We are big fans of Bruce Temkin as well – he spoke to our clients at our recent Client Experience Forum here at our HQ last week – and have referenced his “Engagement Phase” concept often as we assist client companies with their customer experience challenges. So often companies see the sales event as the [...]
Article: The 6 Levels Of Proactive Support
February 7, 2011 By Leave a Comment
See Bruce Temkin’s original blog post. FEBRUARY 7, 2011 BY BRUCE TEMKIN I’ve noticed a lot of discussion lately around proactive support. A host of technologies (analytics, alerts, mobile, etc.) are creating new ways for companies to better help customers with their problems. But the discussions often talk about “proactive support” as if it’s one thing. Proactivity is not a single attribute; it’s [...]
Article: Customer Engagement Phase is Completely Neglected
June 28, 2010 By 1 Comment
The Engagement Phase starts right after a customer has made a decision to purchase something from you. It begins with the point of sale (PoS) and ends with what I call the point of value (PoV). I define the PoV as:
The point at which customers get the value they were expecting from their purchase and are satisfied with their decision
