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Tag Archives: Bruce Temkin
The Fulfillment Gap – The “Engagement Phase” Concept
We are big fans of Bruce Temkin as well – …
Posted in Customer Experience Management, OnProcess
Tagged Bruce Temkin, engagement phase, Mark Schaefer, Natasha Gabriel
Article: The 6 Levels Of Proactive Support
See Bruce Temkin’s original blog post. FEBRUARY 7, 2011 BY BRUCE TEMKIN …
Posted in Customer Care, Customer Experience Management, Customer Understanding Research
Tagged Bruce Temkin, Proactive Customer Support
Article: Customer Engagement Phase is Completely Neglected
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
Posted in Customer Care, Customer Experience Management, OnProcess
Tagged after the sale, Bruce Temkin, customer engagement, Customer Experience
