CX & Customer Success resources

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 >

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 >

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 >

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 >

Congratulations for working on goals for improving your Net Promoter Score (or other customer loyalty metric)!  Most companies measure customer loyalty (or satisfaction as a poor proxy), but unfortunately many…MORE >