CX & Customer Success resources

I was pleased to be interviewed by Rhianna Collier, Vice President & Managing Director at the Software & Information Industry Association (SIIA).  In this 9 minute video interview, we discuss: Why…MORE >

I was pleased to be able to join my friends from Workday and Gainsight for a video panel discussion in which we covered: How “Customer Experience” and “Customer Success” differ…MORE >

Want to see a quick comparison of “insightful” analysis vs. merely showing data?  I saw this poll presented the other night: Now imagine if the same poll were presented the…MORE >

Cool quote from Blynn Buckley at Cloudera, a dear client and incredible program manager: “I always think of non-responders like the part of an iceberg you can’t see — there…MORE >

    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 >

Let’s keep this one short and let the 3-panel cartoon show the story that we’ve all experienced, but often encourage in our own companies. Who among us enjoys a service…MORE >

(I’m proud to publish this week’s Customer Engagement insights from Mike Roberts, President of Xaasegy and leader in helping B2B companies drive growth from customer success strategies.) Ever had one…MORE >

Is your Net Promoter survey looking for truth so your company can improve? Or are you merely fishing for compliments? Your customers know the difference.  Do you? The literature is filled with…MORE >

Nearly every company executes customer surveys, and a growing number are calculating a Net Promoter Score.  But few are able reap the financial rewards associated with improving their NPS.  We…MORE >

A prospective client recently posed this question:  My CEO continues to focus on NPS, but it’s so volatile and so we’re looking for ways to smooth it out so we…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 >

Readers of this blog know that you don’t get to root-cause from surveys:  Just like a doctor can’t provide a proper cure without a full examination, you’ll learn symptoms from your questionnaires, but…MORE >