Tom CatesFeb 242 minWhy Customer Satisfaction is Not Enough for B2B SalesIn B2B sales, focusing solely on customer satisfaction and using traditional measures to build stronger client relationships is a...
Tom CatesJan 272 minThe Benefits of BenchmarkingBenchmarking is a tool that businesses use to compare a company’s performance against competitors or itself, with the ultimate goal being...
Tom CatesJan 203 minThe Problem with Net Promoter Score (NPS)Net Promoter Score (NPS) is a commonly used measure of customer satisfaction and a supposed predictor of growth rate. The idea revolves...
Tom CatesOct 7, 20222 minThe F WordHow many of you have heard the “F-word” from your buyer? No, not the “F-word” you are thinking of! The F-word I am talking about is...
Tom CatesSep 30, 20223 minThe Importance of PerceptionWe all have a perception of a Ferrari— sleek, fast, or stylish— yet very few of us own one, driven one, or even sat in one. Somehow...
Tom CatesSep 23, 20222 minBuyers are Individuals, Not AveragesHow to Change the Average Throughout the last few weeks, we have discussed how essential retention rate is to your growth. Unfortunately,...
Tom CatesJul 24, 20203 minHOW CUSTOMER EXPERIENCE SURVEYS CAN IMPACT YOUR BUSINESSHow often do you receive requests to complete customer satisfaction surveys? Especially the type that poke into your consumer mind. It’s...
Tom CatesJul 24, 20203 minWhy Measuring Client Experience is ImportantHow we Measure Customer Experience True customer loyalty is not a vague or intangible emotion. It is a definable and manageable motivator...
Tom CatesJul 24, 20202 minNPS IS NOT ENOUGH TO MEASURE TODAY’S CUSTOMER EXPERIENCEHow Do We Measure Customer Experience For twenty years, businesses have benefited from conducting surveys with clients and customers to...