In my previous article on verbatim feedback, we explored some of the ways you can organize and systematically analyze open-ended feedback collected from your B2B customer surveys. Whether you...
When it comes to collecting customer feedback, scores of software companies count on in-app surveys to understand customer sentiment in real-time. But is the feedback received an effective way of...
Customer feedback is a lifeline for your organization. With a clear line of sight into the evolving needs and expectations of your customers, you are better positioned to get ahead of the competition...
There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment. From Net Promoter Score (NPS) to Customer...
As the marketing leader in your organization, you’ve likely been asked to play a pivotal role in the customer experience (CX). Justifiably, many CEOs are charging CMOs to embrace this responsibility...
“How are your clients using customer or employee insights to drive positive change?”
When it comes to measuring the impact of your customer experience (CX) programs, many people would likely look to a Customer Satisfaction or loyalty metric, like Net Promoter Score. While...
“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...
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...
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...
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