Drive business growth by getting closer to your existing customers
Adrian is currently away on a holiday adventure so we thought you’d enjoy a dip into the archives to re-visit some posts that you have not seen. Enjoy. When trying to engineer new growth, many...
View ArticleWhat sort of customer relationship are you trying to create?
In today’s modern world, in order to manage and grow your customer relationships you have to understand what type of relationship you have. There are various types of relationships that a customer can...
View ArticleBusiness growth and getting closer to your customers
Adrian is currently away on a holiday adventure so we thought you’d enjoy a dip into the archives to re-visit some posts that you may not have seen. Enjoy. Originally posted on November 30th, 2009 When...
View Article60% of your customers are killing you with their silence
The sign and strength of a great company can often be determined by the number of referrals that it gets from its customers. However, there are many companies out there that are great but don’t get the...
View ArticleAsking for recommendations is great but not like this
photo credit: boltron- If a thing is worth doing, it’s worth doing well. I’m a great believer in asking for endorsements as a way of building evidence of our credibility, value and trustworthiness in...
View ArticleDrive business growth by getting closer to your existing customers
Adrian is currently away on a holiday adventure so we thought you’d enjoy a dip into the archives to re-visit some posts that you have not […] The post Drive business growth by getting closer to your...
View ArticleWhat sort of customer relationship are you trying to create?
In today’s modern world, in order to manage and grow your customer relationships you have to understand what type of relationship you have. There are various […] The post What sort of customer...
View ArticleBusiness growth and getting closer to your customers
Adrian is currently away on a holiday adventure so we thought you’d enjoy a dip into the archives to re-visit some posts that you may not […] The post Business growth and getting closer to your...
View Article60% of your customers are killing you with their silence
The sign and strength of a great company can often be determined by the number of referrals that it gets from its customers. However, there are […] The post 60% of your customers are killing you with...
View ArticleAsking for recommendations is great but not like this
photo credit: boltron- If a thing is worth doing, it’s worth doing well. I’m a great believer in asking for endorsements as a way of building […] The post Asking for recommendations is great but not...
View ArticleUsing customer experience as a tool to drive economic development – Interview...
Today’s interview is with Mandisa Makubalo, the CEO of Unlimited Experiences SA, the 1st 100% black women owned CX Management Consultancy in South Africa, a global […] The post Using customer...
View ArticleWhy CMOs should invest in their customer service teams
At the end of Feb 2022, Accenture released a new research report called: End-to-Endless Customer Service. The research surveyed 2,030 service leaders, 13,327 B2C customers and […] The post Why CMOs...
View ArticleBusting some CCaaS and CX technology myths – Interview with Vasili Triant of...
Today’s interview is with Vasili Triant, Chief Operating Officer of UJET, the world’s first and only cloud contact center platform for smartphone era CX. Vasili joins […] The post Busting some CCaaS...
View ArticleUnlocking a consistent path to purchase in the wake of SCA
This is a guest post from Ed Whitehead, the Managing Director EMEA for Signifyd. A path to purchase is the journey that a customer will make […] The post Unlocking a consistent path to purchase in the...
View ArticleHaving gone through 10 years of transformation in the past two years, how do...
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about resiliency, focus, reducing […] The post Having gone through 10 years...
View ArticleSelf-Scheduling: The answer to agent stress in modern, omnichannel contact...
This is a guest post from Magnus Geverts is VP, Product Marketing at Calabrio. I have been in the Workforce Management (WFM) business for over 20 […] The post Self-Scheduling: The answer to agent...
View ArticleTo be good at customer experience has to begin with an experiential triage –...
Today’s interview is with Nick Webb, a world-renowned Strategist, Bestselling Author, and Futurist. Nick joins me today to talk about his new book, What Customers Hate, […] The post To be good at...
View ArticleThe biggest digital transformation trends in 2022 and beyond
This is a guest post by Natasha Bougourd, a Senior Copywriter at Mediaworks. In the early months of the pandemic, businesses accelerated their adoption of digital […] The post The biggest digital...
View ArticleWhy you shouldn’t always build for the ‘happy path’ – Interview with Sam...
Today’s interview is with Samantha (Sam) Richardson, a principal visioneering consultant for Twilio Foundry. Sam joins me today to talk about why many people don’t think […] The post Why you shouldn’t...
View ArticleDiscovering customer experience in the banking industry
This is a guest post from Satish Krishnamurthy, Global Practice Head – BFSI at Tech Mahindra. Imagine the seamlessness of ordering on Amazon or hailing a […] The post Discovering customer experience...
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