CX & Customer Success resources

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 >

I am often asked, “What’s a good response rate for my B2B NPS/Customer survey?”  Since we know that response rates can be a potent indicator of renewal and expansion, improving…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 >

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 >

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 >

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 >

Is your Net Promoter survey looking for truth so your company can improve? Or are you merely fishing for compliments? Your customers know the difference.  Do you? The literature is filled with…MORE >

Nearly every company executes customer surveys, and a growing number are calculating a Net Promoter Score.  But few are able reap the financial rewards associated with improving their NPS.  We…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 >

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 >

Editor’s note: Here’s a quick one-sentence recap of part one: Giving bonuses based on feedback scores and focusing on good feedback scores are generally bad ideas. If you didn’t read it,…MORE >

You want to show management that you are a valued employee and produce results that contribute to your company’s growth.  You’ve got an idea. How about offering a bounty to customer-facing…MORE >