Framework
Reactive Plus Proactive Advocacy
Answer when called, and keep working when nobody calls.
How it works
- 1Mode one: be instantly available when the member already knows they have a problem.
- 2Mode two: work continuously in the background to surface problems and savings the member never knew existed.
- 3Most service startups build only mode one, because mode one is what customers ask for.
- 4Mode two is where retention lives, because it produces value on days the customer did not contact you.
Hear it on the podcast
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