What Is A Net Promoter® Program?
Companies that nurture customer loyalty are often rewarded with customers that engage in behaviors directly linked to profit, such as reduced churn, increased share-of-wallet, and more referrals. A...
Posts about Customer Experience (8)
How To Increase Survey Response Rates
Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? If, like me, you’re in a Customer Experience (CX), Customer Success, or Research-related role, I imagine...
A Mature Customer Experience Program is a Business Imperative in 2023
Over the past three years, organizations have faced new challenges in attracting and retaining customers: an entirely new business environment and culture, threats of ongoing inflation, labor &...
Why In-Depth Phone Interviews Should Be Part of your CX Strategy
In-depth Phone Interviews offer tremendous value to B2B organizations that want to better understand the “why” behind the user experience.
How to Excel at Customer Onboarding
Throughout the customer lifecycle, there are many defining moments. However, few would argue that one of the more critical moments of truth is during that all-important implementation phase. This is...
What is the biggest risk your Customer Experience program can pose to your business?
It’s an interesting question because most people don’t think about a Customer Experience (CX) program in terms of risks. As many studies have demonstrated, a company-wide focus on delivering a strong...
Do B2B Customer Referral Programs Work?
Skim your inbox today and you might find a message from a company that does business with you asking for help in the form of a referral request. This is because there are so many benefits of...
How to Design a Survey for a B2B Audience
Gathering insights in the business-to-business (B2B) world is markedly different from asking consumers to rate their experience. To put the difference in context, decision-making likely feels much...
How Useful is Net Negative Churn
Every company faces some degree of churn. To combat this, companies turn to existing customers for upsell / cross-sell opportunities to offset lost revenue from downgrades or cancellations. Venture...
What to do with Customer Feedback
I recently posed this question on LinkedIn: Who in your organization receives the results and feedback from your Voice of the Customer program? The conversation it sparked among my peers was...