CX & Customer Success resources

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 >

There was a great discussion this week on the Customer Success Forum group page on LinkedIn that got me thinking about how companies approach speaking with customers about customer success…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 >

Net Promoter Scores (NPS) were originally built for consumer companies and so I’m always amused when I hear B2B CX professionals bashing this method for customer success programs. Truth is, it…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 >

How to select the right Customer Experience Measurement and Management (CEM) Provider.

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 >

How can you separate the dimensions of customer experience in an environment of intervening external influences?  Enter your email in the form below and we’ll send you the PDF immediately.

Over the past couple weeks, we wrote a two-part blog post that centered around a poor interaction with a mystery company where it turned out that part of the problem was…MORE >

Last week I wrote about a poor experience I had with a “premium brand” and asked you to vote for whom you thought would deliver such un-empathetic service.  We’ve tallied…MORE >