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Archive for the ‘Voice of Customer (VoC)’ Category
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-- Article --Silence Is Deadly: Methods To Get Your B2B Stakeholder Customers To Provide Feedback
Many companies produce a Net Promoter Score these days. Sadly, few have read the books that published the research that led to the Score, and as a result they are…MORE >
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-- Article --Having trouble with JSPs nee QBRs? Try this meeting framework instead
Would you like to meet with your key stakeholders in the account on a regular cadence to align on perceptions, future, and priorities? These business reviews are variously called JSPs, QBRs,…MORE >
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-- Article --Part 4 in the Series: Visualize Your Advocacy Rate
Marketing Must Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career Part 4 in the Series: Visualize Your Advocacy Rate The Right Metric Can Power…MORE >
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-- Article --Part 3 in the Series: Expansion Selling Starts with Listening
Marketing Must Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career Part 3 in the Series: Expansion Selling Starts with Listening The first and second…MORE >
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-- Article --Part 2 in the Series: Optimize Your Resources For Maximizing Lifetime Value
Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career Part 2 in the Series: Optimize Your Resources For Maximizing Lifetime Value Our first in this…MORE >
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-- Article --NRR Must Be A Marketing Imperative: Part 1 in the Series
Marketing Must Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career Part 1 in the Series: NRR Must Be A Marketing Imperative You are a…MORE >
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-- Article --Surveying Your Customers for NPS or Feedback? Consider these critical questions to ask a prospective vendor.
You’ve invited a supplier to demo what is supposed to be the latest and greatest Customer Feedback or NPS software… What questions should you ask? Here are 9 suggestions to…MORE >
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-- Article --Top 10: YOU (your company) are CAUSING churn… are you doing any of these 10 things?
I don’t mean to be negative but I suspect you (and your colleagues) are guilty of driving churn. How many of these things are your company doing? Are you single-threading…MORE >
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-- Article --Want to improve customer engagement? Look in the mirror then do these things.
Some things just cannot be automated. I recently had an awesome exchange on LinkedIn around some of the differences between B2C and B2B, with emphasis on the idea of “relationships.”…MORE >
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-- Article --Journey Mapping Starts with “Who” To drive the Right Outcomes
Want to learn how Github, with over 50Million customers, “thinks different” about Journey Mapping to optimize the Customer Experience? Watch this ~90 second clip from the end of the interview…MORE >
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-- Article --Short Video: What is a Customer Engagement / VoC program and how does it drive retention and expansion?
I was pleased to be interviewed by Colin Brogan, CRM mastermind and publisher of CRM-oriented educational videos, where we discussed some of the essentials in Customer Engagement: Covid has impacted…MORE >
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-- Article --The Best ~5 Minute Primer on CX!?!
This has got to be the best video “primer” on Customer Experience (CX) that I’ve seen, highlighting the what, how, and WHY of CX. Worth the ~7 minutes for both…MORE >