The Blog

Three minutes after your first NPS survey closes, somebody senior will be pounding the desk for a report. The question is what to put in it beyond the score. This on-demand webinar covers small-sample handling, why score-focus backfires, reducing score-begging, and the nine elements every NPS report should include.

Using a customer's name during a transaction sounds like a corporate-training cliché. The data says it's worth nine percentage points of customer satisfaction. Here's the research, and why such a small personal touch outperforms most expensive service investments.

The quality-versus-quantity strategic debate is decades old and still doesn't have a one-size-fits-all answer. But there's one decision rule the winners all follow: pick a position and be ruthless about it. Wolters Kluwer's CX regional manager Janine Scott on why service innovation matters as much as product innovation, and how to choose between the two paths.

FAQ pages have been a website staple for thirty years, and they were always a compromise. Stale, contradictory, hard to scan, generic. Generative AI chat finally gives you a credible alternative. Here's why FAQs are now obsolete, and what to replace them with before they keep frustrating your customers.

Churning out blog posts isn't enough any more, Google rewards longer, deeper, well-planned content, and a serious content plan takes four to six months to show results. Here are the B2B content marketing tips that have worked for our clients: keyword discipline, pillar posts, the characteristics of Google-friendly content, and the do's and don'ts of downloadables.

When the feedback is rolling in and the initiatives are being rolled out, it's tempting to think the NPS program is operating well. Cox Automotive ran 100 initiatives in 18 months and still had room to lift. Here's the 121-item attribute list of what a high-performing Net Promoter program actually does, across buy-in, operations, initiatives, retention and growth.