Video Interviews

  • Jeanne Bliss - Customer Centricity: Gain Traction

    Jeanne spent 25 years on the jon driving customer focus and profitability inside five large US corporate machines.  She reported to the founder of Lands' End as chief zealot for the Lands' End Customer Experience.  She served Allstate as its officer for customer satisfaction and retention. She was General Manager for Worldwide Customer and Partner Loyalty for Microsoft.

    In this 5m 55s interview Jeanne explains

    • Options on where to get started to improve customer focus
    • Tactics to use in different organisational cultures
    Jeanne Bliss - Customer Centricity: Gain Traction

  • Jeanne Bliss - Customer Centricity: The Executive Role

    Jeanne spent 25 years on the jon driving customer focus and profitability inside five large US corporate machines.  She reported to the founder of Lands' End as chief zealot for the Lands' End Customer Experience.  She served Allstate as its officer for customer satisfaction and retention. She was General Manager for Worldwide Customer and Partner Loyalty for Microsoft.

    In this 3m 9s interview Jeanne explains

    • What should senior executives do the drive customer centric Culture
    • What are the most common failure points
    Jeanne Bliss - Customer Centricity: The Executive Role

  • Jeanne Bliss - KPI's to Drive Customer Centricity

    Jeanne spent 25 years on the jon driving customer focus and profitability inside five large US corporate machines.  She reported to the founder of Lands' End as chief zealot for the Lands' End Customer Experience.  She served Allstate as its officer for customer satisfaction and retention. She was General Manager for Worldwide Customer and Partner Loyalty for Microsoft.

    In this 5m32s interview Jeanne explains

    • What measures you should be using to start drive customer action
    • How you should be using them 
    Jeanne Bliss - KPI's to Drive Customer Centricity

  • Peter Murley - Influencing How Customers Interact with Organisations

    Peter has led customer service and the design and execution of customer experience based strategies for a range of UK companies including Firstdirect Bank, ITV Digital, Telewest , GO Fly Airlines and Cellnet (O2)

    In this 6m 34s interview Peter explains

    • How you can influence the ways customers interact with your organisation
    • Some common mistakes and how to avoid them
    Peter Murley - Influencing How Customers Interact with Organisations

  • Peter Murley - Managers and Leaders in Customer Centric Organisations

    Peter has led customer service and the design and execution of customer experience based strategies for a range of UK companies including Firstdirect Bank, ITV Digital, Telewest , GO Fly Airlines and Cellnet (O2)

    In this 5m 26s interview Peter explains

    • How managers and leaders need to operate differently in customer centric organisations
    • Some common mistakes and how to avoid them
    Peter Murley - Managers and Leaders in Customer Centric Organisations

  • Peter Murley - Techniques for Listening and Acting on Voice of the Customer

    Peter has led customer service and the design and execution of customer experience based strategies for a range of UK companies including Firstdirect Bank, ITV Digital, Telewest , GO Fly Airlines and Cellnet (O2)

    In this 7m01s interview Peter explains

    • What techniques leading customer focused organisations are using to Listen to and Act on Voice of the Customer
    • Some common mistakes and how to avoid them
    Peter Murley - Techniques for Listening and Acting on Voice of the Customer