Is it Useful to Benchmark Your Net Promoter Score?
Net Promoter Score (NPS) benchmarking presents an interesting challenge for many business leaders. On one hand, executives value information about their organization’s performance and how they...
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Valuable customer experience and employee engagement content to cultivate companies people want to buy from and work for.
How to Get Maximum Responses to Your Survey
As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. This is problematic for many...
The Value of Strong Customer Relationships
Around the world, folks are beginning to emerge from isolation protections. Many are trying to do all they can to make successful business decisions in an unknown and complicated environment. People...
5 Precursors to Customer Churn
When software companies are seeking efficient ways to manage customer churn, some choose to monitor the health of their book of business by reviewing a few efficiency and productivity based metrics....
Don’t lose sight of the Internal Customer Experience
Are you losing sight of the employee experience? As the stock market takes a tumble, companies are more concerned than ever about closing every deal and capitalizing on every ounce of revenue. This...
Why Encouraging Social Goodwill Cultivates Employee Engagement and Improve Customer Experiences
More than ever, businesses are being asked to play a central role in tackling complex societal challenges. To make a meaningful impact, employee and customer engagement are the key.
In-depth Interviews: What B2B Leaders Need to Know
Online and in-app surveys, focus groups, advisory boards, and user groups can be fantastic methods for gathering valuable customer feedback. Each approach has a place in the overall customer...
How do you Analyze your Competitors?
Read the latest market analysis for your industry. For better or worse, the landscape is likely saturated with dozens of competitors – each promising the latest and greatest. While a crowded industry...
The Best Workplace Perk Is Giving Your Employees a Voice
Many of us can still vividly recall the great recession of 2008. Jobs were scarce and the people who remained employed wondered if their pink slip was next. Fast forward to the present day and the...
5 Considerations For Your B2B CX Program
This article was originally published by Gainsight.