CX & Customer Success resources

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize unbiased feedback from the customer contacts that matter most (that is, Buying Committee…MORE >

Too busy fighting figurative fires?  Upon benchmarking his native city of Boston to his adopted city of Philadelphia, Benjamin Franklin wrote the famous line “…an Ounce of Prevention is worth…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 >

    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 >

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 >

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 >