When skeptical executives ask whether NPS actually moves revenue, vague assertions don't help. Here's a running collection of public case studies, B2B and B2C, with the hard numbers, for the next time you need proof in the room.
Improving CX assumes you know which drivers actually move loyalty, and most teams don't. Worse, the relationship between a driver and the experience is rarely the straight line people assume. Here are the four shapes that relationship takes, and what each one means for where to invest.
Interest in customer journey mapping has spawned a small industry of dedicated journey-mapping tools, plus a perfectly reasonable case for using Miro or Lucidchart. Here's a 2024 review of the main dedicated tools (Out of Dark, Quadient and others), what they do that generalist diagrammers don't, and how to choose between dedicated and generalist for your needs.
Visitor, Subscriber, Lead, MQL, SQL, Prospect, Opportunity, Customer, different people use these in subtly different ways, and the meanings overlap. The confusion shows up in every sales-marketing alignment meeting. Here's a clear six-stage B2B sales model with practical definitions you can use across both teams without arguing about taxonomy.
Your boss is unhappy about last month's NPS drop and wants reasons. Before you start hunting for causes, check whether the drop is within margin of error, most of the time it is. Here's how to calculate NPS margin of error, the Chi-squared test, and which to use when. Or skip ahead and download the free Excel spreadsheet.
Small business owners often skip customer surveys assuming the tools are built for enterprise. They aren't all, but they all have a hidden gotcha you'll only find after committing. Here's how to choose the right customer feedback tool for a small business across price, time to implement, time to execute, and analysis usability, with the dedicated small-business options that beat SurveyMonkey at this scale.