CX & Customer Success resources

I recently ranted about how to best accelerate profitable growth (Accelerating profitable growth: How to tip the scales in your favor), “…we know that good Merger & Acquisition activity can…MORE >

I recently had lunch with my friend and colleague Roderick Jefferson. Roderick is a nationally recognized educational and motivational speaker and is also an acknowledged thought leader in the sales…MORE >

I’m going to get a bit snarky.  Maybe I’m not entitled to, so let me know if there’s anything disagreeable here… Seems to me that the shortest path to accelerating…MORE >

Research has shown that 70% of B2B companies collect NPS®-like data but only 30% actually use customer feedback.  By participating in our no-risk trial you can gain immediate insights, help…MORE >

Loyalty nowadays seems to be the stuff of coffee shop stamp-cards in wallets, dogeared and half stamped. Loyalty is crucial for B2B businesses as well, but far more challenging to…MORE >

“Voice of Customer” Best Practices Webinar with Gainsight and Continuum was held Sept 28, 2017.   Click here to watch the recording. Your customer base is a constant feedback-generating engine. That…MORE >

I was pleased to be interviewed by Rhianna Collier, Vice President & Managing Director at the Software & Information Industry Association (SIIA).  In this 9 minute video interview, we discuss: Why…MORE >

I was pleased to be able to join my friends from Workday and Gainsight for a video panel discussion in which we covered: How “Customer Experience” and “Customer Success” differ…MORE >

Let’s keep this one short and let the 3-panel cartoon show the story that we’ve all experienced, but often encourage in our own companies. Who among us enjoys a service…MORE >

A prospective client recently posed this question:  My CEO continues to focus on NPS, but it’s so volatile and so we’re looking for ways to smooth it out so we…MORE >

Readers of this blog know that you don’t get to root-cause from surveys:  Just like a doctor can’t provide a proper cure without a full examination, you’ll learn symptoms from your questionnaires, but…MORE >

Part 3:  Better marketing ROI from Advocate & Detractor management Negative feedback is only bad if you aren’t hearing it. Welcome to the third installment of our 5-part series about…MORE >