Genroe is a B2B Customer Experience, Customer Feedback and Net Promoter Score consultancy and B2B marketing agency based in Sydney, Australia.https://www.genroe.comhttps://www.genroe.com/blog/dont-waste-your-time-on-external-net-promoter-benchmarks/8217https://www.genroe.com/blog/dont-waste-your-time-on-external-net-promoter-benchmarks/8217It comes in many flavours but easily the most common Net Promoter Score question I get asked is: How good is my Net Promoter Score? The root of this question is “how can I benchmark my score”. Unfortunately it is also the question with the answer that people want to hear the least: there are […]Wed, 12 Feb 2025 08:48:21 GMThttps://www.genroe.com/blog/b2b-email-marketing/12257https://www.genroe.com/blog/b2b-email-marketing/12257Done properly, email marketing can be one of the most powerful lead-conversion tools in your marketing arsenal. But more often than not email marketing is done carelessly and quickly turns into nothing more than spam in your prospect’s inboxes. Professional marketers have some secrets that can help you – here are those secrets in a…Tue, 11 Feb 2025 07:08:51 GMThttps://www.genroe.com/blog/lead-prospecting/11858https://www.genroe.com/blog/lead-prospecting/11858This practical post looks at 7 lead prospecting types all business can use and 3 best practices to maximise the number of leads you convert.Tue, 11 Feb 2025 06:31:41 GMThttps://www.genroe.com/blog/paid-media-vs-earned-owned-media/12501https://www.genroe.com/blog/paid-media-vs-earned-owned-media/12501Paid Media, Earned Media and Owned media are the three key ways to get marketing messages distributed. We review each of type, their pros and cons.Mon, 13 Jan 2025 08:46:27 GMThttps://www.genroe.com/blog/best-practice-organisational-structure-to-deliver-customer-experience-management/908https://www.genroe.com/blog/best-practice-organisational-structure-to-deliver-customer-experience-management/908Best practices for building a high-performing customer experience (CX) team: Insights from top CX leaders.Fri, 10 Jan 2025 04:29:29 GMThttps://www.genroe.com/blog/generating-higher-profits-by-managing-customers-as-financial-assets/7158https://www.genroe.com/blog/generating-higher-profits-by-managing-customers-as-financial-assets/7158“Your customer is your most powerful asset”, yet, few organisations actually manage and monitor their customers as a financial asset?Wed, 18 Dec 2024 01:55:06 GMThttps://www.genroe.com/blog/journey-mapping-software/11058https://www.genroe.com/blog/journey-mapping-software/11058Comparison and review of the customer journey map software tools you can use to document and manage your customer journeyWed, 30 Oct 2024 05:46:14 GMThttps://www.genroe.com/blog/what-is-a-lead-prospect-opportunity/12136https://www.genroe.com/blog/what-is-a-lead-prospect-opportunity/12136Confused about lead vs prospect? Learn the exact differences through our clear 5-stage B2B sales model. Includes practical definitions, real examples, and when/how leads become prospects. Perfect for sales & marketing teams.Wed, 30 Oct 2024 00:03:19 GMThttps://www.genroe.com/blog/cross-selling-the-why-and-how-for-successful-companies/158https://www.genroe.com/blog/cross-selling-the-why-and-how-for-successful-companies/158Sell more to existing customers: How and Why you should be focusing more efforts in this area and how you can improve your success rate.Wed, 23 Oct 2024 04:18:47 GMThttps://www.genroe.com/blog/here-are-the-most-effective-customer-feedback-survey-incentives/8752https://www.genroe.com/blog/here-are-the-most-effective-customer-feedback-survey-incentives/8752Here are the most effective customer feedback survey incentives and when you should use them for maximum ROI.Mon, 21 Oct 2024 08:48:21 GMThttps://www.genroe.com/blog/how-to-calculate-margin-of-error-and-other-stats-for-nps/5994https://www.genroe.com/blog/how-to-calculate-margin-of-error-and-other-stats-for-nps/5994Your boss walks in with a chart of the last 12 months of transactional Net Promoter survey results and she’s not happy! The score went down last month and she want’s to know why. Looks like you’ll have to hunt around to find a reason for the change; or will you? Just because your survey […]Tue, 15 Oct 2024 04:07:31 GMThttps://www.genroe.com/blog/best-survey-tool-small-business/11274https://www.genroe.com/blog/best-survey-tool-small-business/11274When you decide to get serious about understanding what your customers think, these are the best small business customer feedback tools.Tue, 15 Oct 2024 01:47:09 GMThttps://www.genroe.com/blog/calculate-net-promoter-score-in-excel/11527https://www.genroe.com/blog/calculate-net-promoter-score-in-excel/11527Excel/Google Sheets NPS Calculator using the COUNTIF function – includes a downloadable spreadsheet you can adapt to your own needs.Tue, 15 Oct 2024 01:15:06 GMThttps://www.genroe.com/blog/linkedin-b2b-lead-generation/14235https://www.genroe.com/blog/linkedin-b2b-lead-generation/14235Breaking down the best way to create a scalable B2B lead generation process using LinkedIn. Includes two real case studies.Tue, 15 Oct 2024 01:13:38 GMThttps://www.genroe.com/blog/when-apis-dont-talk/15794https://www.genroe.com/blog/when-apis-dont-talk/15794Discover why API integration between SaaS platforms can be challenging despite claims of easy connectivity. Learn about webhooks and data pumpsWed, 21 Aug 2024 03:23:39 GMThttps://www.genroe.com/blog/social-media-statistics-australia/13492https://www.genroe.com/blog/social-media-statistics-australia/13492Australian social media statistics from across a wide variety of sources with analysis and recommendations on which platforms are most effective.Mon, 19 Aug 2024 09:21:48 GMThttps://www.genroe.com/blog/top-customer-experience-podcasts/14649https://www.genroe.com/blog/top-customer-experience-podcasts/14649This regularly updated post provides links to the most popular Customer Experience (CX) podcasts along with their focus, key presenters and durations.Mon, 12 Aug 2024 00:51:15 GMThttps://www.genroe.com/blog/automating-transaction-net-promoter-score-collection/586https://www.genroe.com/blog/automating-transaction-net-promoter-score-collection/586Implementing a system to automate data collection and reporting for Net Promoter Score data is an important step in using the NPS Process.Mon, 05 Aug 2024 06:20:27 GMThttps://www.genroe.com/blog/customer-experience-measurement/15139https://www.genroe.com/blog/customer-experience-measurement/15139Creating an effective customer experience measurement framework is essential. We review the right CX metrics to use in your business.Mon, 15 Jul 2024 07:19:19 GMThttps://www.genroe.com/blog/employee-nps/872https://www.genroe.com/blog/employee-nps/872The term Employee Net Promoter Score® or eNPS is seen increasingly often in company reports, but what is it and should you use it? Since late in 2003, Net Promoter Score and the Net Promoter Score process have been used by an ever-increasing number of companies as a way to measure and improve customer loyalty. […]Fri, 05 Jul 2024 03:15:21 GMThttps://www.genroe.com/blog/customer-pain-points/15557https://www.genroe.com/blog/customer-pain-points/15557Discover common customer pain points and learn effective strategies to address them. Dive into our latest post to enhance your customer experience now!Thu, 04 Jul 2024 01:39:17 GMThttps://www.genroe.com/blog/bank-customer-retention-strategies/2461https://www.genroe.com/blog/bank-customer-retention-strategies/2461Discover effective bank customer retention strategies tailored to each stage of the customer life-cycle. Learn how to leverage customer feedback and personalization to keep your banking customers engaged, loyal, and satisfied. Explore the secrets of successful customer retention in the competitive world of banking.Fri, 21 Jun 2024 01:02:05 GMThttps://www.genroe.com/blog/increase-survey-response-rate/11244https://www.genroe.com/blog/increase-survey-response-rate/11244We examine everything you need to know to maximise the response rate for your next customer survey.Thu, 20 Jun 2024 03:59:56 GMThttps://www.genroe.com/blog/which-map-is-that-selecting-the-right-customer-journey-map/11043https://www.genroe.com/blog/which-map-is-that-selecting-the-right-customer-journey-map/11043What are Customer Journey Maps, User Journey Maps, User Flows and Buyer Journeys, where and how you should use different customer journey maps.Thu, 13 Jun 2024 08:42:02 GMThttps://www.genroe.com/blog/tofu-mofu-bofu/12448https://www.genroe.com/blog/tofu-mofu-bofu/12448All you need to know about ToFu, MoFu and BoFu with clever tips from B2B marketing experts on getting leads through the marketing funnelWed, 05 Jun 2024 08:10:54 GMThttps://www.genroe.com/blog/loyalty-service-attributes/11279https://www.genroe.com/blog/loyalty-service-attributes/11279We are sharing the three service attributes that consistently drive 80% (or more) of customer loyalty across a range of businesses.Thu, 09 May 2024 01:16:28 GMThttps://www.genroe.com/blog/landing-page-vs-homepage/12544https://www.genroe.com/blog/landing-page-vs-homepage/12544The key differences between landing pages and homepages. Learn when to use each one to drive conversions and achieve your business goals.Wed, 24 Apr 2024 04:17:07 GMThttps://www.genroe.com/blog/linkedin-vs-facebook-b2b-marketing/14334https://www.genroe.com/blog/linkedin-vs-facebook-b2b-marketing/14334Covering the different B2B marketing social media Use Cases for Facebook and LinkedIn and which platform is best for each application.Fri, 19 Apr 2024 02:03:57 GMThttps://www.genroe.com/blog/how-to-set-net-promoter-targets-for-your-organisation-and-staff/1745https://www.genroe.com/blog/how-to-set-net-promoter-targets-for-your-organisation-and-staff/1745In this post I provide a practical approach to setting Net Promoter targets for your organisation and staff.Fri, 19 Apr 2024 01:52:39 GMThttps://www.genroe.com/blog/the-5-phases-of-customer-feedback-failure/7273https://www.genroe.com/blog/the-5-phases-of-customer-feedback-failure/7273The phases of customer feedback program failure are similar for most organisations. Let’s track through what happens.Fri, 12 Apr 2024 00:25:43 GMThttps://www.genroe.com/blog/customer-feedback-analysis/15710https://www.genroe.com/blog/customer-feedback-analysis/15710Unlock the power of customer feedback analysis! Learn the best methods and tools to drive growth and success.Fri, 22 Mar 2024 04:31:15 GMThttps://www.genroe.com/blog/pros-and-cons-of-surveys/11471https://www.genroe.com/blog/pros-and-cons-of-surveys/11471When you want to understand how customers perceive your business, its products and its services, customer surveys have benefits that can be hard to match with any other approach. Yes, the can be very useful but you should be aware of both the pros and cons of surveys when using them in your business so […]Thu, 14 Mar 2024 00:34:03 GMThttps://www.genroe.com/blog/customer-experience-metrics/15678https://www.genroe.com/blog/customer-experience-metrics/15678Unlock the secrets of CX success! Master the art and science of measuring customer experience in this game-changing guide.Thu, 14 Mar 2024 00:01:11 GMThttps://www.genroe.com/blog/net-promoter-score-software/15662https://www.genroe.com/blog/net-promoter-score-software/15662Unlock the power of customer loyalty with this ultimate guide to choosing the right NPS software for your business – whatever it’s size.Tue, 12 Mar 2024 07:18:10 GMThttps://www.genroe.com/blog/net-promoter-score-healthcare/15660https://www.genroe.com/blog/net-promoter-score-healthcare/15660Transform healthcare with NPS insights: Engage patients, optimize care, and boost loyalty. Your guide to patient-centric excellence.Fri, 08 Mar 2024 04:17:44 GMThttps://www.genroe.com/blog/nps-segmentation-analysis/15649https://www.genroe.com/blog/nps-segmentation-analysis/15649How to segment NPS feedback for more granular insights, including by customer demographics, behaviour, and purchase history.Tue, 27 Feb 2024 07:15:45 GMThttps://www.genroe.com/blog/social-media-platforms-for-b2b/13170https://www.genroe.com/blog/social-media-platforms-for-b2b/13170Optimise the use of the best social media platforms for B2B marketing with accurate content criteria, dimensions and the right kinds of ads.Wed, 21 Feb 2024 01:44:04 GMThttps://www.genroe.com/blog/content-marketing-types/12596https://www.genroe.com/blog/content-marketing-types/12596The content marketing types can be used in specific stages of the B2B buyer’s journey. This blog looks at the different types and how to use them.Thu, 15 Feb 2024 08:25:36 GMThttps://www.genroe.com/blog/net-promoter-score-success-stories-and-case-studies/984https://www.genroe.com/blog/net-promoter-score-success-stories-and-case-studies/984NPS Case studies and demonstrated links to business value (revenue, profit, cost, customer retention) for a wide of businesses including B2B and B2C.Tue, 23 Jan 2024 06:53:44 GMThttps://www.genroe.com/blog/ai-chat-replacing-faqs/15603https://www.genroe.com/blog/ai-chat-replacing-faqs/15603“Discover why AI-driven chat tools are making FAQs obsolete and transforming customer service for the better. Embrace the future of support now!Fri, 03 Nov 2023 03:40:21 GMThttps://www.genroe.com/blog/webinar-nps-report-download/15597https://www.genroe.com/blog/webinar-nps-report-download/15597Dealing with small sample sizes, Why you shouldn’t focus on score, How to deal with scores that seem wrong, How to reduce score begging and more…Wed, 18 Oct 2023 06:00:32 GMThttps://www.genroe.com/blog/survey-analysis-in-excel-on-demand-webinar/15593https://www.genroe.com/blog/survey-analysis-in-excel-on-demand-webinar/15593How to design your survey analysis plan, generating simple statistics, testing response rates to ensure you have enough responses, and more ….Wed, 18 Oct 2023 05:05:06 GMThttps://www.genroe.com/blog/using-customer-feedback-to-grow-sales-on-demand-webinar/15591https://www.genroe.com/blog/using-customer-feedback-to-grow-sales-on-demand-webinar/15591The only 3 levers you can use to increase profit, How to prepare to hear feedback, the 4 elements your survey must never have and more…Wed, 18 Oct 2023 03:58:12 GMThttps://www.genroe.com/blog/most-people-dont-understand-sample-size-webinar/15590https://www.genroe.com/blog/most-people-dont-understand-sample-size-webinar/15590You’ve spent weeks working through the numbers to unpick what customers are saying. After checking through the data and analysing a range of root causes, you have created a practical plan to solve a key customer issue. Your presentation nails each of the points you want to make. It starts right up front with the […]Wed, 18 Oct 2023 03:25:20 GMThttps://www.genroe.com/blog/on-demand-webinar-5-whys-root-cause-analysis/15587https://www.genroe.com/blog/on-demand-webinar-5-whys-root-cause-analysis/15587Dive into our 30-minute webinar to learn how the 5 Whys Approach can transform customer feedback into actionable plans for enhancing customer experience.Tue, 17 Oct 2023 08:00:27 GMThttps://www.genroe.com/blog/case-study-nps-into-business-improvement/15584https://www.genroe.com/blog/case-study-nps-into-business-improvement/15584Uncover how Manheim leveraged NPS data to launch 110 business improvement projects in 18 months, paving the way for growth in our insightful webinar.Tue, 17 Oct 2023 03:14:39 GMThttps://www.genroe.com/blog/cfo-correlation-between-nps-and-growth/15582https://www.genroe.com/blog/cfo-correlation-between-nps-and-growth/15582Empirical evidence showcasing the impact of enhanced customer experience on retention rate and revenue, as shared by Wolters Kluwer Asia Pacific.Tue, 17 Oct 2023 01:54:02 GMThttps://www.genroe.com/blog/b2b-ai-chat/15566https://www.genroe.com/blog/b2b-ai-chat/15566Explore the transformative power of AI chatbots in B2B