Customers should be rewarded earlier and more often in the relationship they establish with vendors. This is true of any type of customer and any type of business. Keurig does a nice job of providing members with 10% off purchases. That’s not a ton of money when you’re buying coffee, but it’s something. More importantly, […]
Being Responsive is Critical for Successful Customer Development
Most customers tolerate bugs. Most customers tolerate products with missing features that they need (or think they need!) Most customers tolerate the quirks and hiccups that come with new technology and software. This is true of early adopters, but it’s even true to some degree, of late adopters. Customers can be quite forgiving. But what […]
How To Implement a Proactive Customer Support Strategy
I’ve said before that great customer support has to be proactive. But what exactly does that mean? The goal of proactive support is to identify and resolve issues before they become problems. In some cases you can be so successful with proactive customer service that you can solve problems before customers even realize they exist. […]
Creating Customer Touchpoints
When was the last time you played Red Rover? The game is quite simple. You create a chain of people who hold hands (roughly at arm’s length from each other) and the other team tries to break the chain of people. Breaking through the chain is usually quite easy. The connections just aren’t that strong. […]
Founding Partner at 