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
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
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
I’ve just wrapped up a session with our latest sales recruits, work-shopping the “The Remarkable Workshare Personality”. It’s a critical ingredient for Workshare as we build our business, and a key feature of our customer journey. In the workshop, I shared some history on how we built a set of customer values, driven by the… Continue reading Does your business have a personality?
Years ago, when contacting a customer service team, you’d be just as likely to put pen to paper as you would to pick up the phone. I vividly remember plenty of fax and telex communications in my first customer service role. Email and toll free numbers dramatically changed the landscape, and with it, expectations of… Continue reading Ruminations on responsiveness: are you delivering fast enough?
We’ve previously reflected on customer retention and creating proactive relationships, and I think we’re al in agreement that these factors are key to any continued customer engagement and business growth, but for most businesses, there’s a real challenge in tuning in to hear what customers value most, so you can invest your limited time, effort,… Continue reading Tuning in to customers – why you’re having a hard time hearing them
Well hello there readers, I’m most excited to get started here, but why, might you ask, am I doing this? I guess there’s a number of reasons, the ideas that keep me awake at night, the naming and terrible experiences I’ve had as a customer and the years of experience I’ve had in businesses big… Continue reading Why I decided to blog