Why Your VoC Program Needs a Brand Identity…
….And How to Go About It
Blog
Valuable customer experience and employee engagement content.
Do Employees Influence Net Promoter Score?
Many factors influence your organization’s Net Promoter Score® (NPS), such as the ease of doing business with your company, the value customers associate with your products and services, or the...
Cozy Up to Promoters as Part of Your Winning Strategy
Much of the discussion coming out of the Net Promoter® community focuses on what to do with Detractors after they’ve been identified among your customer base. Intuitively, this makes sense –...
Surveys: Understanding Audience Characteristics
There is a multitude of considerations one must take into account when planning a survey. Are you seeking feedback from customers that maintain consistent interactions with your company? What about...
Stop Overlooking Your Sales Wins and Losses
What can you learn at the end of the sales cycle?
I recently helped plan my own wedding. And as many of you know, it is an exhausting task. There are hundreds of details to go over and lots of...
Your Customers Responded to the Satisfaction Survey, Now What?
You asked customers to complete your customer satisfaction survey. And, there were more than enough responses to be considered “statistically valid.” Beyond analyzing the feedback and sharing it with...
Rewire Your Sales Process
5 Reasons You’re Being Passed Over in Favor of a Competitor
When asked why you lost a new business opportunity, how often do you hear it was the price? It’s also not uncommon for your products or...
All Aboard! It’s Time to Get Employees on the Customer-Centricity Train.
Embracing a customer-first mindset across the organization is certainly a wise business strategy. But building a thriving customer-centric culture doesn’t happen overnight. Who will lead the effort?...
Do Customers Still Respond to Surveys?
6 Reasons Why Customers Still Provide Feedback
Whether it’s the department store clerk asking me to rate my experience or a business partner seeking my feedback, it seems like every day I’m asked to...