Twenty-five years in lead generation, and I still hate cold calling — and most prospects hate being cold-called. The good news is that B2B lead generation works fine without it, often better. Here's the playbook: referrals, public speaking, content, LinkedIn, all the warm channels that consistently convert at higher rates than the cold list, with the practical steps to set each one running.
Collecting customer feedback is the easy part. Turning it into product changes, retention wins and cost reductions is where most programs stall. Here's the long-form guide — methods, tools, step-by-step process, plus the pitfalls that quietly waste twenty years of customer feedback investment.
It's tempting to use NPS to track staff performance, particularly when the business has grown beyond where the CEO can be everywhere. It's also a fast way to break the program. Here's why score-focused NPS produces score-begging instead of improvement, and what to focus on instead, including the surprising case for targeting response rate not NPS.
SurveyMonkey is the best-known online survey tool, used by everyone from solo consultants to multinationals. The brand recognition can make it look like a default choice, but the real question is whether its strengths fit what you actually need to do. Here's an honest review of what SurveyMonkey is, what it's good at, where users report friction, and where the cheaper or pricier alternatives win.
Most contact centres have a stable Quality & Assurance program, and don't use it to inform staffing. That's a missed lever. Here are seven resourcing tips that consistently move the dial, starting with using Q&A scores to identify your high-performers and propagate what they do across the team.
Customer loyalty programs need regular check-ups the same way an exotic sports car does, both are temperamental and both quietly stop running well long before they fail spectacularly. Here are five quick checks to run on your loyalty program now, from "is it still mechanically sound" to the one that matters most: is it still fun to be in?
