Once you have a customer, there are only three levers to lift their value, sales (cross-sell and upsell), loyalty (retention), and cost-to-serve. That's it. Every other tactic is a sub-case. Here's the three-strategy framework, the tactics that sit under each, and the case for picking one to attack hard rather than dabbling in all three.
It's tempting to use NPS to track staff performance, particularly when the business has grown beyond where the CEO can be everywhere. It's also a fast way to break the program. Here's why score-focused NPS produces score-begging instead of improvement, and what to focus on instead, including the surprising case for targeting response rate not NPS.
SurveyMonkey is the best-known online survey tool, used by everyone from solo consultants to multinationals. The brand recognition can make it look like a default choice, but the real question is whether its strengths fit what you actually need to do. Here's an honest review of what SurveyMonkey is, what it's good at, where users report friction, and where the cheaper or pricier alternatives win.
Most contact centres have a stable Quality & Assurance program, and don't use it to inform staffing. That's a missed lever. Here are seven resourcing tips that consistently move the dial, starting with using Q&A scores to identify your high-performers and propagate what they do across the team.
Customer loyalty programs need regular check-ups the same way an exotic sports car does, both are temperamental and both quietly stop running well long before they fail spectacularly. Here are five quick checks to run on your loyalty program now, from "is it still mechanically sound" to the one that matters most: is it still fun to be in?
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.