settings. Discover practical use cases, benefits, and how to integrate them for enhanced customer experience. Dive in now!Tue, 10 Oct 2023 03:01:27 GMThttps://www.genroe.com/blog/the-important-3-differences-qualitative-vs-quantitative-analysis/8196https://www.genroe.com/blog/the-important-3-differences-qualitative-vs-quantitative-analysis/8196Qualitative Analysis and Quantitative Analysis are effective tools. This post reviews where to use each approach for the best results.Thu, 05 Oct 2023 03:17:22 GMThttps://www.genroe.com/blog/customer-experience-fleetpartners/15544https://www.genroe.com/blog/customer-experience-fleetpartners/15544Discover how FleetPartners, revolutionises its CX approach with a CX Forum, closing the loop and the innovative use of CustomerGauge.Thu, 17 Aug 2023 03:41:13 GMThttps://www.genroe.com/blog/ai-and-customer-success/15538https://www.genroe.com/blog/ai-and-customer-success/15538Generative AI is transforming customer success, but how can businesses ensure it’s used ethically?Tue, 08 Aug 2023 23:52:54 GMThttps://www.genroe.com/blog/cybercx-cx-case-study/15522https://www.genroe.com/blog/cybercx-cx-case-study/15522Discover how CyberCX transformed their customer experience, boosting NPS and amplifying business growth with a comprehensive CX program.Tue, 27 Jun 2023 06:10:16 GMThttps://www.genroe.com/blog/surveys-should-you-report-based-on-sent-date-or-received-date/1766https://www.genroe.com/blog/surveys-should-you-report-based-on-sent-date-or-received-date/1766In terms of “best practice” should NPS be calculated based on the date a survey was sent or the date of the response — it depends.Tue, 16 May 2023 02:46:58 GMThttps://www.genroe.com/blog/marketing-automation-examples/14886https://www.genroe.com/blog/marketing-automation-examples/14886Effective and easy to copy marketing automation use cases you can deploy to boost leads and sales.Thu, 20 Apr 2023 07:05:18 GMThttps://www.genroe.com/blog/7-steps-technical-blogging-ranks/12073https://www.genroe.com/blog/7-steps-technical-blogging-ranks/12073Technical blogging made simplified. How to get the right keywords, write with great structure, in language that’s easy to understand and ranks.Wed, 19 Apr 2023 01:21:04 GMThttps://www.genroe.com/blog/customer-churn-prediction/14714https://www.genroe.com/blog/customer-churn-prediction/14714Examining customer churn prediction: what it is, why it’s important and how to go about it for both B2B and B2C companiesMon, 20 Mar 2023 01:19:08 GMThttps://www.genroe.com/blog/combining-kano-and-net-promoter-for-customer-feedback-success/7455https://www.genroe.com/blog/combining-kano-and-net-promoter-for-customer-feedback-success/7455Boost customer loyalty: combine Kano Model Analysis and NPS to create a differentiated customer experience & drive business success.Wed, 08 Mar 2023 09:07:25 GMThttps://www.genroe.com/blog/net-promoter-score-research-the-for-and-against-list/779https://www.genroe.com/blog/net-promoter-score-research-the-for-and-against-list/779Net Promoter Score research in one place. This list is targeted at primary research that adds to the body of knowledge of the efficacy of NPSTue, 07 Mar 2023 08:36:55 GMThttps://www.genroe.com/blog/customer-feedback-governance-boring-but-critical-to-your-success/6943https://www.genroe.com/blog/customer-feedback-governance-boring-but-critical-to-your-success/6943Learn how to implement effective customer feedback governance in your organisation. Discover why it matters and how to do it right.Mon, 06 Mar 2023 09:01:21 GMThttps://www.genroe.com/blog/acceptable-survey-response-rate-2/11504https://www.genroe.com/blog/acceptable-survey-response-rate-2/11504Discover what variables are important in your response rate and use that information to calculate the acceptable survey response rate.Wed, 08 Feb 2023 09:19:02 GMThttps://www.genroe.com/blog/writing-the-perfect-customer-feedback-survey-invitation/8748https://www.genroe.com/blog/writing-the-perfect-customer-feedback-survey-invitation/8748How to write a customer satisfaction survey email template for your NPS or customer satisfaction survey and generate great response rates.Tue, 07 Feb 2023 08:59:43 GMThttps://www.genroe.com/blog/the-perfect-net-promoter-survey-design/9004https://www.genroe.com/blog/the-perfect-net-promoter-survey-design/9004Get the complete guide to designing a successful Net Promoter Score Survey that will help you build a best practice survey the first time.Tue, 07 Feb 2023 07:48:07 GMThttps://www.genroe.com/blog/5-steps-to-effective-customer-feedback-programs/1802https://www.genroe.com/blog/5-steps-to-effective-customer-feedback-programs/1802Make sure your customer feedback program is up-to-date. Follow these 5 steps to make sure you get the most out of your program.Mon, 23 Jan 2023 04:29:15 GMThttps://www.genroe.com/blog/4-steps-to-documentation-success-in-your-next-call-centre-project/541https://www.genroe.com/blog/4-steps-to-documentation-success-in-your-next-call-centre-project/541Get the most out of your call centre project with these essential steps to documentation success. Start today!Fri, 20 Jan 2023 00:36:47 GMThttps://www.genroe.com/blog/post-call-ivr-surveys-popular-but-not-that-useful/8447https://www.genroe.com/blog/post-call-ivr-surveys-popular-but-not-that-useful/8447After spending 15 minutes on the phone to my bank the nice lady asks me if I would hold on after she hangs up to take a short survey. Sure what’s one more survey to someone who lives them 24/7! After a couple of prompted button pushes to enter scores I get the chance to […]Thu, 19 Jan 2023 07:56:04 GMThttps://www.genroe.com/blog/the-9-call-centre-reports-every-marketing-manager-must-have/7728https://www.genroe.com/blog/the-9-call-centre-reports-every-marketing-manager-must-have/7728Unlock the power of call centre reporting and analysis to improve your marketing. 80% of businesses can benefit from better Call Centre Reports.Mon, 16 Jan 2023 08:00:06 GMThttps://www.genroe.com/blog/biased-questions/15422https://www.genroe.com/blog/biased-questions/15422Biased questions are a common problem in surveys and this post outlines what they are, how to identify them and how to fix them.Wed, 11 Jan 2023 08:06:19 GMThttps://www.genroe.com/blog/b2b-marketing-blog/12599https://www.genroe.com/blog/b2b-marketing-blog/12599These great B2B marketing blogs provide actionable and results-driven tactics and strategies – most marketers will learn from them.Mon, 09 Jan 2023 17:23:00 GMThttps://www.genroe.com/blog/double-barrelled-questions/15411https://www.genroe.com/blog/double-barrelled-questions/15411Using Double Barrelled Questions are a common mistake among survey designers and this post outlines what they are, how to identify them and how to fix them.Mon, 14 Nov 2022 03:48:50 GMThttps://www.genroe.com/blog/how-to-calculate-customer-retention-rate/834https://www.genroe.com/blog/how-to-calculate-customer-retention-rate/834The Customer Retention Rate formula, what goes into it and download a free Customer Retention Rate calculator.Wed, 02 Nov 2022 12:33:00 GMThttps://www.genroe.com/blog/hubspot-crm-vs-zoho-crm/12007https://www.genroe.com/blog/hubspot-crm-vs-zoho-crm/12007HubSpot CRM and Zoho CRM are both good products. But at the free level HubSpot CRM has the edge over Zoho in a few key areas.Mon, 31 Oct 2022 14:13:00 GMThttps://www.genroe.com/blog/customer-journey-marketing/15377https://www.genroe.com/blog/customer-journey-marketing/15377To turn prospects into customers, you need a customer journey marketing strategy. Here are the 3 stages of the journey and how to be successful.Thu, 20 Oct 2022 01:12:16 GMThttps://www.genroe.com/blog/5-stage-retail-customer-journey/15370https://www.genroe.com/blog/5-stage-retail-customer-journey/15370The 5 Stages in the Retail Customer Journey – what they are, how to measure and use them.Tue, 11 Oct 2022 09:37:07 GMThttps://www.genroe.com/blog/customer-service-insights/11283https://www.genroe.com/blog/customer-service-insights/11283Small business and customer service experts answer the question: “What’s your personal, number one, customer service must do?”Sun, 09 Oct 2022 21:56:00 GMThttps://www.genroe.com/blog/using-customer-journey-mapping-to-fix-customer-pain-points/15340https://www.genroe.com/blog/using-customer-journey-mapping-to-fix-customer-pain-points/15340This posts examines what a customer pain point is and how to use your customer journey map to identify and eliminate them.Fri, 07 Oct 2022 08:12:00 GMThttps://www.genroe.com/blog/how-to-run-a-customer-journey-mapping-workshop/15334https://www.genroe.com/blog/how-to-run-a-customer-journey-mapping-workshop/15334Demystifying the process of running a customer journey mapping workshop and providing a step by step process for success.Thu, 06 Oct 2022 02:10:34 GMThttps://www.genroe.com/blog/benefits-and-disadvantages-of-customer-journey-mapping/15321https://www.genroe.com/blog/benefits-and-disadvantages-of-customer-journey-mapping/15321Customer journey mapping can be extremely beneficial but there are also some potential disadvantages that should be considered.Tue, 27 Sep 2022 07:00:41 GMThttps://www.genroe.com/blog/b2b-customer-journey-mapping/15309https://www.genroe.com/blog/b2b-customer-journey-mapping/15309B2B customer journey guide covering the basics of customer journey mapping to advanced topics including running the journey mapping workshop.Fri, 23 Sep 2022 08:39:06 GMThttps://www.genroe.com/blog/case-study-accesspay-nps/15243https://www.genroe.com/blog/case-study-accesspay-nps/15243This case study outlines the 5 steps Financial Services player AccessPay used to increase their NPS from 15 to 50 in just two years.Wed, 27 Jul 2022 20:19:00 GMThttps://www.genroe.com/blog/how-much-can-you-improve-your-net-promoter-score-real-company-data/2686https://www.genroe.com/blog/how-much-can-you-improve-your-net-promoter-score-real-company-data/2686Real world data from companies that show how much and how quickly they were able to improve their Net Promoter ScoreTue, 26 Jul 2022 23:07:00 GMThttps://www.genroe.com/blog/customer-lifetime-value/15199https://www.genroe.com/blog/customer-lifetime-value/15199What is Customer Lifetime Value (CLV), why it’s important and how to calculate it for a range of customer relationship types.Thu, 21 Apr 2022 03:38:48 GMThttps://www.genroe.com/blog/t-mobile-net-promoter-score/15195https://www.genroe.com/blog/t-mobile-net-promoter-score/15195T-Mobile is a great example of a business that has achieved phenomenal success. Here is how they use Net Promoter Score.Fri, 08 Apr 2022 03:36:44 GMThttps://www.genroe.com/blog/voice-of-the-customer-program/15158https://www.genroe.com/blog/voice-of-the-customer-program/15158Covering launching and running a VoC program; including the 5 Steps to launch it, the best VoC metrics to use and overall best practices.Thu, 31 Mar 2022 07:37:01 GMThttps://www.genroe.com/blog/improve-net-promoter-score/15066https://www.genroe.com/blog/improve-net-promoter-score/150667 steps successful organisations use to ensure their NPS program drives incremental revenue and profit for the business.Tue, 29 Mar 2022 16:52:00 GMThttps://www.genroe.com/blog/customer-success-manager/15146https://www.genroe.com/blog/customer-success-manager/15146More organisations are employing Customer Success Managers. Learn what CSM’s do, why they are important and the KPIs they use.Wed, 23 Mar 2022 08:59:37 GMThttps://www.genroe.com/blog/advocacy-marketing/15097https://www.genroe.com/blog/advocacy-marketing/15097What advocacy marketing is, how it benefits your business, and how to use different advocate marketing techniques.Tue, 15 Feb 2022 02:37:57 GMThttps://www.genroe.com/blog/net-promoter-score-vs-likert-scales/14854https://www.genroe.com/blog/net-promoter-score-vs-likert-scales/14854It is common to confuse Likert Scales and Net Promoter Score: we review what they are, how they are similar and how they are different.Fri, 11 Feb 2022 05:03:00 GMThttps://www.genroe.com/blog/net-promoter-score-advantages-and-disadvantages/15087https://www.genroe.com/blog/net-promoter-score-advantages-and-disadvantages/15087Advantages of Net Promoter Score A lot has been written about Net Promoter Score over the years but the advantages of the approach can be summarised in these seven areas NPS is Proven to Predict Customer Loyalty and Business Growth The link between NPS, customer loyalty and business value has been proven across a variety […]Thu, 10 Feb 2022 09:49:28 GMThttps://www.genroe.com/blog/why-net-promoter-score-important/15072https://www.genroe.com/blog/why-net-promoter-score-important/15072There is a lot written about Net Promoter score: what it is, how to use it, who uses it, etc, etc. etc. But before you start spending time and money implementing NPS in your business, you need to ask yourself: Why is NPS® important in the first place. This post outlines exactly why you should […]Fri, 28 Jan 2022 07:03:56 GMThttps://www.genroe.com/blog/net-promoter-score-faq/15058https://www.genroe.com/blog/net-promoter-score-faq/15058Businesses and their staff have plenty of questions about NPS and in this post we answer the most common and perplexing. Read on for all the answers.Mon, 24 Jan 2022 08:58:59 GMThttps://www.genroe.com/blog/top-customer-experience-books/14721https://www.genroe.com/blog/top-customer-experience-books/14721This regularly updated post provides links to the most popular (defined below) books on CX and related areas, along with their authors, ratings and prices. While there are many ways this list could be ordered, it is ordered by number of ratings on Amazon. Sometimes this says more about how long a book has been […]Tue, 07 Dec 2021 06:36:46 GMThttps://www.genroe.com/blog/win-loss-analysis-questionnaire/14983https://www.genroe.com/blog/win-loss-analysis-questionnaire/14983Looking to run some win loss analysis interviews but you’re not sure what to ask. Keep reading – here are the only questions you need. See our guide on how to run a great win loss analysis interview for the bigger picture on the process but remember your pre-prepared win loss analysis questionnaire is just […]Fri, 03 Dec 2021 08:52:25 GMThttps://www.genroe.com/blog/win-loss-interview-process/14980https://www.genroe.com/blog/win-loss-interview-process/14980Losing a big B2B opportunity is more than disappointing – it’s also expensive. Typically the process has taken a long time to complete: maybe even a year or two. You will have invested substantial staff time, travel and other expenses. To salvage something from all that investment you should run win loss interviews for key […]Thu, 02 Dec 2021 07:40:34 GMThttps://www.genroe.com/blog/case-study-nps-zip-uk/14968https://www.genroe.com/blog/case-study-nps-zip-uk/14968In just three years Zip Water UK dramatically lifted their NPS from +2 to +73 by driving customer experience culture and relentlessly finding and correcting root cause issues for their customers. In this case study we examine the reproducible steps and approaches they took to drive that change. Zip Water UK is the UK arm […]Mon, 29 Nov 2021 08:56:53 GMThttps://www.genroe.com/blog/sms-messaging-customer-experience/14922https://www.genroe.com/blog/sms-messaging-customer-experience/14922We look at seven ways to use SMS messaging to improve your B2B customer experience.Fri, 30 Jul 2021 05:52:47 GMThttps://www.genroe.com/blog/b2b-marketing-automation-platform/14890https://www.genroe.com/blog/b2b-marketing-automation-platform/14890B2B Marketing Automation can be a very effective way to reduce human error, increase efficiency and remove expense from your marketing process. It can also be a very effective way to waste time and money on overly complex and ineffective processes. Some years ago I was consulting to a major insurance company and we asked […]Thu, 01 Jul 2021 04:58:58 