The Blog

A journey map sitting on a Confluence page generates no value. The point is using it to find and remove the customer pain points it surfaces. Here's how to use a journey map operationally, instrumented with transactional feedback, cross-referenced with complaints, and walked end-to-end as a customer, so the pain points get found and fixed instead of just documented.

After 8+ years of NPS implementations across many industries — plus contributions from some of the best-known voices in the customer feedback community — here are 41 practical best-practice tips. They apply to NPS, Customer Effort Score or any voice-of-the-customer program. Skim for the ones you're not already doing.

B2B teams default to assuming social media is for B2C, cute cats, brunches, viral B2C campaigns. The money's in business though, and every major platform has a business mode. Here's the definitive guide to B2B social media: which platforms suit which industries (LinkedIn, Facebook, YouTube, Twitter, Instagram), how to set objectives, and why posting regularly without valuable content does worse than not posting at all.

Lead prospecting and lead generation get used interchangeably, and they shouldn't, one's a marketing function, the other a sales function, and confusing them is why so many handovers fail. Here are seven practical lead prospecting approaches that every business can use, plus the three best practices that decide whether prospects convert into customers.

There are dozens of CX metrics on offer, and most companies pick wrong — either tracking everything and acting on nothing, or fixating on the single number their CEO heard about at a conference. Here are the eight metrics that actually matter, when to use each one, and the best-practice rules for tying them back to business outcomes.

You don't need a dedicated NPS platform to calculate NPS — Excel's COUNTIF function does the job in about three formulas. Here's a step-by-step build of an NPS calculator in Excel or Google Sheets, with the downloadable spreadsheet to adapt to your own data. Useful for piloting NPS before you commit to a paid tool.