On boarding new recruits to drive delighted customers

So as we wrap up or inaugural month long sales academy, I’m delighted to announce that despite a very tough training schedule, our exceptional rookies are now fully qualified Sales Account Executives, having passed the Workshare Sales Academy with flying colours. They’ve had a very tough month in London, flown in from the USA to… Continue reading On boarding new recruits to drive delighted customers

The right way to use your customer survey data

Whether you are running hugely complex outsourced customer surveys, or light touch online short questionnaires, the real challenge for most of us is understanding what the survey data is telling us and making use of it wisely to drive a more positive customer experience. Most survey data is made up of qualitative and quantitative data,… Continue reading The right way to use your customer survey data

Linking your customer experience to your company values

So it’s been a couple of busy months, and I had promised to talk about customer experience metrics that happen the most, but dear readers, you’ll have to wait for that one till next month. This month is all about your external customer experience and your values. Last week, we had a fantastic offsite event… Continue reading Linking your customer experience to your company values

Increasing survey response rate as you reduce the cost

Whilst most of us who are passionate about customers, responding to them based on our understanding of the customer needs and our business constraints, giving customers the option to rate you and directly comment on your products and services is a long accepted critical element of understanding how well you are doing.  Over the last… Continue reading Increasing survey response rate as you reduce the cost

Chief Customer Officer Forum

This week, I was fortunate enough to attend an event organised by Peter Massey, the Chief Customer Officer Forum.  It’s a fantastic invite only community of customer experts, customer experience director & chief customer officers from many large and well known brands.  With Chatham House rules applying, we can openly sharing learnings, innovations and challenges that… Continue reading Chief Customer Officer Forum

What I’ve discovered on churn versus new business metrics

I’m taking a slight diversion on this week’s blog from my recent posts around cultures and values within Workshare. This week I’ve been wrestling with the challenges of how our customer success team contributes to the business and how best to measure it. So that we are all clear on what Workshare’s Customer Success team… Continue reading What I’ve discovered on churn versus new business metrics