NPS In the Field: Q&A With Industry Expert Pam Goodfellow

If we were to claim our unconditional love for a metric, it would most certainly be the almighty Net Promoter Score. Not only do we share our own NPS on a weekly basis at our company meetings, but we find avenues (such as here in our blog) to write further about it.   Yet, we…

Building Families Through Quality Data Collection [CASE STUDY]

Men Having Babies, Inc. is a nonprofit organization that was spun off in July 2012 from a program that ran at the NYC LGBT Center since 2005. The organization began as a peer support network for gay fathers and fathers-to-be, offering monthly workshops and annual seminars in New York. Over time, the organization grew and…

What Do Customers Want? [EBOOK]

The question, “What do customers want?”, has been a challenging one to answer for customer experience professionals. Knowing what is going on in the minds of customers can sometimes feel impossible. That is, if you’re not backing up customer-first initiatives without conducting consistently sound research. While there is no way you can know what customers…

2017 NPS Leaders by Industry [INFOGRAPHIC]

The following post is part of a series that will help inform readers of the power that a company’s Net Promoter Score has on its long-term business goals. The previous posts in the series can be accessed via the following links: The Top 5 Challenges That Hold Companies Back from Leveraging NPS Data to Develop and…

What’s The Secret to NPS Success? Time.

The following post is part of a series that will help inform readers of the power that a company’s Net Promoter Score has on its long-term business goals. The previous posts in the series can be accessed via the following links: The Top 5 Challenges That Hold Companies Back from Leveraging NPS Data to Develop…

The Higher the NPS, The Larger The Market Share

The following post is part of a series that will help inform readers of the power that a company’s Net Promoter Score has on its long-term business goals. (Source: Satmetrix. “The ROI of NPS: How to Focus on Customer Loyalty Delivers Financial Gains.” PDF. Accessed online July 18, 2017.) Satmetrix, a CXM software company and…

Top 5 Benefits of a Voice of the Customer Program

We learned in our last blog post that nearly 90 percent of companies are going to use customer experience to compete with each other, and with an increasing amount of CEO’s starting high-growth companies with a customer-focused mindset, you really don’t want to fall behind. Here’s why: “Voice of the Customer (VoC) programs have become…

Finding Customer Insight In Feedback Surveys

As a digital marketer, you are probably looking for ways to improve your ad copy and web content to attract more leads. While a consumer research study will give you the information you need, you are probably leery of launching one knowing that your customers are already suffering from survey fatigue. The good new is…

Ask, Listen, Retain: How One Company Turned Customer Satisfaction into Sales

ASK LISTEN RETAIN (ALR) is a software company that helps companies realize the power of engaged, loyal, happy customers. Through customer satisfaction surveys and high-level market research, ALR brings customer feedback to the forefront, helping companies to improve their service and, in turn, increase profits. As a company, ALR prides themselves on excellence. They excel…