GMThttps://www.genroe.com/blog/marketing-automation-best-practices/14884https://www.genroe.com/blog/marketing-automation-best-practices/14884Marketing Automation is very effective way to reduce human error, increase efficiency, remove expense and drive sales. It can also be a great way to waste time and money in overly complex and ineffective processes. After using at least six completely different marketing automation platforms over a 20 year period, I have the battle scars […]Wed, 30 Jun 2021 08:33:52 GMThttps://www.genroe.com/blog/new-insights-net-promoter-score-vs-customer-satisfaction/659https://www.genroe.com/blog/new-insights-net-promoter-score-vs-customer-satisfaction/659In the last 20 years, three customer experience metrics have competed to be the one most popular and recognised as predicting customer loyalty: Net Promoter Score (NPS), Customer Satisfaction and Customer Effort Score (CES). While customer satisfaction is the oldest it is not necessarily the best. Both NPS and CES provide customer experience and loyalty […]Mon, 28 Jun 2021 23:33:00 GMThttps://www.genroe.com/blog/training-survey-questions/11413https://www.genroe.com/blog/training-survey-questions/11413You’ve spent weeks framing the course, writing the course notes, building PowerPoint slides, booking just the right venue. Now the course is over you want to know what the attendees thought of it. Was it any good? Would they buy another course from you? Do you need to re-write parts of it? Without the right […]Mon, 28 Jun 2021 00:20:28 GMThttps://www.genroe.com/blog/improving-customer-interactions/14756https://www.genroe.com/blog/improving-customer-interactions/14756In B2B, customer interactions are pivotal exchanges. A serious misunderstanding can fatally undermine a business relationship and the question is simple: are you making the most of your customer interactions? The underlying truth is simple: there’s always something to improve, no matter how good you get. What ultimately matters is making a commitment to improvement […]Tue, 08 Jun 2021 04:26:37 GMThttps://www.genroe.com/blog/7-steps-to-best-practice-net-promoter-score-implementation/1392https://www.genroe.com/blog/7-steps-to-best-practice-net-promoter-score-implementation/1392Implementing a Net Promoter Score process in your organisation can drive powerful business results. Here’s how to do it right the first time.Mon, 24 May 2021 22:44:00 GMThttps://www.genroe.com/blog/checklist-customer-self-service/14753https://www.genroe.com/blog/checklist-customer-self-service/14753Self-service is rapidly emerging as the preferred option for most digital consumers. In a world where we can all access online shopping experiences in seconds, no one wants to deal with a clunky or stressful service journey. Around 67% of customers say that they’d prefer to use self-service options instead of speaking with a representative. […]Mon, 17 May 2021 23:36:41 GMThttps://www.genroe.com/blog/nps-report-template/11165https://www.genroe.com/blog/nps-report-template/11165About 3 minutes after your first customer feedback or Net Promoter® survey goes out, management will be pounding the desk for a report with charts, analysis and recommendations. The question is, apart from a simple chart of scores, what else should be included in your best practice Net Promoter reporting pack? In this post I’ll take […]Sun, 16 May 2021 01:03:00 GMThttps://www.genroe.com/blog/b2b-customer-retention-strategies/14539https://www.genroe.com/blog/b2b-customer-retention-strategies/14539Customer retention is an important driver of overall business value. It’s quite simple: the fewer customers you lose the faster you grow. For B2C, i.e. retail businesses, the customer retention road is relatively well worn. Customer save teams, predictive analytics, save offers are all part of the standard B2C customer retention arsenal. But what about […]Fri, 19 Feb 2021 01:01:45 GMThttps://www.genroe.com/blog/you-tried-net-promoter-and-it-didnt-work-here-is-where-you-went-wrong/6353https://www.genroe.com/blog/you-tried-net-promoter-and-it-didnt-work-here-is-where-you-went-wrong/6353Sometimes I chat to people who have tried Net Promoter but found it didn’t deliver the business value they were hoping for, so they ditched the whole idea as a waste of time. After discussing it with them I find it pretty much always comes down to a small number of, easily correctable, mistakes in their […]Mon, 08 Feb 2021 23:02:00 GMThttps://www.genroe.com/blog/email-subject-lines-that-drive-customer-survey-responses/8603https://www.genroe.com/blog/email-subject-lines-that-drive-customer-survey-responses/8603Before a customer can complete your meticulously developed customer feedback survey, they need to open the email invitation. You have precious few seconds to prevent their finger jabbing at the delete key. Your subject line is your first defence. So make it a good one. Our clients have sent millions of survey invites and in […]Thu, 04 Feb 2021 23:15:15 GMThttps://www.genroe.com/blog/when-survey-customers/11272https://www.genroe.com/blog/when-survey-customers/11272Assuming you have decided that running a customer feedback survey is a good idea, the next question is: when should you send the survey to your customers? There are no hard and fast rules. Different types of businesses and industries have different approaches that work best. However there are some good rules of thumb you can […]Sun, 22 Nov 2020 16:30:19 GMThttps://www.genroe.com/blog/7-steps-to-measuring-the-right-marketing-roi/2593https://www.genroe.com/blog/7-steps-to-measuring-the-right-marketing-roi/2593If you’re like most of the people who measure the marketing ROI on campaigns or other business initiatives, you’re probably focusing on the wrong thing: Tactical Return on Investment. Over the last few years, there’s been an enormous amount written about return on investment- especially for marketing budgets and campaigns. The problem is that most […]Mon, 02 Nov 2020 18:25:43 GMThttps://www.genroe.com/blog/the-5-critical-factors-for-interactive-marketing-success/1201https://www.genroe.com/blog/the-5-critical-factors-for-interactive-marketing-success/1201Interactive marketing is a relatively new feature on the marketing and customer management landscape. It is only with the relatively recent advances in software tools that this dramatically more effective way to market to prospects and customers has come within the reach of most organisations. And be assured that interactive marketing (also called trigger or […]Mon, 02 Nov 2020 12:45:42 GMThttps://www.genroe.com/blog/b2b-marketing-kpis-and-metrics/14345https://www.genroe.com/blog/b2b-marketing-kpis-and-metrics/14345While there are literally hundreds, and maybe even thousands, of B2B marketing KPIs that you can track, there are only five that you need to track. If you’ve ever delved into Google Analytics, Google Ads, the Facebook Advertising portal or even LinkedIn’s Campaign Manager you’ve probably been overwhelmed with the sheer volume of metrics and […]Tue, 06 Oct 2020 05:02:39 GMThttps://www.genroe.com/blog/customer-feedback-mistakes/11286https://www.genroe.com/blog/customer-feedback-mistakes/11286Customer surveys come in many shapes and sizes but customer feedback question mistakes tend to be the same and they repeat time and time again. These mistakes reduce the effectiveness of the feedback survey, waste your time and the customer’s. They are not difficult to correct, so here is how to identify and correct them […]Thu, 17 Sep 2020 00:10:00 GMThttps://www.genroe.com/blog/analyze-survey-data-in-excel/11483https://www.genroe.com/blog/analyze-survey-data-in-excel/11483While there are many advanced statistical packages, you don’t need them to perform a detailed and comprehensive analysis of your survey data. You can use the same techniques and approaches using the standard Excel package In this post, I’ll take you through how to analyse your survey data using the built in features of Excel. […]Tue, 08 Sep 2020 23:30:00 GMThttps://www.genroe.com/blog/customer-feedback-hair-and-beauty-salons/14220https://www.genroe.com/blog/customer-feedback-hair-and-beauty-salons/14220On this page we have collected a range of material from the Genroe website focused on small business customer feedback that is relevant to hair and beauty salon businesses. The page is split into sections based on the different elements of the feedback process. Introduction Before you put pen to paper in designing your survey […]Wed, 22 Jul 2020 23:14:00 GMThttps://www.genroe.com/blog/cro-conversion-rate-optimisation/14186https://www.genroe.com/blog/cro-conversion-rate-optimisation/14186Is your conversion rate where you want it to be? If not, you’re not the only one: most businesses have room to improve. According to a 2019 report from Statista, conversion rates for online businesses were at an average of 2.58% in the second quarter of 2019, which is the lowest they’ve been since the […]Thu, 14 May 2020 23:33:25 GMThttps://www.genroe.com/blog/how-do-you-determine-what-is-important-to-a-customer/440https://www.genroe.com/blog/how-do-you-determine-what-is-important-to-a-customer/440I realised recently that I have touched on the subject of determining what is important to customers a few times in recent blogs , but never given a full account of the different methods that you can use to do this. This post completes the picture. There are basically two approaches you can take:Sat, 09 May 2020 12:44:00 GMThttps://www.genroe.com/blog/b2b-guide-lead-generation-without-cold-calling/11979https://www.genroe.com/blog/b2b-guide-lead-generation-without-cold-calling/11979I’ve specialised in lead generation for 25 years now. Sometimes as a front line account manager. Sometimes as a business owner. And, you know, I hate cold calling. Love talking to people about their challenges and helping them solve business problems. Hate cold calling. So, I’ve made it my business, literally, to learn how to […]Thu, 30 Apr 2020 23:36:00 GMThttps://www.genroe.com/blog/hubspot-crm-hacks-sales/12284https://www.genroe.com/blog/hubspot-crm-hacks-sales/12284The HubSpot Sales CRM has loads of great features, but putting them together to really rev up your productivity isn’t always obvious. In this post, I’ve accumulated some great HubSpot hacks I’m using in the sales and marketing process. If you have a tip, idea or hack that I haven’t covered (and there are plenty) […]Sun, 26 Apr 2020 20:07:00 GMThttps://www.genroe.com/blog/linkedin-sales-navigator-lead-generation/14129https://www.genroe.com/blog/linkedin-sales-navigator-lead-generation/14129You already know that good lead lists are the key to successful sales. In the B2B world, finding, learning about, and contacting the best possible leads is crucial to success. Running B2B outbound sales can be tough — your audience is likely used to receiving unwelcome cold emails and being inundated with pitches. LinkedIn Sales […]Tue, 24 Mar 2020 23:27:32 GMThttps://www.genroe.com/blog/the-only-3-strategies-that-increase-customer-value/1787https://www.genroe.com/blog/the-only-3-strategies-that-increase-customer-value/1787The best ways to develop strategies to increase customer value: these are the only three strategies that impact customer value.Mon, 24 Feb 2020 22:16:00 GMThttps://www.genroe.com/blog/net-revenue-score-is-not-nps/9861https://www.genroe.com/blog/net-revenue-score-is-not-nps/9861I’m always open to a debate on the pros and cons of any business approach but it’s better if the person on the other side has done their research. That way we can have a thoughtful debate. Unfortunately John Greathouse has jumped to a few conclusions when he penned his article in the Wall Street Journal on […]Wed, 08 Jan 2020 22:01:00 GMThttps://www.genroe.com/blog/why-should-i-choose-nps-over-customer-satisfaction-or-customer-effort-score/7626https://www.genroe.com/blog/why-should-i-choose-nps-over-customer-satisfaction-or-customer-effort-score/7626In the search for the perfect customer feedback metric there is an ongoing arms race. It started with the venerable Customer Satisfaction. Then came the Net Promoter®. More recently we have seen the Customer Effort Score. What about Net Emotional Value (NEV) or Net Value Score? Nobody wants to be seen dead in last year’s […]Fri, 29 Nov 2019 23:19:09 GMThttps://www.genroe.com/blog/9-ways-contact-centres-can-help-retain-customers/241https://www.genroe.com/blog/9-ways-contact-centres-can-help-retain-customers/241These days, many of my clients (and in fact businesses in general) are aware of the relevance and benefits of retaining their current customers. After all, it costs 5 to 6 times more to acquire a new customer than retain an existing one!Thu, 21 Nov 2019 15:04:38 GMThttps://www.genroe.com/blog/service-recovery-guide/11189https://www.genroe.com/blog/service-recovery-guide/11189One August morning in 2015, HSBC workers arrived on a seemingly normal Friday; but normal it was not. Soon the phones started ringing: “None of our 150 staff have been paid, which before a long weekend, is a disaster”. It was just the start of a huge service outage where 275,000 individual payments failed, leaving, […]Fri, 15 Nov 2019 04:45:08 GMThttps://www.genroe.com/blog/ask-why-net-promoter/9813https://www.genroe.com/blog/ask-why-net-promoter/9813Why is a very powerful word. One of the most popular Ted talks of all time, over 19 million views, asks you to start not with the how of your business but the why of your business. Why asked 5 times is the basis of the incredibly powerful 5 Whys root cause analysis technique. Young […]Wed, 13 Nov 2019 23:11:03 GMThttps://www.genroe.com/blog/customer-feedback-managment-meets-quality-systems/7451https://www.genroe.com/blog/customer-feedback-managment-meets-quality-systems/7451In the customer feedback action journey there are several phases of evolution. It starts with simple data collection and ends with customer driven, company-wide, continuous process improvement. Some of the phases are easy, such as setting up data collection. Some of them are not so easy. One of the not so easy phases is implementing […]Tue, 12 Nov 2019 23:36:04 GMThttps://www.genroe.com/blog/customer-surveys-affecting-customer-purchase-behaviors/332https://www.genroe.com/blog/customer-surveys-affecting-customer-purchase-behaviors/332The number and range of customer feedback surveys being undertaken by organisations wanting to understand how their customer’s feel about the organisation and its product is substantial. However, customer satisfaction surveys have a little bit of quantum mechanics in them! Such surveys exhibit the Heisenberg uncertainty principle in that surveying a customer can, in […]Mon, 11 Nov 2019 16:15:40 GMThttps://www.genroe.com/blog/how-to-overcome-customer-feedback-defensiveness-in-the-executive-suite/7057https://www.genroe.com/blog/how-to-overcome-customer-feedback-defensiveness-in-the-executive-suite/7057Almost everyone who has presented negative customer feedback to a senior management audience has lived this scenario. The presentation starts well, everyone’s happy while you go through the numbers, lots of nodding heads, serious looks and agreement. That is until the very specific section by section scores or negative verbatim customer comments are presented; then the […]Mon, 11 Nov 2019 01:22:38 GMThttps://www.genroe.com/blog/dont-let-market-research-interfere-with-your-customer-feedback/7178https://www.genroe.com/blog/dont-let-market-research-interfere-with-your-customer-feedback/7178From the outside looking in Australia and The United States look very similar. We speak, to all intents and purposes, the same language, we watch the same television shows, enjoy the same music, etc. But anyone who has ever swapped countries and lived on the other side knows that deep down the culture and outlook […]Sun, 10 Nov 2019 23:51:40 GMThttps://www.genroe.com/blog/how-the-new-australian-privacy-principles-affect-your-customer-feedback-program/8315https://www.genroe.com/blog/how-the-new-australian-privacy-principles-affect-your-customer-feedback-program/8315Disclaimer: I will preface this post by stating that I am not a lawyer. The information below is my understanding from reading the documents and consulting with some specialists. It is provided in good faith and with no warranty of any kind. In Australian, The National Privacy Principles and Information Privacy Principles came into effect on […]Sun, 10 Nov 2019 00:00:46 GMThttps://www.genroe.com/blog/best-practice-corporate-governance-for-transactional-customer-feedback/5529https://www.genroe.com/blog/best-practice-corporate-governance-for-transactional-customer-feedback/5529When rolling out a transactional customer feedback process such as Net Promoter you need a corporate governance process that will deliver success. Best practice experience suggest two critical groups are needed: Steering Committee and Process Team. In this post we discuss the role of each group and how you can build long term success.Sat, 09 Nov 2019 23:45:38 GMThttps://www.genroe.com/blog/club-med-survey-fail/11277https://www.genroe.com/blog/club-med-survey-fail/11277Recently my wife and I spent some very nice time in a Club Med beach resort. These have become one our favourite vacation destinations over the years because the all-inclusive approach and range of activities make them fun and easy. On returning to Australia I received the now common customer feedback form. As we enjoyed […]Sat, 09 Nov 2019 21:48:02 GMThttps://www.genroe.com/blog/sme-b2b-customer-feedback/11291https://www.genroe.com/blog/sme-b2b-customer-feedback/11291You’re a smart business owner. You keep up to date with the latest trends. You really like the whole customer feedback idea, and maybe you’ve heard about Net Promoter but you’re just too small for it to be useful, aren’t you? Maybe you think that as a B2B company, you don’t have enough customers to […]Mon, 04 Nov 2019 23:24:15 GMThttps://www.genroe.com/blog/lead-scoring/11895https://www.genroe.com/blog/lead-scoring/11895Winnowing the leads your marketing process collects is an important task. Which downloaders, event and webinar attendees, email contacts should your sales team put at the top of it’s list and which should the marketing automation system take care of? Lead Scoring helps you prioritise those leads. It is an important element of the lead […]Mon, 04 Nov 2019 21:22:00 GMThttps://www.genroe.com/blog/can-your-words-influence-their-response-video/8408https://www.genroe.com/blog/can-your-words-influence-their-response-video/8408A simple change in words can influence the response. Choose your words wisely as it may skew your results!Sat, 02 Nov 2019 01:42:31 GMThttps://www.genroe.com/blog/the-only-statistical-analysis-you-should-use-on-customer-feedback-data/8786https://www.genroe.com/blog/the-only-statistical-analysis-you-should-use-on-customer-feedback-data/8786Statistical analysis is a big, complex and fascinating area of study. Okay, okay maybe it’s not fascinating for everyone and I can already hear a few yawns at the back of the room. But the good news is if you are analyzing customer survey feedback there are just a few key tools that you need […]Thu, 31 Oct 2019 23:05:21 GMThttps://www.genroe.com/blog/transactional-vs-relationship-customer-feedback-which-is-right-for-you/7409https://www.genroe.com/blog/transactional-vs-relationship-customer-feedback-which-is-right-for-you/7409From the first day of primary (or grade) school most of us compete. I bet I can beat you to the fence/jump higher than you/hold my breath longer than you. It doesn’t matter what the event; we’re ready to see who wins. If you’re a CEO, or you report to one, and want to tell […]Wed, 30 Oct 2019 23:27:43 GMThttps://www.genroe.com/blog/net-promoter-score-nps-and-service-delivery-styles/342https://www.genroe.com/blog/net-promoter-score-nps-and-service-delivery-styles/342Transactional Net Promoter Score (NPS), where you ask customers to indicate their willingness to recommend your processes rather than their overall relationship with your organisation, inevitably leads you to review your service delivery mechanisms – and perhaps it even leads you into the exciting world of Customer Experience Management, CEM. Service delivery strategies are often […]Sun, 27 Oct 2019 12:08:08 GMThttps://www.genroe.com/blog/5-ways-to-drive-employee-engagement-with-net-promoter/6335https://www.genroe.com/blog/5-ways-to-drive-employee-engagement-with-net-promoter/6335Another of the great conversations at the recent CustomerGauge User Group meeting was around driving employee engagement. There were some very good ideas and best practices mentioned on the day and here are some of the best that we heard.Sat, 26 Oct 2019 22:13:03 GMThttps://www.genroe.com/blog/how-long-should-my-customer-survey-be-video/8246https://www.genroe.com/blog/how-long-should-my-customer-survey-be-video/8246The length of your customer survey is just as important as the questions you’re asking. So exactly how long should your customer survey be?Wed, 16 Oct 2019 23:56:49 GMThttps://www.genroe.com/blog/customer-feedback-attributes/11280https://www.genroe.com/blog/customer-feedback-attributes/11280It was a great internal brain storming session to collect questions for your new customer feedback survey. And, over the last few days you’ve wordsmithed away and now the questions are just right. Soon you’ll be loading them up into your survey tool and emailing the feedback invitations. But, if you don’t want your survey to […]Thu, 26 Sep 2019 07:27:56 GMThttps://www.genroe.com/blog/lead-nurture-implementation/13544https://www.genroe.com/blog/lead-nurture-implementation/13544Lead nurture campaigns are built to, you got it, nurture your leads. But what does that actually mean? Well once you’ve put together some gated content and you’ve managed to collect some email addresses from people who are interested in your content, you need to do two things with these new contacts: Determine which ones […]Tue, 17 Sep 2019 05:17:52 GMThttps://www.genroe.com/blog/customer-effort-score-vs-nps/10142https://www.genroe.com/blog/customer-effort-score-vs-nps/10142Is the new iPhone better than the latest Android phone? Ask 10 people and you’ll get 10 different answers — all of them based on opinion. It’s similar with customer feedback metrics. Should you use Net Promoter® or Customer Effort Score or Customer Satisfaction or some other new fad metric? The opinions vary widely based […]Tue, 17 Sep 2019 00:35:10 GMThttps://www.genroe.com/blog/convert-leads-into-sales/13202https://www.genroe.com/blog/convert-leads-into-sales/13202One of the most common causes for confusion in B2B marketing, when trying to convert leads into sales, is figuring out how TOTF, MOTF and BOTF marketing content should differ within the inbound marketing scheme of things. So to get that out of the way, let me explain very quickly what the difference is. TOTF […]Mon, 16 Sep 2019 06:08:37 GMThttps://www.genroe.com/blog/getting-started-a-customer-feedback-survey-template/714https://www.genroe.com/blog/getting-started-a-customer-feedback-survey-template/714Staring at a blank sheet of paper trying to write a customer survey is never fun. However, if you break the survey down into logical sections the process is not nearly so difficult. So here is a customer feedback survey template to make the task a little easier. Every survey has five key sections, each […]Thu, 12 Sep 2019 13:29:50 GMThttps://www.genroe.com/blog/convert-to-inbound/13199https://www.genroe.com/blog/convert-to-inbound/13199Inbound marketing has been driving traffic, leads and customers businesses for over a decade now. Until recently it was more commonly called Content Marketing. It’s the idea that you should build a relationship with your customers by helping them and educating them on their problem and the solutions before you sell to them on your […]Wed, 24 Jul 2019 08:44:28 GMThttps://www.genroe.com/blog/optimise-your-homepage/13185https://www.genroe.com/blog/optimise-your-homepage/13185What is the aim of your homepage? Conversion and education are key points to optimise your homepage in B2B marketing. But you need to be realistic and think about why people may visit it. The most likely reason is to gain a better understanding of what your business is about. So, make your business, and […]Tue, 16 Jul 2019 08:49:02 GMThttps://www.genroe.com/blog/b2b-marketing-ideas/12313https://www.genroe.com/blog/b2b-marketing-ideas/12313There are a ton of B2B marketing ideas out there on how you can best spread the work on your product or service. But most of this information isn’t targeted to B2B, instead focusing on B2C businesses. The good news is that there is plenty of cross-over. But how do you know what works for […]Tue, 25 Jun 2019 06:59:47 GMThttps://www.genroe.com/blog/best-b2b-marketing-tips-how-they-work/12150https://www.genroe.com/blog/best-b2b-marketing-tips-how-they-work/12150B2B marketing tips can be tricky. The sales cycle is long and needs to be carefully considered. Bright colours and fonts aren’t going to make a decision maker purchase impulsively. The right words and offers will make the difference but it takes a lot of trial and error to get there. Many small companies in […]Fri, 21 Jun 2019 05:30:10 GMThttps://www.genroe.com/blog/are-these-the-worst-real-customer-survey-questions-youve-seen/8360https://www.genroe.com/blog/are-these-the-worst-real-customer-survey-questions-youve-seen/8360There are plenty of bad customer satisfaction surveys and plenty more bad customer satisfaction survey questions but today were looking at the worst mistakes we see made when reviewing customer surveys and customer survey questions. They aren’t just bad for the respondents, they’re also bad for the asking organisation because they data they collect is […]Wed, 12 Jun 2019 01:28:35 GMThttps://www.genroe.com/blog/b2b-tech-seo/13023https://www.genroe.com/blog/b2b-tech-seo/13023B2B tech SEO is no easy subject. It’s more specific and therefore, a little trickier than your typical to B2B Search Engine Optimisation . So understanding the finer details of how your business and your buyer’s persona work together can make the difference between success and failure. So let’s get specific. We’re here to talk […]Fri, 17 May 2019 06:04:19 GMThttps://www.genroe.com/blog/content-marketing-tips/12608https://www.genroe.com/blog/content-marketing-tips/12608In a previous blog post, I talked about different types of content and how to use them. To expand on that, I would like to share my tried and tested B2B content marketing tips for planning and executing a content marketing strategy that leads to steady success in lead generation.Tue, 30 Apr 2019 00:10:01 GMThttps://www.genroe.com/blog/digital-marketing-funnel/12554https://www.genroe.com/blog/digital-marketing-funnel/12554The difference between a Digital Marketing Funnel and a Buyer’s Journey You might assume that a digital marketing funnel and a buyer’s journey are the same thing but that would be falling short on a lot that the marketing funnel can achieve for you. Although they have some similarities, it is critical to have both […]Wed, 20 Mar 2019 13:14:22 GMThttps://www.genroe.com/blog/buyers-journey/12475https://www.genroe.com/blog/buyers-journey/12475The buyer’s journey is the foundation of an effective marketing funnel. Without it, you’re shooting blind and B2B marketing becomes a matter of luck rather than a series of calculated moves. A buyer’s journey is the typical or most likely process a prospect will go through leading up to the purchase of a product or […]Mon, 25 Feb 2019 07:41:15 GMThttps://www.genroe.com/blog/mql/12457https://www.genroe.com/blog/mql/12457MQL (Marketing Qualified Lead) is a relatively well-known term in B2B Marketing circles but there is little real world advice on what they are or how to apply to idea in your business. In this post we’ll look at practical approaches to identify and act on your MQLs in a…Mon, 18 Feb 2019 21:29:54 GMThttps://www.genroe.com/blog/customer-survey-questions/12419https://www.genroe.com/blog/customer-survey-questions/12419Customer surveys and customer survey questions come in many shapes and sizes and it can be confusing which you should use. But help is at hand: there are only three types of customer survey question you will ever need. In this post we’ll examine each question type, how it should be used and provide examples.…Mon, 11 Feb 2019 02:43:06 GMThttps://www.genroe.com/blog/transactional-net-promoter-score-which-is-the-best-way-to-collect-data/843https://www.genroe.com/blog/transactional-net-promoter-score-which-is-the-best-way-to-collect-data/843With the expanding use of Transactional Net Promoter Score by a range of organisations, there is a growing need to collect large volumes of survey responses with a smaller amount of feedback in each survey. This is because the standard Transactional NPS® (TNPS) survey is just two questions long: How likely is it that you […]Sun, 03 Feb 2019 17:12:00 GMThttps://www.genroe.com/blog/how-to-use-customer-feedback-to-directly-drive-revenue/1498https://www.genroe.com/blog/how-to-use-customer-feedback-to-directly-drive-revenue/1498How to use customer feedback data to identify customer advocates and activate them to directly drive sales.Fri, 04 Jan 2019 23:34:13 GMThttps://www.genroe.com/blog/hubspot-crm-review/11907https://www.genroe.com/blog/hubspot-crm-review/11907As noted in the title, this HubSpot CRM 2018 review is by an actual user – it’s not one of those robo comparisons that are becoming so common. In late 2018 HubSpot did a pretty major revamp of their pricing and added plenty of new features to the system. This review was updated in December 2018 to […]Wed, 05 Dec 2018 02:03:29 GMThttps://www.genroe.com/blog/secrets-successful-customer-feedback/7818https://www.genroe.com/blog/secrets-successful-customer-feedback/7818For more than 15 years I’ve been working with clients to create and run successful customer feedback and Net Promoter® programs. Over that time we have seen many implementations: some good and and some not so good. While we’ve seen lots of great ideas and know quite a few pitfalls that will likely spell failure, […]Mon, 12 Nov 2018 20:49:34 GMThttps://www.genroe.com/blog/customer-feedback-on-line-reviews/12240https://www.genroe.com/blog/customer-feedback-on-line-reviews/12240Unless you’ve been living under a rock for the past few years you’ll know the importance of, and explosion in, online reviews. Lead by Google, but with the help of heavyweights Facebook and Yelp, the volume and speed of online reviews continues to grow. Actually, skyrocket might be a better description. In this post, I’ll […]Mon, 29 Oct 2018 21:29:52 GMThttps://www.genroe.com/blog/net-promoter-best-practice-tips/9927https://www.genroe.com/blog/net-promoter-best-practice-tips/9927Net Promoter was launched in 2003 and since then many, many organisations have used the methodology to drive change in their business. With so much time invested, lots of lessons have been learned. These NPS best practices are the result of more than eight years implementing Net Promoter for our clients. Note these tips pretty much […]Mon, 22 Oct 2018 03:17:21 GMThttps://www.genroe.com/blog/b2b-social-media/12214https://www.genroe.com/blog/b2b-social-media/12214Most B2B organisations expect B2B social media marketing to be an uphill battle. This is largely due to the perception that most social media platforms are designed to service the B2C market. Although many social media platforms were initially created for personal use, the money is made in business. So every major