CX & Customer Success resources

    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 >

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 >

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 >

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 >

We love our customers and we love it even more when they are successful using the tools and knowledge we’ve given them! It’s with great pleasure that we share our…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 >

These days, many companies are trying to growth hack their way to the top. If you’re a B2B marketer, you may attempt to make a personalized video or use a strategic account based approach…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 >

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 >

Working with B2B clients over the years, we’ve prided ourselves in producing actionable and unique deliverables. But we couldn’t help but notice that once a client engagement was complete and…MORE >