The Blog

Weighing a pig doesn't make it fatter. Measuring NPS doesn't lift NPS, you have to do something with the data. After 20 years working with companies on NPS and business improvement, here are the seven steps the organisations who actually improve their score follow consistently, starting with listening to the right customers at the right time.

CFOs ask for the empirical link between NPS and growth, and most CX teams reach for the Reichheld papers. Wolters Kluwer Asia Pacific's CFO ran the numbers on their own data - and found the correlation between NPS, retention rate and revenue inside a long-tail subscription business. Here's the video case study and the transcript.

By the time your marketing team has captured a few hundred leads, sales is asking which to prioritise, and the answer can't be "all of them." Lead scoring assigns numerical priority based on standard criteria, so the highest-value leads get human attention and the rest get nurture. Here's a practical lead-scoring approach you can stand up this week, plus the wrong ways to use it that quietly kill the program.

Generative AI is already changing customer success, but the ethical groundwork is lagging the deployments. Data privacy, bias, transparency and human oversight aren't optional add-ons; without them, AI quietly erodes the customer trust it was supposed to build. Here's how to deploy generative AI in customer success responsibly.

Your inbox just delivered a stack of customer feedback — numbers, scales, paragraphs of free text, the lot. Where do you start? Qualitative or quantitative? Both have their place, and choosing wrong wastes the week. Here's the three critical differences, with examples, benefits, and where each shines.

FleetPartners restructured their CX delivery around real-time NPS data — and lifted both customer outcomes and employee engagement (10 out of 10) in the process. The head of CX and his manager walk through the moves that made it work: a CX Forum for governance, close-the-loop processes for action, and how CustomerGauge changed what was operationally possible.