platform has its […]Fri, 28 Sep 2018 06:53:32 GMThttps://www.genroe.com/blog/net-promoter-score-targets/11517https://www.genroe.com/blog/net-promoter-score-targets/11517Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]Sat, 08 Sep 2018 22:45:10 GMThttps://www.genroe.com/blog/avoid-6-worst-b2b-marketing-mistakes/12125https://www.genroe.com/blog/avoid-6-worst-b2b-marketing-mistakes/12125I’ve heard it too many times from small businesses who no longer invest in digital B2B marketing. “We tried it and it doesn’t work. After consulting with them, I’ve found the same mistakes being made, leading to many small businesses owners thinking that digital marketing doesn’t achieve anything worthwhile That’s just not true. When done […]Wed, 25 Jul 2018 11:09:33 GMThttps://www.genroe.com/blog/zero-is-a-special-net-promoter-number/7935https://www.genroe.com/blog/zero-is-a-special-net-promoter-number/7935One may be the loneliest number but, when it comes to Net Promoter, Zero is more special than you realise. I’ve been saying for a while now that when someone gives you a zero in a Net Promoter Score® survey they are not just providing feedback, they are sending you a message. If you choose to respond […]Tue, 24 Jul 2018 00:56:41 GMThttps://www.genroe.com/blog/case-study-iron-mountain-nps-response-rates/12097https://www.genroe.com/blog/case-study-iron-mountain-nps-response-rates/12097Iron Mountain doubled NPS survey response rates with two simple changes to their survey invite. In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. First, they changed the email invite “from” name to a real person, not a department. Second, they radically slimmed down the wording […]Mon, 02 Jul 2018 23:53:24 GMThttps://www.genroe.com/blog/linkedin-hubspot/11950https://www.genroe.com/blog/linkedin-hubspot/11950While there is no direct LinkedIn to HubSpot integration, there are a couple of tools that do allow you to quickly and easily copy data from LinkedIn to your HubSpot CRM database, saving time and frustration. In this post I’ll review how we use a tool called linkedhub to achieve a HubSpot integration, of sorts, […]Tue, 13 Mar 2018 04:20:48 GMThttps://www.genroe.com/blog/hubspot-prospects-tool/11934https://www.genroe.com/blog/hubspot-prospects-tool/11934As an inbound marketer there is nothing quite as frustrating as creating great content, that is read by potential customers, but on which they don’t act: no download, no contact form, nothing. This is an unfortunate fact of life as the large proportion of readers will not take action on any specific blog post. However, […]Wed, 28 Feb 2018 04:53:44 GMThttps://www.genroe.com/blog/lead-qualification/11884https://www.genroe.com/blog/lead-qualification/11884B2B selling is expensive. Sales cycles are long, typically 3 months to longer than a year, sales staff resourcing is high and even just creating the proposal can take hours, or in some cases, hundreds of hours. For B2B businesses, lead nurturing is important to move leads through the Buyer’s Journey, but Lead Qualification is critical […]Wed, 06 Dec 2017 04:55:57 GMThttps://www.genroe.com/blog/lead-nurture/11867https://www.genroe.com/blog/lead-nurture/1186720 years ago the sales lead nurture process was simple but manual and heavy on admin. Sales people would keep racks of 3×6″ index cards on people they met. Each week the sales person would review the cards and look for reasons to contact the lead (newspaper story, new product information, etc) and send them […]Mon, 27 Nov 2017 05:34:17 GMThttps://www.genroe.com/blog/attributes-net-promoter-programs/11834https://www.genroe.com/blog/attributes-net-promoter-programs/11834Nowhere is this more true than your customer relationships. It is at the heart of Net Promoter Score … or any customer feedback program for that matter. I know from experience that it’s easy to believe you have an NPS program operating at or close to maximum effectiveness when you: However, the more I spoke […]Tue, 24 Oct 2017 06:39:31 GMThttps://www.genroe.com/blog/buyer-personas/11819https://www.genroe.com/blog/buyer-personas/11819With deference to George Harrison’s classic song lyric… “If you don’t know your customer’s persona, any customer experience will take you there. Without a clear and well defined buyer personas, you risk creating customer experiences that frustrate and annoy customers while simultaneously driving up your cost to service them. Frustrated customers complain more and more […]Tue, 29 Aug 2017 23:27:26 GMThttps://www.genroe.com/blog/proven-nps-success-factors/11715https://www.genroe.com/blog/proven-nps-success-factors/11715We’ve been helping companies use NPS® for more than 15 years. In that time we’ve tried lots of different approaches and seen first hand what works … and what doesn’t. This post is the distillation of that 10 years of Net Promoter Score® implementation experience with organisations of different sizes and shapes. These are the […]Mon, 27 Mar 2017 02:53:32 GMThttps://www.genroe.com/blog/service-recovery-design/7956https://www.genroe.com/blog/service-recovery-design/7956Designing your business so that all of your customers are always 100% satisfied is a nice idea but not realistic. So at some point you will need to run a service recovery process. One that fixes whatever has gone wrong and makes it right for the customer. What is Service Recovery? Today we are going to […]Sun, 13 Nov 2016 23:14:23 GMThttps://www.genroe.com/blog/what-customers-are-thinking/11298https://www.genroe.com/blog/what-customers-are-thinking/11298Just because you’re on the front lines of your business, small or large, talking to customers all day doesn’t mean you really know what they think. In fact, being so close to your customers can cause you to be blinded to what they are really thinking. Why? There are several good reasons…Mon, 24 Oct 2016 20:48:21 GMThttps://www.genroe.com/blog/customer-feedback-critical-element/11281https://www.genroe.com/blog/customer-feedback-critical-element/11281Do you ever wonder what separates the organisations that really excel at customer feedback from the ones that fail dismally? What actually separates Zappos, Amazon, Southwest Airlines and Apple, organisations with outstanding customer loyalty, from the companies you’ve never heard of, because they are entirely forgettable? Do they have doctorate level statisticians analysing their data? […]Tue, 04 Oct 2016 01:33:50 GMThttps://www.genroe.com/blog/small-businesses-surveys/11308https://www.genroe.com/blog/small-businesses-surveys/11308For me every Monday is like a fresh beginning. I start out full of energy with a big list of things that need to be done. But when rolling over my to-do list there are items that just never seem to get completed because, well, I’ve simply gotten caught up in the day to day. Small […]Wed, 31 Aug 2016 17:13:55 GMThttps://www.genroe.com/blog/what-is-a-good-net-promoter-score-video/7996https://www.genroe.com/blog/what-is-a-good-net-promoter-score-video/7996Am I tall enough? Am I smart enough? Am I good enough? It’s human nature to be concerned with how you measure up to others. So it’s no wonder that companies ask “what is a good Net Promoter Score” all the time. Of course, NPS ranges from -100 to +100 but what they really want […]Sun, 14 Feb 2016 23:47:25 GMThttps://www.genroe.com/blog/net-promoter-business-case/11089https://www.genroe.com/blog/net-promoter-business-case/11089More people nominate “Getting management buy in” as their biggest problem than any other element of the customer feedback process. Even if the CEO/COO “gets it” and drives the process from the top, there will often be a group in middle management who are passive aggressive to the process. They participate but drag their feet at […]Tue, 01 Dec 2015 23:00:09 GMThttps://www.genroe.com/blog/customer-advocacy-companies/11036https://www.genroe.com/blog/customer-advocacy-companies/11036Net Promoter and customer advocacy are intimately linked. While I don’t subscribe to the idea that NPS is a measure of voiced customer advocacy it is definitely a measure of advocacy entanglement — how a person feels about a company. Today’s guest post from Seb Atkinson looks more closely at customer advocacy and how it is […]Wed, 23 Sep 2015 04:12:44 GMThttps://www.genroe.com/blog/11-proven-approaches-to-customer-feedback-employee-engagement/10791https://www.genroe.com/blog/11-proven-approaches-to-customer-feedback-employee-engagement/10791Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. But how, exactly, do you do that? Here are 11 proven approach to driving employee engagement in your customer feedback program. 1. Have a strong change management focus To some people […]Fri, 26 Jun 2015 00:43:15 GMThttps://www.genroe.com/blog/nps-is-not-about-the-score/10035https://www.genroe.com/blog/nps-is-not-about-the-score/10035I’m sure you’ve heard of Bill Clinton’s famous, but unofficial, 1992 campaign slogan: “It’s the economy stupid”. His chief of staff wanted to focus everyone on what was most important in the run up to the election. That was a great approach but today I’m championing an anti-version of that slogan: The reason is that […]Tue, 24 Mar 2015 03:56:07 GMThttps://www.genroe.com/blog/innovation-product-and-service/10067https://www.genroe.com/blog/innovation-product-and-service/10067Dive into the world of innovation in services. Discover key strategies for success and how to outpace competitors in your field.Mon, 02 Mar 2015 23:28:38 GMThttps://www.genroe.com/blog/build-trust-with-customers-recommend-a-competitor/9843https://www.genroe.com/blog/build-trust-with-customers-recommend-a-competitor/9843Amy Scott sent me through her Christmas article and I liked it so much I asked her if I could publish it on the blog. Luckily her answer was yes so everyone can benefit. Over to you Amy… Want to build trust with your customers? Recommend a competitor. When you first see this you must […]Tue, 09 Dec 2014 01:07:02 GMThttps://www.genroe.com/blog/predicting-net-promoter-score-using-twitter/9776https://www.genroe.com/blog/predicting-net-promoter-score-using-twitter/9776In this recent post by Fonolo American Airlines was hammered for having an outstanding (in a bad way) number of Twitter users complain about being on hold with them. This got me to thinking: How good is crowd data at predicting the Net Promoter Score for an organisation? As it turns out it’s a pretty good […]Mon, 03 Nov 2014 23:04:45 GMThttps://www.genroe.com/blog/zappos-service-is-not-for-you/9742https://www.genroe.com/blog/zappos-service-is-not-for-you/9742We’ve all heard the stories of famously customer focused organisations where staff have gone wildly above and beyond customer expectations to create raving fans. At Zappos, one famous (albeit perhaps apocryphal) tale is the story of a customer service person having pizza delivered to customers who were sitting online talking to their contact center. Another […]Tue, 30 Sep 2014 00:21:00 GMThttps://www.genroe.com/blog/does-customer-service-equal-customer-retention/7722https://www.genroe.com/blog/does-customer-service-equal-customer-retention/7722We all hear about the bad customer service experiences that our friends have had but for once I wanted to relate a good story and give credit where it is due. Customer service is such an important and misunderstood part of customer retention that I tend to go looking for examples of both excellent and […]Tue, 23 Sep 2014 04:13:58 GMThttps://www.genroe.com/blog/most-people-dont-understand-sample-size/9181https://www.genroe.com/blog/most-people-dont-understand-sample-size/9181You’ve spent weeks working through the numbers to unpick what customers are saying. After checking through the data and analysing a range of root causes, you have created a really practical plan to solve a key customer issue. The PowerPoint presentation you’ve created nails each of the points you want to make. It starts right […]Wed, 16 Jul 2014 00:00:55 GMThttps://www.genroe.com/blog/rob-markey-promoter-benchmarking/9135https://www.genroe.com/blog/rob-markey-promoter-benchmarking/9135Anyone that has been reading this blog for more than a couple of weeks knows that the subject of Net Promoter benchmarking gets me fired up. In talking to clients and prospects the question of “what’s a good Net Promoter score” almost invariably arises. Many times I have had to choose my words carefully when […]Wed, 02 Jul 2014 00:00:37 GMThttps://www.genroe.com/blog/building-organisation-structure-customer-feedback/9123https://www.genroe.com/blog/building-organisation-structure-customer-feedback/9123The only reason we collect customer feedback, including Net Promoter ® is to understand how we can improve the customer experience and lift profits. Often this impacts the organisational structure, but driving change in this area can be difficult. Beatrice Hofmeyr having identified this issue and is doing something about it. She is currently collecting […]Wed, 25 Jun 2014 00:00:19 GMThttps://www.genroe.com/blog/the-practicalities-of-giving-frontline-staff-net-promoter-targets/9101https://www.genroe.com/blog/the-practicalities-of-giving-frontline-staff-net-promoter-targets/9101“If you don’t give us a 9 or 10 on the survey you receive it will mean we have failed”. On the surface it was an odd way to end my check out process at a well known hotel chain but one I suspect that many of us have experienced. It’s called score begging and […]Wed, 18 Jun 2014 00:00:36 GMThttps://www.genroe.com/blog/guest-post-6-ways-to-improve-your-customer-testimonials-today/9020https://www.genroe.com/blog/guest-post-6-ways-to-improve-your-customer-testimonials-today/9020Today we welcome a guest post by Sam Johnson. Sam is the Founder at Feedback Loop – An Australian Software Company that helps businesses get the best testimonials on their website. Extending your customer feedback process to also capture testimonials is a relatively simple task. You already know which customers are advocates of your brand […]Wed, 28 May 2014 01:55:27 GMThttps://www.genroe.com/blog/10-customer-experience-influencers-you-really-should-follow/8979https://www.genroe.com/blog/10-customer-experience-influencers-you-really-should-follow/8979There is no shortage of data on the interwebs but much of it is not worth reading. The trick is to find the information written by the people that add value and challenge your thinking. Then listen to what they say and hone your ideas against them. These are some of the people I follow.Thu, 15 May 2014 01:14:31 GMThttps://www.genroe.com/blog/how-to-demonstrate-the-roi-of-your-customer-feedback-program/8919https://www.genroe.com/blog/how-to-demonstrate-the-roi-of-your-customer-feedback-program/8919Sometimes Voice of the Customer (VoC) practitioners frustrate me. In this recent research, customer feedback professionals identified that their biggest barriers to a more effective customer feedback process were engaging staff and management and understanding loyalty drivers. But when asked what they would do with an unlimited budget the most common response, by far, was […]Thu, 01 May 2014 00:05:13 GMThttps://www.genroe.com/blog/customer-journey-maps-must-come-before-transactional-customer-feedback/8893https://www.genroe.com/blog/customer-journey-maps-must-come-before-transactional-customer-feedback/8893Transactional customer feedback is a very effective way of improving business performance. With it you can diagnose problems and processes that are driving customers away and reinforce the drivers of customer loyalty in the business. But how do you decide which transactions should be included? What is a Customer Journey Map? Customer Journey Maps document […]Tue, 15 Apr 2014 00:00:13 GMThttps://www.genroe.com/blog/practical-statistics-how-to-test-if-your-customer-feedback-score-really-changed-excel/8820https://www.genroe.com/blog/practical-statistics-how-to-test-if-your-customer-feedback-score-really-changed-excel/8820In customer feedback we often run the same survey to different sets of respondents and we are very interested in identifying whether the responses are different between different groups. Typically those groups are either different sub-segments (male vs female customers) or different time periods (last quarter vs this quarter). However, too often the different/not-different determination […]Tue, 25 Mar 2014 22:00:15 GMThttps://www.genroe.com/blog/the-6-critical-success-factors-to-customer-feedback-success/8588https://www.genroe.com/blog/the-6-critical-success-factors-to-customer-feedback-success/8588There are six key requirements for successfully implementing Net Promoter that you need to keep in mind as you launch the process. 