CX & Customer Success resources

The 6 Key Mistakes Companies Make with their Customers Customers keep the B2B world moving, and as companies grow and markets change, the response to them must also change. Techniques…MORE >

Readers of this blog may be concerned about the above title. “Don’t change?!?  Don’t we need change in order to adopt a new program within the company?  Aren’t the resulting…MORE >

An email floated into my inbox the other day from a company with a request for votes to win an award in their industry. Why they thought I would be…MORE >

Earlier this week Temkin Group,  a customer experience research firm, released a very interesting report titled, “Customer Experience Expectations and Plans for 2012.”    The research was conducted in November and…MORE >

Great article here in VentureBeat, Why the Internet was wrong about Ron Paul.  We’ve written many times in the past about how response bias — only looking at survey results…MORE >

We’ve previously written about how Hippos – HIghest Paid Person’s Opinion – can damage ROI.  It’s worth calling out a recent McKinsey study titled, “A Rising Role for IT”, may…MORE >

We just completed a short webinar with our friends at TrueInfluence that was not only well-attended but also had excellent “Question & Answer” participation toward the end.  It’s titled, “3…MORE >

I used to be a proud VP Marketing.  These days ‘marketing’ seems to be all about spamming people with as much noise as possible. Many Marketing organizations plod along with open…MORE >

As a practitioner in the field of Customer Insights / Customer Experience / Net Promoter / Voice-of-the-Customer (what are we supposed to call this field, anyway?!?), I am frequently asked, “How many responses do we need to be statistically significant?” Here’s what I’ve learned after 22 years of professional experience.

(No, it’s not an existential question to ponder.  It’s just my introduction as a new author in this blogspace!) Like some of you I’ve had the pleasure of meeting through…MORE >