CX & Customer Success resources

“The odds of hitting your target increase exponentially when you aim at it.” Editor’s note: Here is a quick one-sentence recap of part one: not including non-respondents (the disengaged) in…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 >

Companies often treat their customers like lab rats. A scientist “observes” behaviors and reactions of lab rats and records the information. They then process this data and make deductions based…MORE >

When beginning a new project, do you ever feel like you don’t know where to begin? There are so many variables to consider, people to include, and mission-critical milestones 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 >

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 >

I’m often asked questions like this one: “Can you provide a benchmark on how much a B2B company can improve NPS during the first year of the program?  Our executives want to…MORE >

When logging into a SaaS vendor, B2B employees need to get right to the point. There’s no time to mess around with formalities, clicking through a complicated web of buttons…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 >

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 >