The Blog

Zip Water UK lifted NPS from +2 to +73 in three years, without making NPS a KPI or linking it to bonuses. They drove the change through CX culture and relentless root-cause analysis instead. Here's exactly what their CX lead and managing director did, in reproducible steps, with the trend chart to back it up.

94% of people say an online review has convinced them to avoid a business, and Google, Facebook and Yelp keep pushing review volume up. Your customer feedback program can quietly do the heavy lifting on both sides of that ledger. Here's how to use transactional surveys to suppress bad reviews and steer happy customers to leave good ones.

Your dashboard says NPS is up 15 points week-on-week. Email's already drafted. Then you stop, was that real, or just sampling noise? Take credit for the rise this week and you'll be taking blame for the drop next week. Here's how to tell whether NPS has really changed, with a downloadable spreadsheet to check for yourself.

B2B marketing automation can quietly become so complex that nobody knows what messages a customer actually receives, a major insurance client of ours had to create a dummy customer just to find out. Here's how to choose a B2B marketing automation platform you can actually manage long-term, with the five top contenders (HubSpot, Marketo, Pardot, ActiveCampaign, Eloqua) compared honestly.

Marketing automation is one of the great efficiency multipliers, and one of the great time-wasters when set up badly. After 20 years and six different platforms, here are nine best practices that survive a platform change: start with the journey map, automate processes not campaigns, build over time, test relentlessly, and keep the system count down even if it means compromising on features.

After 15 years of running customer feedback programs, we wanted to move past anecdote and see which attributes statistically predict success. So we surveyed 80 practitioners and ran the analysis. Here are the six drivers and seven key takeaways that came out, including the engagement and reporting moves that consistently separate the programs that stick from the ones that quietly stall.