CX & Customer Success resources

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 >

We know that true/organic “customer loyalty” is a longer-term play.  As one example, a company can invest in short-term promotions and shell-games to pull in deals “this quarter,” or they…MORE >

I recently ranted about how to best accelerate profitable growth (Accelerating profitable growth: How to tip the scales in your favor), “…we know that good Merger & Acquisition activity can…MORE >

I have some sad news. If you are running a Net Promoter program in a B2B firm, your NPS isn’t being all that faithful to you. Why?  Because you’re ignoring…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 >

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 >

How Advocate Marketing can Leverage Promoters, Detractors AND Passives By Chris Newton, VP of Business Development at Influitive Your Net Promoter Score (NPS) gives you valuable insights into how happy…MORE >

Are you interested in leveraging customer feedback to help your organization improve customer loyalty? As a “customer” do you want companies to improve the experience you have with them? There…MORE >

Waypoint Group will be at VoC-Fusion, billed as “The World’s Largest Voice-of-Customer Event.”  The conference promises to be extremely useful for anyone running a customer feedback/loyalty program, not to mention…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 >