Category Archives: Process

When Steve Whittington, VP Marketing and Customer Experience at Flaman Group of Companies, saw that the agricultural and fitness equipment company had many leads but sales figues that weren’t keeping up, he knew he had to dig deeper. What he discovered was that sales prospects and customers weren’t having a great experience. “We were pouring…

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Does Your Organization Have a Customer Experience Program? Thinking About It? In today’s interview, Steve Walden, author of the new book Customer Experience Management Rebooted, argues that too often our corporate obsession with metrics in customer experience programs leads us astray. We end up focusing too much on improving efficiency, so we can “prove” the…

Why I Go to the CXPA Insight Exchange Of all the customer experience conferences I go to the CXPA Insight Exchange is my favorite. CXPA, for those who aren’t familiar with it, is the Customer Experience Professionals Association. Why do I like this conference so much? The CXPA Insight Exchage is  just the right size (about…

Social Customer Care is Scary, But Inevitable I won’t lie to you: there’s a lot that can go wrong when you are interacting with customers online. But more and more customers are turning to social media when they’ve got a problem or complaint. If you aren’t there to offer that social customer care, things can easily…

Podcast (fr): Download (Duration: 37:47 — 51.9MB)

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Customer Service Training Can Be Worthwhile, But… Customer service training is one of the most commonly searched terms online. Sadly, far too many companies throw away their money on such training. I bet United Airlines spends hundreds of thousands of dollars on customer service training, and we see where it got them. Don’t get me…

Investment Management Firm’s Success Starts With Values I just got back from an amazing two weeks in South Africa, where I spoke at the Seamless Africa Conference, interviewed people like today’s podcast guest, Nomi Bodlani from investment management firm, Allan Gray and then explored the history, politics, beauty and wine of the region. Get your FREE…

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What Impact Will Kaiser Permanente’s Acquisition of GHC Have On Customer Experience? Seattle-based Group Health Cooperative (GHC) has been in business for over 75 years; longer that Kaiser Permanente, which recently acquired it. In today’s podcast interview with GHC’s Customer Experience Designer, Brian Clark, we talk about how the acquisition could be a positive thing for customers,…

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Who hasn’t stood in a lineup trying to access a government service? It’s so easy to bash government service departments, especially when you’ve spent an hour in a lineup only to be told you are missing something and have to start all over. Or you are filling in an online form and it glitches and you have…

Podcast (fr): Download (Duration: 35:55 — 49.3MB)

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The Hockey Stick Curve Growth Fallacy Maybe it is because I live in oil country, but I’ve been talking to a lot of business owners who are sadly admitting that they are having to lay off staff. For the first year of low oil prices everyone held out hope that prices would rebound, but now…

Process Problems Upset Customers AND Hurt Profitability Process is the 3rd P in the 3P Profit Formula I discuss in the book PeopleShock: The Path to Profits When Customers Rule, and it is one of the biggest areas where organizations fall down on customer experience. (The first two Ps are Promise and People.) I mean, really, why…

Podcast (fr): Download (Duration: 17:08 — 7.8MB)

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