CX & Customer Success resources

Dear VP of Customer Success: I am writing to you as a friend. I am in the B2B business myself. After decades of working alongside business-to-business (B2B) companies to help…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 >

Just like Barbie dolls of late, CS teams come in different shapes and sizes. One might report to Sales, or Marketing, or Support, or some other department. Unfortunately each department’s…MORE >

I caught an excellent read yesterday regarding Dell’s “Perfect Order” journey.  In short, Dell found that there were critical gaps in meeting customers’ expectations for order delivery, and decided to do something about it….MORE >

New research by Accenture Strategy has recently come out about B2B firms and how they perform from a CX perspective. As published in DestinationCRM, the article begins morbidly with, “Less than…MORE >

This post was originally written for Shep Hyken’s Customer Service blog. In “real life” if you have 1 happy customer and 1 unhappy customer, do you average them together to…MORE >

Benchmarking for Customer Success: Keep Your Eyes on Your Own Customers   Every company wants to be one step ahead of the competition. And increasingly, customer experience and customer success…MORE >

As we have coached B2B clients in measuring customer experience over the years, we naturally get lots of questions about which questions to ask on a questionnaire and how to…MORE >

In the customer feedback world we’re often tempted to use average scores to present our feedback (survey) results.  I constantly hear things like, “Our average score has moved from 8.25 to 8.31…MORE >

In last week’s post, Net Promoter in B2B is Lying to You, I showed how Net Promoter Scores can lead to incorrect conclusions and actions for B2B firms.  In that video,…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 >

I’m often asked, “For Net Promoter / Customer Feedback key driver analysis which is better, correlation or regression?”  Correlation and regression each tell you different things.  The answer might be…MORE >