CX & Customer Success resources

Part 5 of 5:  Optimize your company’s resources to make the bets that will deliver the biggest bang for the buck Welcome to the 5th and final installment on Accelerating Growth…MORE >

Dear IBM, HPE, Software AG, and the other 31-B2B Technology Companies on the Top Half of Temkin’s latest research, You might have seen Temkin Group’s  just-released annual benchmark of IT Companies.  Congratulations on your…MORE >

It’s no secret that B2B customer marketing works best when you have a formalized plan to help manage your word-of-mouth for growth. So it wasn’t all too surprising to us when our latest…MORE >

I have some sad news. If you are running a Net Promoter program in a B2B firm, your NPS isn’t being all that faithful to you. Why?  Because you’re ignoring…MORE >

I’m coining a new term. Avg-holes. It’s pronounced Average-holes. I use the abbreviation, for obvious reasons. It’s the same connotation as the other A-Hole word; only this one applies to…MORE >

Advocate marketing is a great growth strategy, tapping your happiest customers for referrals, case studies, testimonials, and to be an overall sounding board to attract new accounts. But what about those…MORE >

Net Promoter Scores (NPS) were originally built for consumer companies and so I’m always amused when I hear B2B CX professionals bashing this method for customer success programs. Truth is, it…MORE >

By Gene Hall, CloudMR There’s been a lot of research and articles posted over the years about how NPS-based surveys should be structured. One thing we all know is true in…MORE >

When we design and roll-out various aspects of “voice-of-the-customer” (VoC) programs with our B2B clients, one of the first questions we tend to ask is, “How do you refer to…MORE >

Last week I wrote about a poor experience I had with a “premium brand” and asked you to vote for whom you thought would deliver such un-empathetic service.  We’ve tallied…MORE >

I’m going to relay a personal experience from this past weekend, and ask you to guess which brand was responsible.  To sweeten the incentive to vote, you can also win…MORE >

What? How could our NPS metrics be “lying” to us? While surveys and Net Promoter Scores (NPS) are widely used, the initial research behind it came from consumer-focused (B2C) companies….MORE >