Creating proactive relationships with your customers

In days gone by, we all realized we needed to establish a relationship with a customer to keep them happy. In order to have a relationship with our customers, we needed to build trust and nurture communication to create openness. And yet in customer service, we never really evolved our customer relationships. It was even… Continue reading Creating proactive relationships with your customers

3 Customer Retention steps that deliver results

In an every more competitive world, there’s been a dramatic shift away from focusing on churn to focusing on retention.  It’s a really important change and there’s a lot of logic in this shift.  Whilst churn is a reactive approach, focused on taking actions when a customer has decided to leave, retention is a proactive… Continue reading 3 Customer Retention steps that deliver results

6 points on how to make a change positive employee experience

One of the most difficult things to do as a manager and leader is to implement change and make it successful. Every change needs to result in a different way of working or learning a new behaviour, and no matter how small, humans are resistant to this.  So how do you make it easy for… Continue reading 6 points on how to make a change positive employee experience

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