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Customer feedback – when is the wrong time to ask for it?
Customer feedback - when's the wrong time to ask? This is a story of gaining customer feedback and when might be wrong time and place to do it. On Saturday, I was giving a talk as part of a Masterclass...
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Make it easy for your customers to give feedback or offer suggestions
This is something that I saw when Hana and I were out shopping the other day for food. Now, I applaud the different efforts companies make to engage and garner feedback from their customers……. but,...
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How Consumers Give Feedback
I’ve just seen some really interesting results in an article in the March Edition of The Customer Experience Journal from Bruce Temkin across at the Temkin Group, a US a customer experience research...
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Five Great Customer Service Apps for Mobile
As many of you may know, it is Easter bank holiday weekend here in the UK which means we have a public holiday for the next four days. As a result I’m taking a few days off and Lauren Carlson from...
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Customer Feedback: Could we improve response rates by adding a question?
Barclays have been in the news a lot lately but this post is not about their transgressions. What it is about is an online customer feedback survey (see image below – click to enlarge) that I have...
View ArticleCustomer feedback is the most effective way of improving the financial...
Today’s interview is with Guy Letts, founder and Managing Director of CustomerSure, a cloud based software firm that helps businesses gather feedback from their customers – not as an annual marketing...
View ArticleHow we transformed our organisation and our customer experience – Interview...
Today’s interview is with Damian Thompson, Director of Distribution at Principality Building Society, a Welsh building society founded in 1860 and head-quartered in Cardiff. Principality is the largest...
View ArticleSome people say that customer surveys are dead, they’re wrong and here’s why
I recently saw the headline of an article on MyCustomer.com called: The Deadzone: Why customer surveys are dead. Having a keen interest in customer service and experience, I was intrigued by the...
View ArticleHaving a great product without great support doesn’t mean anything –...
Today’s interview is with Sarah Metcalfe, Head of Customer Service at SureFlap, an award winning smart pet products manufacturer based in the UK. Sarah joins me today to talk customer feedback and...
View ArticleDo you know what your customers truly want?
This is a guest post by Lexie Lu, a designer and regular blogger at Design Roast. As many as one-third of adults in the United States have “broken up” with a brand because they felt that the marketing...
View ArticleIs it time to stop talking about employee engagement?
Today’s podcast interview is a little different as it is an interview that I did earlier this year with the folks over at Engage For Success. My interviewer is Jo Moffat and over the course of our...
View ArticleFostering a listening culture is the best way to deliver better customer and...
Today’s interview is with Rob Pace, the founder and CEO of HundredX, a technology platform/app that works with major brands such as professional sports teams, Mary Kay and the University of Notre Dame,...
View ArticleFocus on the right things to drive your own customer experience revolution –...
Today’s interview is with Susan Ganeshan, Chief Marketing Officer of Clarabridge, a leading customer experience Saas platform that transforms survey, social, voice and all other forms of customer...
View ArticleHow to improve customer experience using employee feedback
This is a guest post from Sreeram Sreenivasan, Founder & CEO of Ubiq BI. Typically, businesses conduct customer surveys & interviews and apply the feedback to provide a better customer...
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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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Tool time, task time and how ChatGPT will change everything in customer...
Today’s interview is with Des Traynor, Chief Strategy Officer and Co-founder at Intercom. Des joins me today to talk about some research they recently conducted around […] The post Tool time, task...
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Five forward-looking skills for the future generation of leaders
This is a guest post by Dominic Fitch at Impact International. There is no denying that the world of business is evolving at an incredibly fast […] The post Five forward-looking skills for the future...
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