When talking about measuring employee engagement, happiness or satisfaction at work many people resort to quarterly, biannual or annual surveys. Don’t get me wrong. These type of surveys can be great and very insightful when done well.
However, one of the key weaknesses many of them suffer from is that they lack follow up and fail to relate to staff what has been found out and what is going to be done with the results etc etc. This is not so different to what happens when many firms survey...
Podcast: Download (Duration: 23:38 — 21.6MB)
Today’s interview is with Mark Bower, co-founder and CTO of CubeSocial, who are developing and have launched some cool products in the social CRM and customer engagement space, particularly for professional service firms.
This interview follows on the back of last week’s interview:...
Today I want to share something different with you. It’s a video that I came across about customer service in Japan that I found on Gadling that was originally posted on LiveLeak earlier this year. The video is only 51 secs long but is definitely worth a watch.
Did you watch the video? Surprised? Funny?
In a country that uses a lot of technology, I think it is fascinating and insightful to see a very personal approach to solving a customer’s problem.
Is it a spoof? I don’t...
Podcast: Download (Duration: 31:38 — 29.0MB)
Today’s interview is with Stan Phelps an “experience architect”, author, professor and popular keynote speaker. Hat tip for the idea for this interview goes to James Lawther who recently hosted a guest post (5 Easy Ways to Increase Employee Engagement) from Stan on his blog.
Stan recently published a new...
Podcast: Download (Duration: 14:44 — 13.5MB)
Today’s interview is with Jessica Hagy, who is widely known for her award winning blog: Indexed (I’ve been a subscriber for years!). Recently, she wrote an article for Forbes...
Research released earlier this year by Sabio and the Customer Contact Association showed that anywhere between 25% and 40% of the calls that are being handled by UK contact centers are unnecessary or avoidable. According to the research, the most common causes of these calls were:
Podcast: Download (Duration: 21:30 — 19.7MB)
Today’s interview is with Molly Flatt, Word of Mouth Evangelist for global marketing agency 1000heads, to get some insight into how to get the most out of your word of mouth marketing.
This interview follows on the back of last week’s interview:...
Today, I was thinking about writing a piece about customer service and the process of performance improvement. As part of my writing process I was looking through a bunch of materials when I found a store of quotes that I had once made.
As many people that know me will attest, I am a lover and collector of quotes. So much so, that I was given a big book of them by my father for Christmas one year.
Thinking about the piece that I wanted to write and what I wanted to reflect, it struck me that it might be just as useful to share a few of the quotes with you. I may, at some point, write the piece that I was going to. In the meantime, here are the...
Podcast: Download (Duration: 22:01 — 20.2MB)
Today’s interview is with Hugh Anderson of Forth Metrics, a software company that is creating new, simple marketing analytics tools. Their first tool, Inkybee, aims to help small businesses and PR agencies to get more out of their blogger outreach by helping discovering blogs, manage the outreach process and measure the results.
This interview follows...
Podcast: Download (Duration: 17:12 — 15.7MB)
Today’s interview is with Dave Kerpen, the cofounder and CEO of Likeable, an award-winning social media and word-of-mouth marketing firm which includes Likeable Media, Likeable Community College, and Likeable Local – a provider of social media solutions for small business using proprietary software.
He is also a New York...
