Customer Nurture Programme – building from the ground up

In a previous post, I talked about building momentum on positive feedback from customers, highlighting that a customer who gives a positive comment in a survey will need nurture before being ready to do a joint press release with your company.  But in order to build up a base of advocates and fans who are willing… Continue reading Customer Nurture Programme – building from the ground up

5+1 Factors on Managing Change & Transformation

In a recent blog, I talked about the amazing changes that the Workshare customer support team had brought about, increasing FCR (first contact resolution) by 25%.  The quality and speed of response continues to go up, (last week the team achieved 78%, a great result in a complex technical support environment), and it got me… Continue reading 5+1 Factors on Managing Change & Transformation

6 levels of recommendation – how to nurture more customer references

Customer references are one of the ultimate outcomes of a well delivered customer journey – it means that you did a great job, and a customer is happy to report that view to others, building your brand and helping build market traction. Recommendation is the undisputed champion of customer growth, so most businesses focus on nurturing… Continue reading 6 levels of recommendation – how to nurture more customer references