1. Senior Management Buy-In Firstly you must have buy-in from senior management. Getting a Net Promoter program up and running takes cultural change across the organisation. It also takes internal (staff) resources, budget […]Mon, 10 Feb 2014 23:00:31 GMThttps://www.genroe.com/blog/crazy-domains-and-buffer-their-pr-responses-the-pain-and-the-glory/8274https://www.genroe.com/blog/crazy-domains-and-buffer-their-pr-responses-the-pain-and-the-glory/8274If you have a social media bone in your body you will know about the hack over at Buffer. You may also have seen or experienced its response, I know I did. This post is all about how each organisation handled the service recovery process: one very poorly and one very well. In my opinion, and […]Mon, 18 Nov 2013 22:48:42 GMThttps://www.genroe.com/blog/carlson-restaurants-share-four-big-insights-on-net-promoter/8139https://www.genroe.com/blog/carlson-restaurants-share-four-big-insights-on-net-promoter/8139Carlson Restaurants operate some 900 restaurants globally and over the last few years have driven immense value from the Net Promoter process in the US. You may not immediately know the Carlson name but if you live in or have visited the US you will probably have spent time in one of their well-known TGI Fridays locations, […]Mon, 28 Oct 2013 23:10:51 GMThttps://www.genroe.com/blog/more-proof-if-you-needed-it-take-care-when-comparing-net-promoter-number/8153https://www.genroe.com/blog/more-proof-if-you-needed-it-take-care-when-comparing-net-promoter-number/8153It’s almost as primal as the urge to survive. It’s the urge to compare your performance to others and corporate Net Promoter Scores® are not immune. Comparing is good, great in fact, so long as you’re comparing apples with apples. The trouble is that when you have a standard like NPS® it might look like […]Mon, 21 Oct 2013 23:10:13 GMThttps://www.genroe.com/blog/how-do-you-show-customers-what-youre-doing-with-their-feedback-video/8211https://www.genroe.com/blog/how-do-you-show-customers-what-youre-doing-with-their-feedback-video/8211So you’ve collected feedback from your customers now your customers want to know what you’re doing with all that data. How do you show your customers what you’re doing with their feedback? Transcript of this VideoWed, 16 Oct 2013 01:20:01 GMThttps://www.genroe.com/blog/pithy-customer-feedback-insights-via-the-bbc-and-rob-markey/8029https://www.genroe.com/blog/pithy-customer-feedback-insights-via-the-bbc-and-rob-markey/8029Rob Markey (a partner with Bain and global leader of the firm’s Customer Strategy & Marketing practice) provided some very focused and pithy remarks in, of all places, a recent BBC radio show. The context was a discussion that centred on the NHS (National Health Service) and its somewhat controversial Friends and Family Metric. In […]Mon, 14 Oct 2013 23:37:27 GMThttps://www.genroe.com/blog/how-can-i-increase-customer-loyalty-without-increasing-costs-to-the-business-video/8187https://www.genroe.com/blog/how-can-i-increase-customer-loyalty-without-increasing-costs-to-the-business-video/8187Although it may seem like a difficult question to answer, this is actually an interesting question because there’s really two responses.Wed, 09 Oct 2013 00:33:58 GMThttps://www.genroe.com/blog/5-whys-root-cause-analysis-template-and-process/8001https://www.genroe.com/blog/5-whys-root-cause-analysis-template-and-process/8001Your customer feedback data collection process is going just fine. You’re collecting lots of interesting results, sending reports to your peers and generally feeling good. But there’s a nagging problem: nothing is changing in the business. The scores are not improving, but they are not getting worse either. Here's how to fix that.Tue, 08 Oct 2013 00:06:32 GMThttps://www.genroe.com/blog/new-research-involving-all-staff-in-the-customer-feedback-process/7674https://www.genroe.com/blog/new-research-involving-all-staff-in-the-customer-feedback-process/7674I’m sure you’ve heard that you need to engage all staff in the customer feedback process. So have we, and we recommend to all of our clients to do just that but our recent research report Research: 6 Key Drivers of Successful Customer Feedback Programs has demonstrated just how important this is to overall success. […]Tue, 17 Sep 2013 01:41:55 GMThttps://www.genroe.com/blog/did-my-net-promoter-score-really-really-change/7493https://www.genroe.com/blog/did-my-net-promoter-score-really-really-change/7493Whoohoo your Transactional NPS® system dashboard tells you the score is up by 15 points, week on week. Good news! Let’s get this out to the whole company! But as you type out the note to the rest of the management team and prepare your article for the weekly company newsletter you wonder to yourself: […]Tue, 06 Aug 2013 00:08:36 GMThttps://www.genroe.com/blog/marketing-and-call-centre-collaborative-design-makes-campaigns-rock/7701https://www.genroe.com/blog/marketing-and-call-centre-collaborative-design-makes-campaigns-rock/7701I don’t want to sound as though I am preaching to the converted here as I know how difficult it can be to constantly be in charge of coming up with new concepts or offers that will grow your business whilst still providing positive ROI contributions! But recently I worked with a client where I […]Tue, 30 Jul 2013 02:36:52 GMThttps://www.genroe.com/blog/5-questions-every-marketer-should-ask/7716https://www.genroe.com/blog/5-questions-every-marketer-should-ask/7716The campaign strategy has been set and the offer created. All that needs to be done now is the selection and loading of the call lists. The campaign is ready to roll and you can hand off to the call center. But wait, have you made sure that the call center will be able to […]Tue, 30 Jul 2013 02:36:49 GMThttps://www.genroe.com/blog/6-ways-you-can-use-service-to-increase-sales-and-lower-costs-in-your-contact-centre/7737https://www.genroe.com/blog/6-ways-you-can-use-service-to-increase-sales-and-lower-costs-in-your-contact-centre/7737What if your Contact Centre and Customer Service Departments generated marketing ideas and increased sales through plain old good service, while still reducing costs? Impossible you may say, but it’s not just read on! With the correct approach, contact centres can lower inbound customer queries while increasing customer satisfaction. They can also provide a free […]Tue, 30 Jul 2013 02:36:47 GMThttps://www.genroe.com/blog/7-great-tips-for-call-centre-resourcing/7745https://www.genroe.com/blog/7-great-tips-for-call-centre-resourcing/7745Tried and tested to provide real solutions to real problems for Contact Centres resourcing needs.Tue, 30 Jul 2013 02:36:39 GMThttps://www.genroe.com/blog/aht-is-the-sometimes-forgotten-contact-centre-roi-metric/7750https://www.genroe.com/blog/aht-is-the-sometimes-forgotten-contact-centre-roi-metric/7750As a great Direct Marketing (DM) professional, you no doubt know your Return on Investment (ROI) attributes, metrics and calculations backwards. However, there always seems to be one Contact Centre metric that flies below the radar for a lot of consummate DM professionals – Average Handle Time. I’d love an extra dollar for every time […]Tue, 30 Jul 2013 02:36:37 GMThttps://www.genroe.com/blog/what-is-surveymonkey/7979https://www.genroe.com/blog/what-is-surveymonkey/7979SurveyMonkey is online survey software that helps you to create and run professional online surveys. It is a powerful and a well known application.Sun, 12 May 2013 23:19:51 GMThttps://www.genroe.com/blog/digital-agency-drives-business-with-net-promoter/7287https://www.genroe.com/blog/digital-agency-drives-business-with-net-promoter/7287UK based digital and innovation agency Volume proves there are no right or wrong industries for using the Net Promoter approach. In fact with a score of +60 the organisation is out in front of many of its’ peers: Amazon’s score is 76 and Apple’s is 71. Here is a company doing things differently. Being a small […]Sun, 12 May 2013 02:21:50 GMThttps://www.genroe.com/blog/telstra-rewarding-resellers-for-customer-service-but-what-is-the-anti-gaming-strategy/7264https://www.genroe.com/blog/telstra-rewarding-resellers-for-customer-service-but-what-is-the-anti-gaming-strategy/7264Telstra, Australia’s largest Telco, has been well known for it’s roll-out of Net Promoter® over the past few years. Telstra has announced (see The Age newspaper) that it will be starting to partly pay its resellers based on their Net Promoter Score. Through the current CEO (David Thodey) the company has been making a concerted push to improve customer service level which […]Wed, 01 May 2013 05:43:31 GMThttps://www.genroe.com/blog/how-to-calculate-return-on-customer-investment/7148https://www.genroe.com/blog/how-to-calculate-return-on-customer-investment/7148CEOs and CFOs like numbers; mostly profitability numbers but revenue and return on investment also catch their eye. So, if you can’t speak their language and convert your customer experience project into hard numbers that talk to them; your chance of having it approved are slim to none. After months of patient research, meetings and […]Mon, 01 Apr 2013 23:24:29 GMThttps://www.genroe.com/blog/customer-feedback-is-worthless-without-the-right-analysis/7086https://www.genroe.com/blog/customer-feedback-is-worthless-without-the-right-analysis/7086In a home kitchen in the early 1830’s a, then unknown, inventor saw potential in the milky sap from the Indian rubber tree. Surely, he thought, there must be a way to make the sticky substance more useful. Through many years of experiments he mixed the raw rubber with a variety of different substances and […]Tue, 12 Mar 2013 01:28:34 GMThttps://www.genroe.com/blog/what-to-look-for-when-you-buy-net-promoter-software/6892https://www.genroe.com/blog/what-to-look-for-when-you-buy-net-promoter-software/6892You’ve read about it and convinced senior management that Net Promoter is the way to go. You know you will need a change management process to make it work long term. You also know that you will need some type of NPS software system to collect the survey responses. What does that software need to be […]Tue, 22 Jan 2013 22:17:47 GMThttps://www.genroe.com/blog/how-to-confidently-and-transparently-share-your-transactional-customer-feedback/6309https://www.genroe.com/blog/how-to-confidently-and-transparently-share-your-transactional-customer-feedback/6309The idea of openly and transparently sharing live customer feedback often causes concern at all levels of the organisation. However, implemented sensibly, complete transparency of customer feedback can be a key plank in the success of your transactional customer feedback process. In this post we’ll examine what you need to do to ensure success when […]Mon, 17 Dec 2012 23:15:17 GMThttps://www.genroe.com/blog/3-important-elements-of-achieving-customer-loyalty/6697https://www.genroe.com/blog/3-important-elements-of-achieving-customer-loyalty/6697Achieving customer loyalty is well known to be a long term driver of company success and value but how do you do it? If you have already acquired a customer there are 3 important steps to achieving customer loyalty.Wed, 12 Dec 2012 22:05:47 GMThttps://www.genroe.com/blog/what-is-your-return-on-customer-investment/6286https://www.genroe.com/blog/what-is-your-return-on-customer-investment/6286CEOs and CFOs take a liking to seeing numbers; especially profitability numbers. So if you can’t speak their language and convert your project or proposal into numbers that talk to them; you can pretty much bet your chances of having it approved are slim to none. Fortunately, there’s a great approach that allows you to […]Wed, 26 Sep 2012 03:57:05 GMThttps://www.genroe.com/blog/call-centre-execution-7-ways-marketers-can-improve-conversions-2/2300https://www.genroe.com/blog/call-centre-execution-7-ways-marketers-can-improve-conversions-2/2300The hard work is done, the calls are being made and now it’s just a matter of waiting for the sales to roll in from the call centre, or is it? Call centre execution of campaigns is crucial to achieving results for the business. However, ineffective operational structures, inconsistent operational practices, as well as conflicting […]Tue, 19 Jun 2012 00:47:32 GMThttps://www.genroe.com/blog/net-promoter-organisational-change-management-done-right/2609https://www.genroe.com/blog/net-promoter-organisational-change-management-done-right/2609For over 40 years, CCH Australia has been editing and publishing information resources relied upon by lawyers, accountants and others to help them provide advise for their clients. About 12 months ago, CCH decided to start using the Transactional Net Promoter process to help them drive change for their business. CCH approached us, Genroe, to help […]Wed, 13 Jun 2012 08:57:58 GMThttps://www.genroe.com/blog/marketing-people-are-from-mars-and-contact-centre-people-are-from-pluto/2190https://www.genroe.com/blog/marketing-people-are-from-mars-and-contact-centre-people-are-from-pluto/2190Quite often our clients tell us that they would like things to be better between their Contact Centre and Marketing Departments, so stronger business results could be achieved. Every situation is different and does need to be dealt with on a case by case basis. Here are 5 easy tips that you could implement immediately […]Sat, 09 Jun 2012 01:09:34 GMThttps://www.genroe.com/blog/case-study-how-to-apologize-to-your-customers-when-things-go-badly-wrong/2493https://www.genroe.com/blog/case-study-how-to-apologize-to-your-customers-when-things-go-badly-wrong/2493When things went pear-shaped over at MozLand, they did so in a big way. The result was lots of unhappy customers, but their response is a case study in service recovery and how to apologize for problems that seriously affect your customers. You can read the full text of their apology over on the SEOMoz […]Thu, 07 Jun 2012 00:16:52 GMThttps://www.genroe.com/blog/call-centre-audits-demystified/1960https://www.genroe.com/blog/call-centre-audits-demystified/1960Call centre audits can be a great way to gain some real and useful insights into how to improve your customer facing operations. This post lets you in on what they are and how to run one effectively.Mon, 28 May 2012 08:54:11 GMThttps://www.genroe.com/blog/transactional-customer-feedback-6-problems-you-will-face-and-how-to-fix-them/1916https://www.genroe.com/blog/transactional-customer-feedback-6-problems-you-will-face-and-how-to-fix-them/1916When you start out on your transactional customer feedback or Net Promoter program everything looks rosy but there are six issues that you will run into all too soon. Here are the problems you will face and the solutions.Tue, 22 May 2012 00:01:02 GMThttps://www.genroe.com/blog/five-things-to-do-right-now-that-will-drive-more-value-from-customer-feedback/1874https://www.genroe.com/blog/five-things-to-do-right-now-that-will-drive-more-value-from-customer-feedback/1874Meta-analysis