The Strength of Your Brand is Not Dependent on the Size of Your Marketing Budget
Imagine you are in a situation, whether with friends or with work colleagues and you need to buy something: a new computer, a new car, a flight to a conference or whatever. Who do you call? In each...
View ArticleIs Social Media and the Internet Making Bennis’ Predictions Come True?
I was reviewing a relative old book (it is now over 20 years old) the other day: Warren Bennis’ On Becoming a Leader. In his book, Bennis suggests that the next generation of leaders will have certain...
View ArticleExecutives are customers too. So, why the perception gap on what influences...
photo credit: hunter.gatherer A few days ago across at Marketing Pilgrim, Cynthia Boris wrote 70 Percent of Consumers Won’t Buy from a Company They Don’t Like. The source of the statement was from a...
View ArticleCustomer service, people and how caring does scale – Interview with Gary...
Today’s interview is with Gary Vaynerchuk and follows on from my recent interview: Unruly engagement, creativity and collaboration is built on two things: People and Places – Interview with Sarah Wood...
View ArticleThe Strength of Your Brand is Not Dependent on the Size of Your Marketing Budget
Imagine you are in a situation, whether with friends or with work colleagues and you need to buy something: a new computer, a new car, a […]
View ArticleIs Social Media and the Internet Making Bennis' Predictions Come True?
I was reviewing a relative old book (it is now over 20 years old) the other day: Warren Bennis’ On Becoming a Leader. In his book, […]
View ArticleExecutives are customers too. So, why the perception gap on what influences...
photo credit: hunter.gatherer A few days ago across at Marketing Pilgrim, Cynthia Boris wrote 70 Percent of Consumers Won’t Buy from a Company They Don’t Like. […]
View ArticleCustomer service, people and how caring does scale – Interview with Gary...
Today’s interview is with Gary Vaynerchuk and follows on from my recent interview: Unruly engagement, creativity and collaboration is built on two things: People and Places […]
View ArticleBeyond digital and what many CMOs should be considering putting into their...
Last year I wrote a piece called 3 Customer Groups That Are Being Overlooked In The Customer Experience Whirlwind. In it I ventured that there were […]
View Article25 behavioural biases and how they influence the choices our customers make –...
Today’s interview is with Richard Shotton who is the Head of Behavioural Science at Manning Gottlieb OMD and author of the book: The Choice Factory: 25 […]
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Time, customer experience and driving retention and growth – Interview with...
Today’s interview is with Katie Christian who is the Head of Customer Success at Calendly one of the fastest-growing product-led growth companies. Katie joins me today […] The post Time, customer...
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Why you should prioritize accessibility in your customer service experience
This is a guest post by Amanda Winstead, a freelance writer from the Portland area. Customer service should be one of the top priorities for every […] The post Why you should prioritize accessibility...
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Even CX champions are struggling to keep up with rising customer expectations...
Today’s interview is with Adrian McDermott, Chief Technology Officer at Zendesk. Adrian joins me today to talk about the new Zendesk CX Accelerator report, the main […] The post Even CX champions are...
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9 ways to help get your budget approved
This is a guest post by Tom Gibby, the Co-Founder and CMO of The Bot Platform. The first step in asking is always the hardest. You […] The post 9 ways to help get your budget approved first appeared...
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Customer success and the role of community – Interview with Elaine Richards...
Today’s interview is with Elaine Richards, who is the COO of 37signals, the makers of Basecamp and HEY. She joined 37signals in 2021 and joins me today to talk […] The post Customer success and the...
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Is it time to talk about a more sustainable approach to serving our customers?
At a recent event, I spoke to a Chief Technology Officer (CTO) about how it was not untypical for him to have a day of 14 […] The post Is it time to talk about a more sustainable approach to serving...
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Leadership lessons from the winner of the 2022 CX Leader of the Year –...
Today’s interview is with the winner of the MyCustomer 2022 CX Leader of the Year competition: Maneesha Bhusal, Director Customer Experience & Marketplace Operations at Jingdong […] The post...
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Happy employees = happy customers. Achieve both with Punk CX.
I recently attended Verint’s Engage EMEA event, where I enjoyed sharing a few ideas and talking with a bunch of CX leaders, professionals and experts about […] The post Happy employees = happy...
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Customer journey orchestration made easy – Interview with Mark Smith of CSG
Today’s interview is with Mark Smith, who is Senior Vice President of Digital Experience at CSG and is a business leader with 25 years of global […] The post Customer journey orchestration made easy –...
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7 Customer experience related predictions for 2023
For the last four years, in and around December, I have compiled a set of customer experience-related predictions for the coming year. For each article, I […] The post 7 Customer experience related...
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