By the time a customer is calling to close their account, most of your retention levers are gone — but not all of them. The companies that save these customers do it with a dedicated Save Team, staffed differently and equipped differently to a normal service desk. Here's how to set one up.
A 50/50 split on which vendor to award is a sign the tender process needs help, not that one of the vendors needs to negotiate harder. Here's what to do when a call centre technology tender has stalled — the review framework, the missing criteria, and how to get the project team to a defendable recommendation for the board.
Hotels are scanning Twitter for complaints from guests in their own building, then quietly upgrading the loudest ones. It's clever, and it might also be teaching customers exactly the wrong lesson about how to get good service. Here's where reactive social-media service crosses from helpful into perverse.
Database marketers have used Recency-Frequency-Monetary scoring since direct mail was the cutting edge — and Recency is consistently the best predictor of response. So how does NPS link to RFM? It turns out there's a clear, useful overlap that lets you combine both signals to predict next-best customer behaviour.
Australian NPS benchmarks consistently look worse than European ones in the same industry. Either Aussie service is genuinely worse, or something else is going on — here's a look at the Satmetrix data and the two explanations worth taking seriously.
Most new product development is done by guessing what customers want, then surveying them at the end to confirm. Customer co-creation flips that. After 18 months working with a financial services client that ran an online conversational community alongside focus groups, here are four ways to involve customers in NPD that lower risk and lift relevance.