Tag: Customer Feedback

After 15 years of running customer feedback programs, we wanted to move past anecdote and see which attributes statistically predict success. So we surveyed 80 practitioners and ran the analysis. Here are the six drivers and seven key takeaways that came out, including the engagement and reporting moves that consistently separate the programs that stick from the ones that quietly stall.

Every year a new customer-feedback metric arrives promising to make all the others obsolete. NPS, CSAT, CES, NEV, the arms race never stops. Here's how to pick one and stick with it, and why chasing the latest fad costs you more than it saves.

Three minutes after your first NPS survey closes, management will want a report. The question is what to put in it beyond the score chart. Here are the nine elements that every NPS report needs, plus what to deliberately exclude, so the report drives action instead of arguments about sample size and "that score can't be right".

B2C retention has a well-worn playbook, save teams, predictive models, offers. B2B is messier: more stakeholders, higher switching costs, longer signals. Here's the research on spotting B2B defectors three to six months out, plus the practical steps to intervene before renewal.

Customers control the relationship now, which means every piece of communication has to earn its place, relevant to them, profitable to you. Most marketing comms fail one or both tests. Here are the four bridges you need to cross to fix that, starting with knowing what each customer is actually worth.

By the time a customer is calling to close their account, most of your retention levers are gone, but not all of them. The companies that save these customers do it with a dedicated Save Team, staffed differently and equipped differently to a normal service desk. Here's how to set one up.