In this installment of our “Expert Interviews” series on YouTube, I interview Adrian Swinscoe. Adrian is a customer experience consultant and advisor. He is the author of How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson) and has worked with brands such as Shell, FT and The Economist Group. Adrian’s book How to Wow covers a […]

I had the great pleasure of speaking with self-success speaker Joy Marsden about motivation, perseverance, and the power of keeping moving. Keep Stepping to Succeed Joy believes that we need to keep moving forward, to keep stepping, into the midst of challenge. And while not everyone may lead others or want to, we each must lead

In my conversation with hospitality service expert Christoff Weihman, we covered a number of topics surrounding hospitality customer service, including how it is evolving and how it differs from other service models. How to Give 5-Star Hospitality Customer Service Christoff believes that 5-Star service is about feeling – how customers feel during their experience with

Known most commonly as NPS®, Net Promoter Score® is probably the most popular metric in customer experience and customer service. The Net Promoter Score measures the answer to a single customer survey question: How likely is it that you would recommend [brand/product/service] to a friend or colleague?  The concept of  NPS was first proposed in 2003

I was able to catch up with my buddy Stan Phelps at Influence 2016, the annual conference of the National Speakers Association. Stan, who is the author of five different books on customer experience, gave me a quick glimpse at why his next book, Red Goldfish, focuses on social purpose in corporations.

I was able to catch up with my podcast partner, Jeannie Walters, at the recent National Speakers Association Influence 2016 event in Arizona and talk with her about one of her customer experience specialties: microinteractions. What Are Microinteractions? A microinteraction is any small moment where a customer interacts with your brand. It could be a confirmation email, an exit

I had the pleasure to speak with Jay Baer for our new “Expert Interviews” series on YouTube. Jay is a renowned business strategist, keynote speaker and the New York Times best-selling author of five books who travels the world helping businesspeople get and keep more customers. He recently wrote a fantastic book on social media