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Posts Tagged ‘net promoter score’
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-- Article --The Importance of Collecting NPS and Gathering Feedback for the Product Team
Written by Mark Pecoraro Product teams have many different ways to get input on product direction: strategic direction set by the Board/CEO, sales requirements (that next BIG deal), market…MORE >
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-- Article --Aligning Customer Success With Customer Experience Company-Wide
On June 19th, 2018, a few of us Waypointers attended the inaugural Customer SuccessCon Denver, hosted by Mikael Blaisdell’s Customer Success Association. Our own Steve Bernstein was joined by Paul…MORE >
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-- Article --Is NPS Right For Your B2B Company?
NPS can be quite controversial. I’ve come across many that feel NPS isn’t right, especially in B2B environments where there are multiple persona in any given account, many touchpoints, and…MORE >
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-- Article --Why your B2B Customers won’t respond to your NPS survey, why it matters, and what to do about it
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 >
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-- Article --An Oldie but Goodie: The Flaw of Averages (and the impact on B2B Businesses)
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 >