of a new Aberdeen report provides important insights into the most important customer feedback management differences between successful companies and unsuccessful companies. What is really interesting is that the drivers of success are less about collecting customer feedback and more about what you do with it. The April 2012 Aberdeen report “Customer Feedback Management” […]Tue, 08 May 2012 00:19:26 GMThttps://www.genroe.com/blog/the-4-drivers-of-customer-retention/1869https://www.genroe.com/blog/the-4-drivers-of-customer-retention/1869Many companies would like to improve their customer retention but are unsure how to make the changes in their business to improve this important profit lever. Identify Customer Retention Drivers The first step in implementing customer retention programs is to identify the customer retention drivers. Without first identifying the retention drivers you run the risk […]Thu, 03 May 2012 00:46:55 GMThttps://www.genroe.com/blog/four-keys-to-successful-business-competitions/1853https://www.genroe.com/blog/four-keys-to-successful-business-competitions/1853In today’s marketplace, consumers are bombarded with competitions as companies fight to attract new customers and retain existing customers. Some companies are extremely successful in achieving their marketing objectives through the use of competitions, whilst others fail dismally. So why do some companies fail with competitions and others succeed? It’s all due to planning and […]Tue, 01 May 2012 00:17:56 GMThttps://www.genroe.com/blog/using-the-customers-name-in-the-branch/1859https://www.genroe.com/blog/using-the-customers-name-in-the-branch/1859It’s not surprising that using a customer’s name during a transaction is good. But what may surprise you is that it’s worth 9% points of customer satisfaction. New research, see chart below shows, just how important this very small personal touch is to your customers. Just adding a bit more contentThu, 26 Apr 2012 03:54:33 GMThttps://www.genroe.com/blog/customer-loyalty-surveys-do-you-include-all-3-critical-elements/1808https://www.genroe.com/blog/customer-loyalty-surveys-do-you-include-all-3-critical-elements/1808The starting point when designing customer loyalty feedback programs should be understanding what your customers care about and how well you are meeting their expectations. Unfortunately, many attempts at customer loyalty surveys fail to include all three critical elements required to collect that understanding and so fail to provide useful information to the business. By […]Tue, 10 Apr 2012 00:07:59 GMThttps://www.genroe.com/blog/four-bridges-to-communicating-with-your-customers/1772https://www.genroe.com/blog/four-bridges-to-communicating-with-your-customers/1772In a world where customers control the relationship, if you want to continue to have a relationship, you need to provide something of value to them and profitable to you. When you communicate with them you need to provide information both relevant to their needs and profitable to you. To do this you need to […]Wed, 21 Mar 2012 23:03:30 GMThttps://www.genroe.com/blog/case-study-beating-the-market-with-customer-satisfaction/8395https://www.genroe.com/blog/case-study-beating-the-market-with-customer-satisfaction/8395If you’re looking to boost customer satisfaction, one of the most promising places to start is customer service. Unfortunately, it’s also a place where long-term goals tend to buckle under short-term financial pressures. Companies try to meet Wall Street’s immediate demands by cutting costs through automation and outsourcing—despite a growing body of research conclusively showing […]Sat, 03 Mar 2012 00:41:47 GMThttps://www.genroe.com/blog/trigger-marketing-demands-a-new-approach/1686https://www.genroe.com/blog/trigger-marketing-demands-a-new-approach/1686Trigger marketing is not just a fancy new marketing technique that you can layer over your existing campaign process. It is a fundamentally different way of interacting with your customers. With trigger marketing programs typically 2 to 12 times more effective than traditional direct marketing programs [1], it’s worth implementing this new perspective for your […]Mon, 20 Feb 2012 23:00:06 GMThttps://www.genroe.com/blog/customer-delight-can-be-worse-than-a-baby-bonus/1656https://www.genroe.com/blog/customer-delight-can-be-worse-than-a-baby-bonus/1656Recently, there was much ado in Australia as the Federal Government slightly reduced (less than 10%) the amount of money that it gives to new parents: the so called Baby Bonus. The reduction in this grant has caused a lot of dissatisfaction in the community. Could your customer delight program cause a similar backlash?Tue, 20 Dec 2011 04:01:52 GMThttps://www.genroe.com/blog/people-are-not-thermometers-so-customer-feedback-is-messy/1651https://www.genroe.com/blog/people-are-not-thermometers-so-customer-feedback-is-messy/1651When examining any type of customer feedback, one issue that you will come up against is that the feedback people give is not like the feedback you get from a thermometer. If you want to know what the temperature is, you need only consult a thermometer of the correct type and it will tell you […]Tue, 13 Dec 2011 22:10:18 GMThttps://www.genroe.com/blog/how-to-drive-customer-experience-innovation-using-transactional-nps/1638https://www.genroe.com/blog/how-to-drive-customer-experience-innovation-using-transactional-nps/1638I wrote recently about how engineers in process plants are never happy with the status quo. They are always looking for improvements and tweaks to the manufacturing process that can drive incremental improvement in profit and efficiency. This post is about how you can use Transactional Net Promoter Score® to do the same thing for […]Tue, 06 Dec 2011 06:07:22 GMThttps://www.genroe.com/blog/do-your-customer-experience-initiatives-have-these-flaws/1626https://www.genroe.com/blog/do-your-customer-experience-initiatives-have-these-flaws/1626It seems to me that many customer experience initiatives are deeply flawed. They start out well intentioned but lack the right process improvement mindset to drive long term change. The customer experience strategy that seems to be best practice at the moment is: Do some research on what people want: ask a focus group, run […]Tue, 29 Nov 2011 03:30:31 GMThttps://www.genroe.com/blog/the-qantas-grounding-a-strategic-customer-experience-initiative/1491https://www.genroe.com/blog/the-qantas-grounding-a-strategic-customer-experience-initiative/1491You may find it hard to believe that there is any way that grounding every plane in the Qantas fleet could improve the customer experience but I think it will. All of the usual pundits are saying that the recent three day grounding of the Qantas fleet has done immeasurable damage to their brand and […]Mon, 31 Oct 2011 23:30:48 GMThttps://www.genroe.com/blog/why-do-australians-reject-foreign-brands/1480https://www.genroe.com/blog/why-do-australians-reject-foreign-brands/1480Today’s post is a little bit different from our normal posts. This Colloquy study: “The 2011 COLLOQUY Cross-Cultural Loyalty Study” caught my eye. It’s a good study and looks at the different views of customer loyalty in different countries. The Colloquy guys focused on the differences between the emerging economies (Brazil, China and India), and […]Tue, 25 Oct 2011 01:02:24 GMThttps://www.genroe.com/blog/net-promoter-score-is-2-7-times-more-sensitive-than-customer-satisfaction/1470https://www.genroe.com/blog/net-promoter-score-is-2-7-times-more-sensitive-than-customer-satisfaction/1470Recent analysis of Net Promoter Score® data from one of our clients indicates that NPS is almost three times more sensitive at predicting customer churn than customer satisfaction. In addition, Detractors are 1.5 times more likely to terminate than Promoters. nib health funds is one of Australia’s leading and fastest growing health funds. As an organisation, […]Wed, 05 Oct 2011 01:49:42 GMThttps://www.genroe.com/blog/managing-customer-loyalty-it-has-always-been-about-listening-and-remembering/1424https://www.genroe.com/blog/managing-customer-loyalty-it-has-always-been-about-listening-and-remembering/1424“If you strip away all the hype around how to ‘do’ relationships, you are left with one simple concept. The real essence of a relationship is simply a memory of past interactions.” [1] Learning is at the heart of customer loyalty management and has been ever since the empirical work of Reichheld [2] (and others) […]Wed, 14 Sep 2011 01:03:49 GMThttps://www.genroe.com/blog/customer-loyalty-programs-5-items-for-your-next-grease-and-oil-change/1254https://www.genroe.com/blog/customer-loyalty-programs-5-items-for-your-next-grease-and-oil-change/1254We all know what we want from our customer loyalty programs; more, and more profitable, customers. The trouble is that customers are notoriously fickle, changeable, arbitrary, and our lifeblood. What worked last month may not work today. So Loyalty Programs need regular check-ups to make sure they are still achieving their objectives – in just […]Thu, 18 Aug 2011 23:54:15 GMThttps://www.genroe.com/blog/the-6-road-blocks-to-trigger-based-marketing-and-how-to-avoid-them/1211https://www.genroe.com/blog/the-6-road-blocks-to-trigger-based-marketing-and-how-to-avoid-them/1211The path to successful Trigger Based Marketing often seems to be strewn with road blocks but is it? In this post I will examine the six most often cited road-blocks and demolish them. This is a follow-up to my recent post The 5 Critical Factors for Interactive Marketing Success. In life there is Yin and […]Tue, 09 Aug 2011 23:51:09 GMThttps://www.genroe.com/blog/forecasting-customer-value-when-you-dont-have-a-contract-discrete-transactions/1181https://www.genroe.com/blog/forecasting-customer-value-when-you-dont-have-a-contract-discrete-transactions/1181In this post I summarize into actionable steps parts of the substantial body of work by Peter Fader, Bruce Hardie, et. al. in the analysis of Customer Lifetime Value, a critical part of every customer experience program. The relevant source papers are referenced at the end of the post. In this post, we will focus […]Mon, 18 Jul 2011 19:42:33 GMThttps://www.genroe.com/blog/calculating-retail-sales-forecasts-customer-life-time-value-and-other-customer-variables/1170https://www.genroe.com/blog/calculating-retail-sales-forecasts-customer-life-time-value-and-other-customer-variables/1170Summarising the steps to calculate customer lifetime value for retail and other non-contract continuous purchase customer bases.Sun, 10 Jul 2011 13:09:28 GMThttps://www.genroe.com/blog/getting-your-customer-loyalty-management-team-right/1026https://www.genroe.com/blog/getting-your-customer-loyalty-management-team-right/1026A lot of companies struggle with determining just how to build their organization structure around customer loyalty management. Is there a separate customer loyalty group, or is it integrated into the rest of the organisation? And how does it work in practice? However, there is hope and some clear best practice approaches out there that […]Fri, 17 Jun 2011 22:23:20 GMThttps://www.genroe.com/blog/customer-retention-you-already-have-enough-segmentation-take-action/1009https://www.genroe.com/blog/customer-retention-you-already-have-enough-segmentation-take-action/1009Think quick: to drive customer retention, should you focus on a deeper understanding of your customer segmentation or take action with the data that you already have? If you said segment your customer data base with greater accuracy, you probably picked the wrong answer. According to research by Aberdeen Group (“How the Best in class […]Tue, 31 May 2011 12:29:04 GMThttps://www.genroe.com/blog/six-issues-that-will-cause-your-customer-feedback-process-to-fail-long-term/976https://www.genroe.com/blog/six-issues-that-will-cause-your-customer-feedback-process-to-fail-long-term/976You’re all fired up to implement a new customer feedback process, secure in the knowledge that it will be the best your company has ever seen. However, if you want it to succeed long term, you need to make sure that you overcome all six of these reasons that customer feedback processes fail long term.Sun, 01 May 2011 12:15:29 GMThttps://www.genroe.com/blog/surveys-for-customer-satisfaction-do-you-make-these-mistakes/883https://www.genroe.com/blog/surveys-for-customer-satisfaction-do-you-make-these-mistakes/883Because I’m in the industry, I maybe like you, take all the customer satisfaction feedback surveys that I can, to see what organisations are doing, what works and what we should avoid doing. Rather than keep this information to myself, I’ve decided to post the reviews here. In this series, I’ll review a survey that I’ve received […]Sun, 10 Apr 2011 16:18:50 GMThttps://www.genroe.com/blog/what-is-the-role-of-customer-feedback-in-the-itil-framework/861https://www.genroe.com/blog/what-is-the-role-of-customer-feedback-in-the-itil-framework/861Recently, a colleague of mine had an interesting conversation with the service delivery manager for a well known IT company. The discussion turned to customer experience management and the service deliver managers noted that his only “measurements” of the customer experience were, essentially, the ITIL service delivery process. If you’ve never heard of ITIL you […]Wed, 16 Mar 2011 11:55:49 GMThttps://www.genroe.com/blog/mystery-shopping-or-transactional-surveys-which-is-better/838https://www.genroe.com/blog/mystery-shopping-or-transactional-surveys-which-is-better/838Mystery shopping has been with us for many years. And recently, a new way to measure the customer experience has become popular: transactional customer surveys. Transactional surveys, such as transactional Net Promoter Score® surveys, have only become practical in the last few years. This style of survey collects customer views and perceptions via a short […]Wed, 26 Jan 2011 17:24:55 GMThttps://www.genroe.com/blog/how-do-you-determine-the-value-of-net-promoter-score/825https://www.genroe.com/blog/how-do-you-determine-the-value-of-net-promoter-score/825Recently, the CFO of one of my customer’s asked “How to we determine the value of Net Promoter Score?” and wanted a “two sentence response”. The question was asked in the context of investing in NPS® data collection. It is a very good question and one that took a while for me to answer succinctly. […]Sun, 05 Dec 2010 12:42:28 GMThttps://www.genroe.com/blog/when-does-the-service-recovery-paradox-work-and-when-does-it-fail/763https://www.genroe.com/blog/when-does-the-service-recovery-paradox-work-and-when-does-it-fail/763One of the reasons that I like the Transactional Net Promoter Score® approach is that it allows for proactive service recovery. Transactional NPS® focuses on each service moment of truth and asks the customer about their experience at that exact time. This allows you to drill down into each customer touch point and quantify its ability […]Sun, 14 Nov 2010 11:18:42 GMThttps://www.genroe.com/blog/3-practical-customer-retention-approaches-you-can-start-today/798https://www.genroe.com/blog/3-practical-customer-retention-approaches-you-can-start-today/798Competition is tougher than ever before and many companies are out prospecting like mad for new customers. However, most don’t realise that the fastest, cheapest and lowest risk way of protecting their business is not finding new customers, but nurturing existing customers. I know you’ve heard the old adage – that it’s easier to sellSun, 07 Nov 2010 12:07:44 GMThttps://www.genroe.com/blog/how-to-match-customer-retention-initiatives-with-the-customer-lifecycle/801https://www.genroe.com/blog/how-to-match-customer-retention-initiatives-with-the-customer-lifecycle/801The best customer retention initiative to implement