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Archive for the ‘Loyalty Research’ Category
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-- Article --B2B: The Linkage Between NPS and Financials is NOT What You Think It Is
A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years…MORE >
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-- Article --Here’s How To Know If Your Account Teams Are Truly Focused on Retention
NOTE: Last week’s blog, Stop the Check-InSanity: How to Make Ongoing Customer Interactions a Win-Win, was so well received that I decided to elaborate this week. Stop the “Check-InSanity” and truly focus…MORE >
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-- Article --Are you making this critical connection with your customers to strengthen relationships and drive loyalty?
Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” If you’re relying on this explicit definition to drive retention and expansion then you’re…MORE >
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-- Article --Is NPS Right For Your B2B Company?
NPS can be quite controversial. I’ve come across many that feel NPS isn’t right, especially in B2B environments where there are multiple persona in any given account, many touchpoints, and…MORE >
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The “Silver Bullet” to Customer Health Scoring
Announcing our latest research-driven whitepaper: The “Silver Bullet” to Customer Health Scoring B2B companies are looking for smart ways to accelerate profitable growth through improvements in customer retention and expansion….MORE >
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-- Article --Why are you using a B2C approach and solution for B2B Customer Feedback?
If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach? Many companies make the mistake…MORE >
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-- Article --ICYMI: HBR on the value of long-term thinking
We know that true/organic “customer loyalty” is a longer-term play. As one example, a company can invest in short-term promotions and shell-games to pull in deals “this quarter,” or they…MORE >
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-- Article --Critical 5-minute McKinsey read for any B2B Exec that doesn't prioritize customer loyalty
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 >
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-- Article --Accelerating profitable growth: How to tip the scales in your favor
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 >
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-- Article --The Iceberg Effect in B2B Customer Feedback/NPS: Are you engaging those that matter?
Cool quote from Blynn Buckley at Cloudera, a dear client and incredible program manager: “I always think of non-responders like the part of an iceberg you can’t see — there…MORE >
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-- Article --Shouldn't Taking Care of Your Customers Be At Least A Little Like Taking Care of Your Kids?
Averages are just so… well, average. What do you think about the family in this cartoon: You wouldn’t dream of treating your kids like this, would you? Yet…MORE >
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-- Article --Stop Debating the Survey Question Scale: Why a 0-10 Scale is Your Best Option
I’m frequently asked about scales for rating questions on surveys… “Should we use a 5-point scale, a 7-point scale, a 10-point scale, or an 11-pt scale?” “Should we use semantic…MORE >