Throughout the buyer’s journey, business leaders are vetting your company by seeking validation from peers they trust. They are combing through review sites. They are soliciting recommendations on LinkedIn. And, they are asking for feedback during networking events. What do your customers share about their experiences with your company? The numbers speak for themselves: [...]
Budget season and annual planning is here again. That means you are likely evaluating the progress you’ve made over the past year and whether you’ve realized expected outcomes. Now is also the time when many company leaders assess their Net Promoter Score program. What is the first thing that comes to mind? If it’s not [...]
Rather than finding out how employees feel about working for your company at the water cooler, why not go directly to the source and ask? A measurement tool like Employee Net Promoter Score (eNPS) is a simple yet informative way to measure and improve employee loyalty and engagement. What’s more, insights the survey uncovers can [...]
“If you can’t measure it, you can’t manage it,” said Peter Drucker, a well-known management consultant and educator who delved into the nucleus of businesses for them to operate optimally. When thinking of optimal business practices— and therefore, success— you may initially consider things like amazing products, friendly employees and value-driven sales. Do any of [...]
When we speak to sales leaders, there is one learning technique many cite as the single most important method of closing sales: taking time to understand the context in which your prospects make decisions. What’s the best way to do accomplish this? It starts with a Sales Win Loss Analysis. First, What is a Sales [...]
Every organization seeks to provide an exceptional customer experience, understanding its obvious importance in fostering loyalty and driving retention. Companies like Amazon epitomize this mentality as Jeff Bezos notes: “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of [...]
RESULTS.com is a business management platform that has helped over ten thousand businesses execute their strategy. We sat down with Stephen Lynch, award-winning author of Business Execution for RESULTS and President of RESULTS.com to discuss how companies can streamline their business goals and successfully carry out their strategic plans. Evan Klein: Tell us about the [...]
Net Promoter Score (or NPS) has long been recognized as a powerful tool for organizations to assess customer satisfaction and loyalty, and it’s easy to see why. Studies by creator Fred Reichheld determined the “likely to recommend” question had the strongest statistical correlation with repeat purchases and referrals—a key component to the long-term success of [...]
Socializing customer sentiment across the organization and making it a regular part of the conversation is an important ingredient for any successful customer experience program. It can help Sales understand the value drivers that resonate most with customers and it can help Product Development prioritize roadmap initiatives. We go more into the topic in this [...]
Here’s a question for you: Who in your organization receives the results and feedback from your Voice of the Customer program? The C-Suite? Your customer service or customer success team? If your answer isn’t “everyone,” you are shortchanging your Voice of the Customer (VoC) program—and the potential return on investment. The benefit of a well-executed [...]
