Beyond the Familiar – Long-Term Growth, Customer Focus, NPS and other...
This is the 9th interview of this year and I think you are in for a treat. Today’s interview is with Professor Patrick Barwise of London Business School about his new book, Beyond the Familiar. Now,...
View ArticleCreate an enjoyable customer experience and get a Net Promoter Score of 70%
This is the seventh of 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...
View ArticleHow NPS Correlates to Long-Term Revenue Growth
It’s been 10 years since Fred Reichheld first introduced Net Promoter Score (NPS) in his Harvard Business Review article “The One Number You Need to Grow.” Since then, thousands of companies have...
View ArticleBeyond the Familiar – Long-Term Growth, Customer Focus, NPS and other...
This is the 9th interview of this year and I think you are in for a treat. Today’s interview is with Professor Patrick Barwise of London […] The post Beyond the Familiar – Long-Term Growth, Customer...
View ArticleCreate an enjoyable customer experience and get a Net Promoter Score of 70%
This is the seventh of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It […] The post Create an enjoyable customer experience and get a Net...
View ArticleHow NPS Correlates to Long-Term Revenue Growth
It’s been 10 years since Fred Reichheld first introduced Net Promoter Score (NPS) in his Harvard Business Review article “The One Number You Need to Grow.” […] The post How NPS Correlates to Long-Term...
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The 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...
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Why 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...
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Discovering 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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Little personal touches can make all the difference – Interview with Jawad...
Today’s interview is with Jawad Malik, the founder of Chicago-based Idrese, a direct to consumer (D2C) brand that provides affordable and luxury custom-made shoes made in […] The post Little personal...
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New research finds that customer service agents are abusing customers
At the end of March, Olga Khazan writing in The Atlantic published an article that asked “Why People Are Acting So Weird.” The article describes how, […] The post New research finds that customer...
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Leveraging branded virtual assistants to drive personalisation and innovation...
Today’s interview is with Eric Turkington, Vice President of Growth at RAIN, a pioneer in voice & conversational AI, that is helping people, brands and businesses […] The post Leveraging branded...
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Workforce wellbeing – what does it really mean and why does it matter more...
This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. The impact of the past few years has been wide-reaching and traumatic. Flexible […] The post Workforce wellbeing – what...
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The idea that scripts ruin customer experience is a dangerous one – Interview...
Today’s interview is with Jimmy Hosang, Co-Founder and Chief Executive Officer at The Modular Analytics Company (TMAC), a rapidly expanding artificial intelligence and machine learning provider […]...
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Building a robust digital customer experience strategy in 3 steps
As we emerge from the pandemic into a geopolitical crisis that is fueling inflation and shortages worldwide, the economic and competitive environment will become increasingly challenging […] The post...
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Design is not design without research – Interview with Alfonso de la Nuez of...
Today’s interview is with Alfonso de la Nuez, the Co-CEO and Co-Founder of UserZoom, the pioneering UX Insights System. Alfonso joins me today to talk about […] The post Design is not design without...
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Customer outcomes – A business model transformed
This is a guest post by Johan Treutiger, Åsa Ahlgren, Erik Thure, and Erik Tengblad of Arthur D. Little. Over the past five years, organizations across […] The post Customer outcomes – A business...
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Unlocking the hidden value of language to drive personalisation – Interview...
Today’s interview is with Assaf Baciu, the Chief Operating Officer and co-founder of Persado. Assaf joins me today to talk about Motivation AI, language, personalisation and […] The post Unlocking the...
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How to avoid burnout at the workplace
This is a guest post by Eleonora Hristova, a copywriter that writes on behalf of Dune London. Burnout because of stress in the workplace is now […] The post How to avoid burnout at the workplace first...
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42% of workers feel that digital transformation efforts have made their job...
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about a new report […] The post 42% of workers feel that digital...
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