When someone gives you a zero on NPS, they aren't just rating you, they're sending a message. The data backs it up: response rate and comment rate curves spike at zero across multiple companies in a remarkably consistent shape. Here's the analysis, why it matters for service recovery design, and the case for treating zeros as a separate workflow.
![What is a Good Net Promoter Score? [Video]](/_astro/what-is-a-good-nps-1.xIPs6BEZ.jpg)
What's a good NPS? The honest answer is short, frustrating, and the one most consultants won't tell you. Six minutes of video on why the question is the wrong one, and what to ask instead.
Untargeted cross-sell trains customers to ignore you. The next-logical-product approach picks the offer the customer is most likely to want next and times it well, and the conversion rate difference is dramatic. Here are four ways to determine the next logical product, from current-holdings analysis to lifecycle, life-stage and activity-based triggers.
Eight in ten businesses could lift campaign performance by improving the reports they get out of the call centre, and most don't, because they don't know what to ask for. Here are the nine call centre reports every marketing manager should be using, what each one answers, and where they unlock the biggest gains.
I take pretty much every customer satisfaction survey I'm sent, it's a useful way to see what works and what to avoid. This is the first in a deconstruction series: a real survey from a web-hosting company, what they got right, and where it quietly fell over. Names removed; the lessons aren't.
Most customer feedback programs launch with energy and quietly die between months 12 and 24. The six causes are predictable, lack of senior buy-in, no business linkage, siloed implementation, treating it as a project instead of a process, and each one is preventable if you spot it at the start. Here's the checklist.
