10 Examples of How You May Be Artificially Inflating Your Net Promoter Score®
“Please fill out my survey, but only if it’s a 9 or 10.”
Blog Posts of Evan Klein
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 –...
How often should you survey customers?
We know customers still love to provide feedback. Now the question becomes, how often should you ask for it? As you might expect, it depends on the type of survey you’re conducting.
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...
Is Your Company Heading for an Iceberg?
The stress of dealing with unhappy customers – it’s something we all experience at some point. Some of the implications of this problem are obvious. Maybe you or members of your team are the...
The Real Cost of Customer Churn
There are several phrases commonly used to define customer churn: defection, attrition, termination. Regardless of what losing a customer is called in your company, it can be one of the most...
Customer Success Industry on the Rise
Pulse Conference Shows More Companies Are Focusing on Customer Success
Five Ways to Build a Thriving Customer Advisory Board
Customer advisory boards – also known as client advisory councils – provide an ideal opportunity for you and your business leaders to gather insights on a range of issues affecting the customer...
Ramping up for the Net Promoter® Conference
The countdown has begun! In just a few days, we will be in beautiful Miami Beach for the 8th Annual Net Promoter® Customer Experience Conference. This year also marks our second consecutive year of...