Six Golden Rules to map a customer journey that works

So far, we have covered retaining customers, building proactive relationships and finding ways to better listen to your customer needs. This time, we’re focusing on the mapping of your customer journey. To be clear, the customer journey is a map of what happens to your customer from when they become aware of your product, through… Continue reading Six Golden Rules to map a customer journey that works

Responding to customer survey feedback – why small businesses do it better

This post is about how smaller businesses should respond to survey data, and why we are so much better than larger enterprises. Hurrah for the little guys!  I’m using current and real time information in my role as Chief Customer Officer to highlight best practice.  Like many smaller businesses, we’re a big fan of Surveymonkey, with… Continue reading Responding to customer survey feedback – why small businesses do it better

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