Taking Your Customer Advisory Board Virtual
Since our inception, we’ve worked with clients to design and execute their Customer Advisory Board (CAB) programs. As business travel has been curtailed due to COVID, several important questions have...
Blog
Valuable customer experience and employee engagement content to cultivate companies people want to buy from and work for.
How Voice Of Customer Programs Can go Wrong
“A Voice of the Customer (VoC) Program is essential for maximizing retention and growth.”
This statement is widely accepted nowadays. There are any number of research firms, professional...
How Do You Meet New Customer Expectations?
Acquiring a new customer is a time for celebration. But in today’s environment, it’s especially rewarding. All too often, however, deals start to unravel once the baton is passed to onboarding. This...
A Simple Act of Acknowledgement: Customer Service in an Online World
I am a huge fan of online shopping and meal delivery services. I have tried almost all the major meal delivery services currently on the market – some of which I am a Promoter and others I’d be a...
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...
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.