Pouring hours into a deeply technical blog post and watching it get two views in two months is its own special demoralisation. The fix isn't writing easier content; it's writing technical content the way Google rewards. Here are seven steps to technical blogging that ranks — starting with long-tail keyword research and ending with the structure search results actually pick up.
Subscription models have turned churn prediction from a back-office calculation into a board-level metric. The maths is harder, the signals are noisier, and the stakes are higher. Here's how to build a churn-prediction system that actually catches at-risk customers three to six months before they leave — in both B2B and B2C.
Where should you spend the next CX dollar — service responsiveness, a new feature, queue times, the website? The Kano model gives you a way to triage by customer impact. Combined with Net Promoter Score data, you can identify which attributes are hygiene factors, which delight, and which to leave alone. Here's how to run the combined analysis.
Most arguments about whether NPS works rely on the one or two studies that support whichever side is making the argument. Here's the full reading list — for and against, primary research only — in one place, so you can read both sides and make your own call.
Nobody wants to talk about customer feedback governance — and that's exactly where most programs quietly fail. Sending surveys is necessary; driving change off the back of them needs a governance model. Here's the customer feedback cycle (Listen-React-Understand-Design-Act) and the steering-committee structure that holds the cycle together through executive churn.
What's a good survey response rate — 1%, 15%, 50%? It's the wrong question. What actually matters is whether you've got enough responses to draw a conclusion, and that's a different number for every situation. Here's how to calculate the response rate you actually need, with the maths shown.