Paying Attention to the People with Kate Nasser

Andrew —  April 8, 2013 — Leave a comment
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Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company. It is for this reason I was excited to have her on this episode of the CX404. As much as I like to talk about processes, technologies and structures it is the people at the end of the line, behind the counter which will make the real difference.

Kate Nasser is the People-Skills Coach(TM) She teaches, consults, talks, writes and blogs all on this subject. She has a background in technology, low level stuff too but learned along the way that there is more there as well. She shares some of those tidbits she has learned along the way, as well as a few recent events.

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Situational Awareness in Customer Service (Russel Lolacher The Upsell)

Andrew —  March 3, 2013 — Leave a comment
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Russel Lolacher and I have a similar illness, we see every interaction people have with companies and think about how it could have been done differently or better. Sometimes, we are surprised at what we see. A previous girlfriend got tired of listening to his analysis and so he decided to start blogging. The Upsell is his place to capture all those experiences but also share them with the rest of us.The Upsell

In this episode of the CX404 we talk to Russel about the customer experience and particularly how situational awareness plays a role in the whole experience.

Russel Lolacher is the Web & Social Media Director for the British Columbia Ministry of Transportation and Infrastructure, & creator and moderator of the blog at THE UPSELL. He believes that “what better way to entice your customers to spend more and build a relationship for long-term patronage, than with GREAT customer service”. Continue Reading…

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The Keys to Satisfied Customers. The Sufferfest’s David McQuillen

Andrew —  February 24, 2013 — Leave a comment
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The role of customer experience design in satisfying customers

CX404 was very excited to have a chance to speak to David McQuillen as he has almost 18 years in customer experience. He spent many years at Credit Suisse in Europe and more recently at OCBC in Singapore heading customer experience programs. In this podcast he shares some of his insights into what really plays a role in making customers happy both online and off.

Customer Experience Programs in Financial Institutions

David had spent over 18 years in the customer experience programs in many different regions of the world including an 10 year stint at Credit Suisse and 3 years at OCBC Bank in Singapore. He realised quickly that those large financial institutions knew well how to build powerful strategies but they were struggling with how to interact with customers. Those touch points needed to be looked at at how they influenced the customer experience. Continue Reading…

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Facebook stealing service away from Twitter?

Andrew —  February 14, 2013 — Leave a comment

Some new data came out this week from Socialbakers showing that the number of questions being asked on Facebook to brands has increased 26% in 6 months. So, what does this mean? Are people finding the fluid stream of Twitter less than comforting or helpful, or is Twitter too slow?

Integrate don’t innovate when servicing customers Continue Reading…

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