The Blog

Carlson Restaurants runs about 900 outlets including TGI Fridays, a saturated industry where loyalty is genuinely hard. Their CFO-level NPS lead sat down to walk through four hard-won insights from the rollout: the threshold below which the score doesn't matter, why consistency beats spikes, the grand unified theory, and the case for driving behaviour not the number.

Losing a big B2B deal is expensive, and it's also a teachable moment most sales teams skip. Win/loss interviews salvage real learning from the loss, but only if they're done as interviews not surveys, and by someone other than the rep who lost the deal. Here's the full process, with the rules that keep the interviews honest.

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.