Days 15 to 90: building the habit · 13 Customer success playbook

Agree one 20-minute slot a week per person or team, same day and time, in their calendar on the call. "Mandates do not survive a busy Tuesday. Systems do."

Say

"What makes this stick isn't motivation, it's a slot in the diary. Twenty minutes, same time every week. Ask Holly for your three posts, change what doesn't sound like you, approve them, done. Which morning works?"

Recommend two to three posts a week per person, never daily (Buffer, about 2 million posts; vendor data, say so).

Rule

Recognition, not surveillance. After a missed week, talk about the next post: "Want Holly to line up this week's three for you?" Never say "You haven't posted for nine days", "You've broken your streak" or "Your colleagues are posting more than you", and never circulate a list of who did not post. A peer norm ("Eight of your twelve people posted this week") only when true, from their own report, on the day, favourable, never a league table, never described as a product feature.

Point each person at their own results: "See who's engaging with your posts, and reply from one place."

Touchpoints and agendas#

Full path (PENDING D31, never a commitment): set-up call; day-7 check (15 minutes); day-14 review (30); day-30 review (30); day-60 check (20); day-90 value review (45); then a quarterly review bringing one new insight each time. The light path keeps day 30 and day 90 only.

Day 30: who is posting, does it sound like them, does anyone want Holly to do more. Results by person; what Holly gets wrong; one new capability tied to their first success; the tier conversation.
Day 60: is the weekly slot still happening, who dropped off and why, one fix each.
Day 90 value review: "Ninety days ago you said [pain], and we agreed good would look like [first success]. Let's see where you are." Then: look back against the handover record and let them judge it; "What would make the next quarter clearly worth it?"; expansion only if value is agreed; case study only if they say it works and the account is green; confirm from their signed terms when the term ends and book the pre-renewal conversation in good time.

At day 30 offer a self-set rule: "when ten drafts in a row get approved without edits, move yourself to Auto-draft. You can always move back." The product does not enforce it.