From customer to fan.
Customer focus, customer satisfaction, ambassadors and fans: what happens after the sale.
Read the whole series in order
Booking a customer focus speaker: what should you look for?
Organising a kick-off, customer event or conference and looking for a speaker on customer focus, customer experience or sales? Six things to look for, and what to sort out yourself beforehand.
An inspiration session on customer focus or sales: what does your team get from it?
What is an inspiration session on customer focus or sales, what happens in those 2.5 hours, what does it cost and how do you make sure it sticks? Plus when it is not the right choice.
Measuring customer satisfaction: why satisfied customers still leave
How do you measure customer satisfaction, and why does a customer who gives you an 8 still walk off to a competitor? On CSAT, NPS, real conversations and listening as a habit.
NPS explained: why an 8 is not a fan yet
What is NPS, how do you calculate it, and why does an 8 not count as a promoter? On the Net Promoter Score, the passively satisfied customer and what to do with your 7s and 8s.
Customer focus: what it really means, and what it does not
Every company calls itself customer focused. But what does customer focus really mean? On attitude, islands between departments and five things you can do tomorrow.
What is a customer ambassador, and how do you turn customers into ambassadors?
A customer ambassador is a fan who actively recommends you. How is that different from a satisfied customer, why can you not buy ambassadors, and how do you create them with your whole team?
Word of mouth: why fans are your best salespeople
A recommendation from a fan is the warmest lead there is. How does word of mouth come about, why do you not need to beg for it, and how do you measure whether it is really happening?
Sales for customer success managers: retention is the new sales
As a customer success manager you sell every day, you just call it something else. Read why retention is the new sales and how you turn customers into fans.
From one euro to three: getting more from your existing customers
A customer's first euro is not the end but the beginning. Read how customer retention and fans turn one euro into three, without pushing.
Customer experience as a sales channel: a brand people love buying from
You build a brand people love buying from with every touchpoint, not with advertising. Read how customer experience becomes your strongest sales channel.
From customer to fan: what is a fan and how do you create one?
A satisfied customer is not yet a fan. An 8 is a customer, a 9 or 10 is a fan. Read what a fan is, why fans drive customer retention and how to create them.
Customer experience is sales: why every customer experience is revenue
Improving customer experience brings in revenue, because every customer experience is selling. Read why the wall between sales and the rest costs you money.