Why Customer Satisfaction is Not Enough for B2B Sales
In B2B sales, focusing solely on customer satisfaction and using traditional measures to build stronger client relationships is a...
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The Customer Experience Blog
We are in the business of helping you connect your CX programs and practices (however you chose to refer to the work you're doing to make your customers successful), to revenue. Check out our blog to learn more and share your thoughts.
Tom Cates
- Jan 27
- 2 min
The Benefits of Benchmarking
Benchmarking is a tool that businesses use to compare a company’s performance against competitors or itself, with the ultimate goal being...
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Tom Cates
- Jan 20
- 3 min
The 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...
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Tom Cates
- Oct 7, 2022
- 2 min
The F Word
How 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...
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Tom Cates
- Sep 30, 2022
- 3 min
The Importance of Perception
We 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...
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Tom Cates
- Sep 23, 2022
- 2 min
Buyers are Individuals, Not Averages
How to Change the Average Throughout the last few weeks, we have discussed how essential retention rate is to your growth. Unfortunately,...
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Tom Cates
- Jul 24, 2020
- 3 min
HOW CUSTOMER EXPERIENCE SURVEYS CAN IMPACT YOUR BUSINESS
How often do you receive requests to complete customer satisfaction surveys? Especially the type that poke into your consumer mind. It’s...
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Tom Cates
- Jul 24, 2020
- 3 min
Why Measuring Client Experience is Important
How we Measure Customer Experience True customer loyalty is not a vague or intangible emotion. It is a definable and manageable motivator...
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Tom Cates
- Jul 24, 2020
- 2 min
NPS IS NOT ENOUGH TO MEASURE TODAY’S CUSTOMER EXPERIENCE
How Do We Measure Customer Experience For twenty years, businesses have benefited from conducting surveys with clients and customers to...
54 views0 comments
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