trefler, who is the Founder and Chief Executive Officer of Pegasystems, the publicly traded American software company which has several...
View ArticleHow to navigate the new age of customer experience
This is a guest post from Robin Collyer, Marketing and Decisioning specialist, Pegasystems We are currently in a new age of Customer Experience, where customers’ expectations are continually rising....
View ArticleWhat it takes to build an award winning and customer centric culture –...
Today’s interview is with Fiona McSwein, Chief Customer Officer at Simply Business, the UK’s favourite business insurance broker. They’ve just been awarded first place in The Sunday Times’ 100 Best...
View ArticleThe only person that everyone has in common is the customer – Interview with...
Today’s interview is with Ben Reason, founding partner of Livework, a leading service design firm. They help organisations with customer related challenges and how they affect the business and the...
View ArticlePredictive analytics and solving the problem of silent customer churn –...
Today’s interview is with Anil Kaul who is the CEO and co-founder of Absolutdata, a big data and predictive analytics firm. They describe themselves as decision engineers, where they apply decision...
View ArticleMoving from product to customer centricity, the Mercedes Benz USA story –...
Today’s interview is with Joseph A. Michelli, Chief Experience Officer at The Michelli Experience, an internationally sought-after speaker, best-selling author, and organizational consultant. Joseph...
View ArticleHow to create a wow customer experience – Interview by Jonty Pearce
Today’s interview is something different. It’s me, Adrian Swinscoe, being interviewed by Jonty Pearce of callcentrehelper.com about my new book (How to Wow: 68 Effortless Ways to Make Every Customer...
View ArticleDon’t leave the customer behind in your digital transformation journey
Research by McKinsey shows that over 70% of all transformation projects fail, which they define as “large-scale efforts to achieve substantial, sustainable changes in performance, enabled by long-term...
View Article65% of leaders believe that it’s not up to them to tackle customer centricity...
Today’s interview is with Alison Esse, Co-founder and Director of The Storytellers, a culture change consultancy, and pioneers of storytelling in business. Alison joins me today to talk about a new...
View ArticleLean UX: The foundation for continuous innovation
This is a guest post from Jouk Pleiter, CEO of fintech company Backbase. Lean UX is as much a philosophy as it is a set of practices, all geared towards trimming the fat from the way legacy-based banks...
View Article
