The Blog

Customer feedback is usually pitched as a long-term lever for loyalty and retention — useful, but slow. There's also a short-term sales play hiding in the same data, and most teams aren't using it. This on-demand webinar walks through the three profit levers, the six things your survey must have, the four it must never have, and how to drive sales out of feedback this quarter.

You're three minutes into the executive presentation and a senior manager is already attacking the sample size on slide one. It's the laziest way to dismiss customer feedback findings, and it's increasingly common. This one-hour on-demand webinar walks through what sample size actually means and how to defend your numbers without getting drawn into a stats argument.

5 Whys is the most cited and most under-used quality tool in customer feedback. Done well, it converts "interesting verbatim comment" into root causes and action plans. Done poorly, it stops at symptoms. This 30-minute on-demand webinar covers what 5 Whys is, how to apply it to customer feedback, and when it's the right tool — versus when something else is.

110 business improvement projects in 18 months — 67 implemented, 43 in progress — out of an NPS program. That's what Manheim's Marketing Director walks through in this one-hour webinar: how they got buy-in, structured the responding KPIs, and turned feedback into projects without burying the operations team.

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.

ChatGPT and Bard turned AI chatbots from a niche experiment into a deployable B2B tool overnight — but most teams are still scratching for what to actually do with them. Here are three practical use cases ready to deploy today: intuitive interfaces over complex documents, cheap first-level support, and smarter lead qualification.