1. Is education the key solving customer churn?

    Customer churn as the silent killer of growth for a company and in particular companies who are trying to build a business on recurring revenue. The biggest cost most companies bear is the cost of acquiring customers, moving them through onboarding and getting them active on a platform. We have…
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  2. Why Which? Magazine got it all wrong on 2015 call centre survey

    The June 2015 edition of the venerable Which? magazine has a feature assessing call centre satisfaction ratings. For those not familiar with it, Which? magazine is something of an anomaly in the modern, sharing, online world. It is a subscription only magazine and online site. It takes no advertising allowing…
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  3. Full-stack employees: how to bring sales, marketing and success teams together

    The ongoing convergence of customer-facing teams is happening to such a degree that we have to wonder is there any real significant difference remaining for many industries. The traditional three pillars of marketing, sales and support are becoming so blurred that the only remaining clear difference in many cases is…
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  4. Is today’s tech making marketing and customer support your killer sales team?

    One of the key trends that we are seeing in 2015 is the breakdown in the distinction between marketing and customer support. This is definitely a strong positive both for the consumer and for the business, and a shift away from the previous trends where new customer acquisition was given…
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  5. Great Design Still Needs A Help Center

    Every so often when a potential customer is evaluating Nickelled, someone on their team loudly objects to the idea of layering a Nickelled guide on top of their UI. "If you need a guide, then the design team failed at its job to build an effective customer journey," they'll say.…
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  6. It’s time to open growth hacking to everyone

    One inarguable fact about growth-hacking is that it has been very successful at hacking the growth of itself as a concept. From a creative job title at Dropbox thanks to Sean Ellis in 2010 through to today it has transformed the role of marketing especially in the start-up space hugely.…
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  7. Your simplest customer support change in 2015: next-gen interactive guides

    As the new year lies out ahead of us for customer support professionals many of the same challenges remain - how can I reduce the resources needed to help users find what they need? The literature grows daily in the user-focused design, UX, customer experience and CRM fields on how…
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