The Blog

Manual transactional NPS programs survive about six months before someone gets bored of doing the data entry, and the program quietly dies. Automation isn't optional. Here's what automating NPS data collection actually requires: timely survey delivery, efficient reporting, in-depth analysis, and closed-loop service recovery, plus how to choose between general survey tools, in-house builds, dedicated NPS vendors, and CRM extensions.

Both your SaaS vendors told you integration would be easy because they "have an API", and then somehow it wasn't. Here's why APIs alone often fail to actually connect two systems, and how webhooks and data pumps quietly bridge the digital standoff. Written for non-technical users who keep getting handed the problem to solve.

For a niche industry segment, customer experience has a surprisingly deep podcast catalogue. Most of them aren't worth the commute. Here's the regularly-updated list of the most popular CX podcasts, ranked by Apple ratings and filtered to active production, so you can subscribe to the ones that earn their place.

Social media isn't a B2C-only game, even though that's the default assumption in most boardrooms. LinkedIn dominates B2B for obvious reasons, Facebook earns its place for less obvious ones. Here's a working comparison of the main social media platforms for B2B marketing, with the profile types, posting specs, ad capabilities and use cases that decide which deserves your time.

Pick the wrong CX metric and you'll spend years measuring something that doesn't move the business. Here's the three-layer framework, outcome, direct, driver, that ties customer experience back to revenue, and the one rule that stops it falling apart.

Employee NPS keeps showing up in annual reports — Vodafone, Atlas Copco, Holcim. But applying the customer-loyalty methodology to staff isn't a copy-paste job. Here's how eNPS works, where it adds value, and the engagement traps it can quietly create.