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Customer Relationship Management CRM systems can be more human – Interview with Nikolaus Kimla, CEO of pipelinersales.com 23 Aug 2013 | 05:19 pm
Today’s interview is with Nikolaus KImla, CEO and partner of pipelinersales.com, about how they are trying to reinvent Customer Relationship Management (CRM) and his belief that sales people are the e...
Customer and employee engagement and Managing By Wandering Around (MBWA) 20 Aug 2013 | 07:26 pm
I was recently contacted by Matt Tenney about whether I would be willing to conduct an email interview for his blog and, perhaps, for use in a book that he is working on for Portfolio. The interview f...
Customer Satisfaction Is On The Rise Globally – Interview with Sam Boonin, VP Products at Zendesk 16 Aug 2013 | 05:32 pm
Today’s interview is with Sam Boonin, Vice President of Products at Zendesk, about their recently published Q2 Benchmark report that shows that customer satisfaction is on the rise globally. This int...
When it comes to improving customer experience, what are your Brailsfords? 13 Aug 2013 | 03:00 pm
I love discovering new ways of looking at how we increase performance and deliver better service. I’m, particularly, inspired by insights from different areas like sport, music, the arts etc. One suc...
Employee engagement is about human relationships not human resources – Interview with Luis Suarez of IBM 9 Aug 2013 | 07:21 pm
Today’s interview is with Luis Suarez @elsua, a leading thinker, Knowledge Manager, Community Builder and Social Software Evangelist for IBM. He agreed to talk to me about employee engagement followin...
Impressive ways to Wow the Customer 6 Aug 2013 | 03:02 pm
This is a guest post by Stefanie Amini, Marketing Director, WalkMe Where’s the “WOW!” That’s a common question that customers can legitimately ask when they are constantly offered a multitude of prod...
Helping customers, standing out, being human and telling stories through blogging – Interview with Mark Schaefer 2 Aug 2013 | 08:13 pm
Today’s interview is with Mark Schaefer, one of the most acclaimed and accomplished marketing consultants in America as well as being a best selling author. He agreed to talk to me about his new book ...
Customers behaviour and their customer service choices trump new technology every time 29 Jul 2013 | 09:51 pm
The folks over at Parature recently produced an infographic about the evolution of customer service channels over the course of the last few decades. They then combined that infographic with a series ...
Outstanding brands become part of their customers story – Interview with Bernadette Jiwa 26 Jul 2013 | 09:45 pm
Today’s interview is with Bernadette Jiwa, two time author of #1 Amazon Bestsellers, who agreed to talk to me about her new book (already a #1 Amazon Bestseller): The Fortune Cookie Principle: The 20 ...
A Shy Leader, Running and Changing Your Culture 24 Jul 2013 | 12:27 am
Isn’t developing a positive working culture at the heart of everything good? Great customer service, better customer experience, higher productivity and employee engagement, more innovation etc etc. ...