for a specific customer often depends on their position in the customer life cycle. What’s more, often the earlier in the customer life cycle that you execute a customer retention initiative, the more effective and higher the overall ROI of the initiative. So what should you do and […]Tue, 02 Nov 2010 11:55:14 GMThttps://www.genroe.com/blog/do-net-promoters-tell-us-anything/775https://www.genroe.com/blog/do-net-promoters-tell-us-anything/775Over the past couple of weeks, I have seen quite a lot of negative feedback about Net Promoter Score®. This issue seems to not be Net Promoters as such or how to calculate the score, but whether it is a valid measurement at all. While I’ve responded to a couple of specific blog posts, I thought […]Sun, 17 Oct 2010 13:21:17 GMThttps://www.genroe.com/blog/halo-effects-and-brands-being-cautious-when-reviewing-customer-feedback/748https://www.genroe.com/blog/halo-effects-and-brands-being-cautious-when-reviewing-customer-feedback/748Customer feedback surveys are subject to halo effects so you must be careful when interpreting the results. A good result in a specific attribute does not necessarily mean that you are performing well. Halo effects have long been known and appreciated by psychologists. Per Wikipedia: “The halo effect is a cognitive bias whereby the perception […]Sun, 26 Sep 2010 15:58:05 GMThttps://www.genroe.com/blog/are-you-stuck-on-the-delight-the-customer-merry-go-round/728https://www.genroe.com/blog/are-you-stuck-on-the-delight-the-customer-merry-go-round/728New reasearch shows that the delight the customer approach to customer management is not as effective as just making it easy for them to do business with you.Sun, 19 Sep 2010 13:21:10 GMThttps://www.genroe.com/blog/refer-a-friend-programs-are-they-worth-it/700https://www.genroe.com/blog/refer-a-friend-programs-are-they-worth-it/700Refer a friend programs: are they worth it? Yes, as it happens they are and some very recent research gives us the numbers to back it up.Sun, 05 Sep 2010 14:54:22 GMThttps://www.genroe.com/blog/using-social-effects-to-improve-customer-retention/688https://www.genroe.com/blog/using-social-effects-to-improve-customer-retention/688It is logical to think that a person’s social network influences their buying behaviour. If my friend likes Company X, they will probably tell me about it and I, too, may like them enough to become a customer. Indeed, leveraging this idea has long been used in the endless variety of “friend-get-friend” programs used in […]Sun, 29 Aug 2010 12:26:23 GMThttps://www.genroe.com/blog/the-secrets-of-great-customer-experience-organizations-are-not-so-secret/683https://www.genroe.com/blog/the-secrets-of-great-customer-experience-organizations-are-not-so-secret/683When a new business buzz makes headlines, a new buzz of how to’s follows. Customer Experience Management (CEM) is no different. But, to me, Customer Experience Management is mostly a new theatre for existing skills, not a new set of skills. Forrester does good research but in this recent article: Three Secrets Of Success For […]Sun, 22 Aug 2010 12:21:46 GMThttps://www.genroe.com/blog/net-promoter-score-deficient-or-efficient-measure/648https://www.genroe.com/blog/net-promoter-score-deficient-or-efficient-measure/648The great debate about the prediction ability of Net Promoter Score (NPS®) continues apace. With any change or new idea, there are those that embrace the idea and there are those that reject the idea. While I consider myself in the embrace camp, I believe that I am so from an empirical, “we need to […]Tue, 10 Aug 2010 16:49:07 GMThttps://www.genroe.com/blog/making-changes-in-your-customer-experience/637https://www.genroe.com/blog/making-changes-in-your-customer-experience/637This article in the Australian Financial Review (Kmart reborn in program of change) was a timely follow up to my blog post of a few weeks ago when I looked at whether announcing changes in customer charters was good or bad for customer satisfaction. In that article, I argued that it was better to build […]Sun, 01 Aug 2010 12:20:33 GMThttps://www.genroe.com/blog/the-buzz-insurance-launch-an-innovative-new-loyalty-program/514https://www.genroe.com/blog/the-buzz-insurance-launch-an-innovative-new-loyalty-program/514The Australian general insurance business has become a hot house of competition, with heavy promotion by new overseas online insurers. Intense competition can be a catalyst for innovation, and we believe that one insurer is innovating in a refreshing and effective way – by collaborating directly with customers.Tue, 27 Jul 2010 21:16:34 GMThttps://www.genroe.com/blog/continuous-process-improvement-for-call-centers/378https://www.genroe.com/blog/continuous-process-improvement-for-call-centers/378Continuous Process Improvement is associated to actions a business takes to continually re-evaluate and change any of its processes based on increasing efficiencies of the process, potentially reducing the associated costs and increasing its effectiveness. A large number of businesses still work with the traditional model in regards to their processes, where they may not […]Sun, 25 Jul 2010 13:10:38 GMThttps://www.genroe.com/blog/how-to-retain-customers-who-are-leaving/500https://www.genroe.com/blog/how-to-retain-customers-who-are-leaving/500Customers, just like products, tend to progress through a lifecycle. In this case, a “customer lifecycle”. If you manage this process properly, you will have customers who continue to add value to your organisation.Mon, 19 Jul 2010 21:03:08 GMThttps://www.genroe.com/blog/ensuring-success-your-next-call-centre-tender-evaluation/544https://www.genroe.com/blog/ensuring-success-your-next-call-centre-tender-evaluation/544Ensuring success in your next call centre tender evaluation is more than just using good project management techniques. A few months ago, a client called and asked for help. They were going through the process of tendering for some new technology for their Contact Centre infrastructure. They approached us for help because the project had […]Sun, 18 Jul 2010 15:28:09 GMThttps://www.genroe.com/blog/is-this-the-wrong-way-to-use-social-media-as-a-service-channel/611https://www.genroe.com/blog/is-this-the-wrong-way-to-use-social-media-as-a-service-channel/611It is clear that leading brands are using Twitter and other social media channels to deliver reactive service to their customers. Probably the best known of these is BestBuy with their @twelpforce Twitter account. Staff at the computer chain use their Twitter accounts to answer questions from customers all over the country.Mon, 12 Jul 2010 22:01:27 GMThttps://www.genroe.com/blog/net-promoter-links-to-recency-frequency-monetary-rfm/597https://www.genroe.com/blog/net-promoter-links-to-recency-frequency-monetary-rfm/597From the early days of data-driven marketing, it has been known that marketers can predict which customers are most likely to respond to an offer by ranking them on the basis of; how Recently they have transacted with you how Frequently they have transacted with you how much money (Monetary) they have spent with you. […]Thu, 08 Jul 2010 18:07:52 GMThttps://www.genroe.com/blog/are-you-using-campaign-lead-or-customer-lead-marketing/491https://www.genroe.com/blog/are-you-using-campaign-lead-or-customer-lead-marketing/491This week I’m going to build on a recent post (“Why customer segmentation is not customer strategy”) by looking at a new approach to creating a customer strategy. We will start by examining how most marketing departments use customer segmentation. Over the past 10-15 years, an evolution, a good evolution mind you, has overtaken marketing […]Sun, 04 Jul 2010 12:58:07 GMThttps://www.genroe.com/blog/new-net-promoter-score-benchmarks-europe-vs-australia/572https://www.genroe.com/blog/new-net-promoter-score-benchmarks-europe-vs-australia/572In 2010 Satmetrix release some European Net Promoter Scores and I thought it would be interesting to review them versus Australian data of the same era[1].Mon, 28 Jun 2010 13:11:54 GMThttps://www.genroe.com/blog/4-ways-to-involve-your-customers-in-new-product-development/424https://www.genroe.com/blog/4-ways-to-involve-your-customers-in-new-product-development/424Over the last 18 months or so, we have been working with an innovative client who has looked to their customers to co-create their business model, products and loyalty strategy. It has been an exciting and thrilling journey in a typically conservative industry; financial services. In their case, an online, conversational community was an invaluable supplement […]Sun, 20 Jun 2010 12:12:20 GMThttps://www.genroe.com/blog/customer-charters-good-or-bad-for-customer-satisfaction/556https://www.genroe.com/blog/customer-charters-good-or-bad-for-customer-satisfaction/556The post, Creating a culture of customer advocacy by Rob Markey raises a subject that I’ve chatted with clients a lot about over the years. Is it better to publicly state that you will provide great service or let customers find out over time? I have always argued for the “let customers find out over […]Wed, 16 Jun 2010 13:48:25 GMThttps://www.genroe.com/blog/understanding-the-value-of-closed-loop-reporting/369https://www.genroe.com/blog/understanding-the-value-of-closed-loop-reporting/369What is Closed Loop Reporting (CLP) Closed Loop Reporting is any reporting that is done by a business (or silo within a business) where the generated information is tabled to the intended audience, the audience acts upon the information within the original report, and they then report back to the originator of the data as […]Mon, 14 Jun 2010 12:43:24 GMThttps://www.genroe.com/blog/control-groups-and-loyalty-programs-an-impossible-dream/524https://www.genroe.com/blog/control-groups-and-loyalty-programs-an-impossible-dream/524Measuring the effectiveness of customer loyalty programs has always been a bit of a problem. We know the objectives of these programs clearly. These would be customers who; stay longer consolidate their spending with you recommend you to their family and friends But even if members exhibit all of these behaviours, how can you identify if it […]Fri, 04 Jun 2010 22:18:31 GMThttps://www.genroe.com/blog/why-customer-segmentation-is-not-customer-strategy/478https://www.genroe.com/blog/why-customer-segmentation-is-not-customer-strategy/478This recent blog article really struck a chord with me: Why Doesn’t My Market Segmentation Work? The author makes some good points. I agree completely with them and want to go one step further. I believe that customer segmentation often “does work” in that the answers you receive are completely, technically, correct. But in practice, […]Sun, 30 May 2010 12:43:37 GMThttps://www.genroe.com/blog/using-next-logical-product-to-maximise-cross-sell/459https://www.genroe.com/blog/using-next-logical-product-to-maximise-cross-sell/459Most of our clients see the ability to increase their cross sell rates as a good way to increase their overall share of the customer’s wallet and customer retention. One of the better cross selling techniques is the next logical product approach.Mon, 24 May 2010 12:36:17 GMThttps://www.genroe.com/blog/determining-what-might-be-important-to-a-customer/449https://www.genroe.com/blog/determining-what-might-be-important-to-a-customer/449In the customer loyalty survey process, one of the keys is to make sure that your survey addresses all of the product and service attributes that are important to your customers. Seems simple and logical, doesn’t it? But as they always say, it’s not always as easy as it seems. Determining what is important to […]Sun, 16 May 2010 12:26:02 GMThttps://www.genroe.com/blog/do-you-implement-all-7-enablers-of-good-customer-service/419https://www.genroe.com/blog/do-you-implement-all-7-enablers-of-good-customer-service/419Delivering good customer service has gone from a “nice to have” to a “core deliverable” in the past 10 years. Making sure that your organisation can deliver excellent customer service requires a good alignment of all the key enablers.Sun, 02 May 2010 13:56:06 GMThttps://www.genroe.com/blog/a-dozen-customer-satisfaction-survey-dos-and-donts/414https://www.genroe.com/blog/a-dozen-customer-satisfaction-survey-dos-and-donts/414Any organisation that wants to build its business long term needs to listen to and act on customer feedback. This need to capture customer feedback has driven many companies to develop and execute customer surveys. The problem is that building a good survey and survey process is not nearly as simple as it seems. So […]Mon, 26 Apr 2010 14:38:45 GMThttps://www.genroe.com/blog/how-to-evolve-on-line-customer-advisory-panels-to-add-value-to-your-business/360https://www.genroe.com/blog/how-to-evolve-on-line-customer-advisory-panels-to-add-value-to-your-business/360The on-line customer advisory panel is a relatively new feature in the market research business. Often, these panels are created by market research companies dedicated to provide ready access to a large number of respondents for a market research survey. In that way, they can be quite valuable to organisations wanting a quick way to […]Sun, 28 Mar 2010 10:12:57 GMThttps://www.genroe.com/blog/loyalty-programs-making-sure-you-invest-in-only-the-right-customers/306https://www.genroe.com/blog/loyalty-programs-making-sure-you-invest-in-only-the-right-customers/306We do a bit of work on loyalty programs for some of our clients. I quite like the mixture of automation, pro activity, data-insight and self-serve that a well designed program provides to relationship marketers. But the mantra needs to be; “Loyalty programs are the price you pay for rich customer data, you make money from the […]Thu, 25 Feb 2010 10:04:06 GMThttps://www.genroe.com/blog/marketing-offers-the-great-right-offer-versus-right-time-face-off/252https://www.genroe.com/blog/marketing-offers-the-great-right-offer-versus-right-time-face-off/252Some time ago, I posted an answer to a question asked by a retail client; “If the offers are always relevant, does it matter to customers how often I send them?” The post was on Strike a Chord. At the time, I talked briefly about the fact that relevance is not independent of the customer’s […]Thu, 11 Feb 2010 10:11:45 GMThttps://www.genroe.com/blog/whats-not-wrong-with-net-promoter-score/230https://www.genroe.com/blog/whats-not-wrong-with-net-promoter-score/230A while ago, “What’s Wrong With the Net Promoter Score” by Augustine Fou was posted on ClickZ. Sure, Net Promoter Score has it’s critics but I flagged it for detailed review and response because it contained a large number errors and mis-statements that I wanted to comment upon. As it happens, when I went back to […]Sun, 17 Jan 2010 10:51:27 GMThttps://www.genroe.com/blog/driving-customer-experiences-to-improve-loyalty/217https://www.genroe.com/blog/driving-customer-experiences-to-improve-loyalty/217When trying to drive improvements in your customer experience, one key is understanding exactly what drives change in the customer’s perception of their experience. Often, identifying these customer experience drivers is the role of market research. But they can also be uncovered by using customer loyalty surveys in the right way. Once you know what […]Thu, 07 Jan 2010 18:33:34 GMThttps://www.genroe.com/blog/how-many-attempts-should-you-make-in-telemarketing-campaigns/197https://www.genroe.com/blog/how-many-attempts-should-you-make-in-telemarketing-campaigns/197I recently read an article called “7 Prospecting Rules that produce Leads” by Brian Carroll who is the founder and CEO of In Touch, a B2B marketing firm in the US. In this article he discusses a number of best practice tips for Marketers to get the maximum results from their telemarketing campaigns.Thu, 17 Dec 2009 08:54:17 GMT