Podcast: Download (Duration: 35:25 — 32.4MB)
Following on from my recent interview, Social Business: walking the talk and debunking some of the myths: Interview with Will McInnes of NixonMcInnes, today I want to share with you an interview that I recently conducted with Kevin Kruse, a serial entrepreneur, angel investor, and NY Times bestselling author. He speaks and writes about...
This was a post that was originally posted on the Biztech magazine site in early July but I thought that I’d share it here with you too.
Make sure your business is using technology in a way that helps, not hinders, the customer experience.
When it comes to using technology for business, it’s easy to get distracted by the latest shiny new object. Social media, tablets and the cloud have created a tremendous amount of buzz about the revolutions each technology promises to deliver to small businesses. But how do we apply these...
This is the tenth in a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses ‘build better relationships with their customers and their people’. You can pick up an electronic copy of the book for free by clicking on the SECOND button down in the left hand column or by clicking...
Back in April Lauren Carlson, a CRM Market Analyst at Software Advice, provided a guest post (Five Great Customer Service Apps for Mobile) whilst I was away on holiday. More recently, her colleague, Ashley Furness, reached out to me to tell me about a new video that they had made about customer self-service.
Self-service and customers helping themselves are areas that interest me as I see the power and opportunity for business. However, I have not seen many businesses do it very well.
I watched the video and really liked it as it breaks down some of the key elements that are...
Podcast: Download (Duration: 29:36 — 27.1MB)
Following on from my recent interview, The customer service revolution is here and now – Interview with Mikkel Svane CEO of Zendesk, today I want to share with you an interview that I recently conducted with Will McInnes, Managing Director and co-Founder of NixonMcInnes, a Social Business Consultancy operating in...
Back at the end of March this year I published a post called: If you want to reach more customers then get your blogger outreach programme in shape.
On the back of that post, I was contacted by Hugh Anderson of Forth Metrics via Twitter about a new tool, Inkybee, that they were developing. What the tool aims to do is help you research the blogs and bloggers you want to target as part of a blogger outreach...
This is the ninth in a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses ‘build better relationships with their customers and their people’. You can pick up an electronic copy of the book for free by clicking on the SECOND button down in the left hand column or by clicking here...
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 seen lately as a Barclays customer. The survey was conducted by Foviance, on behalf of Barclays. I was invited to complete the survey when, as a business customer, I came to the end of an online banking session.
I was approached recently by a large organisation to go and talk to them about ‘Engagement’. The issue that they were having was that when they put customer in front of engagement, Marketing wanted to own it. But, when they put employee in front of it then HR wanted to own it.
I tell people about this story and they smile, knowingly.
Therefore, my client wanted me to come along and share a few ideas with them about what I have seen and had learned about the connection between the two and, to, effectively...
Podcast: Download (Duration: 23:18 — 21.3MB)
Following on from my recent interview, Reinventing customer experience in the legal sector – Interview with Karl Chapman of Riverview Law, today I want to share with you an interview that I recently conducted with Mikkel Svane, Chief Executive Officer and Founder of...
