NPS is a key Voice of the Customer metric - just don't use it alone

Friday 28th September 2018

Most B2C and many B2B organisations use the Net Promoter Score (NPS®) as a metric to understand customer loyalty and as a key part of a Voice of the Customer programme.
NPS is a powerful metric, and it's popularity lies in it's...

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Voice of the Customer Best Practice

Thursday 12th July 2018

Bsquared specialises in helping B2B improve customer engagement and customer retention through the best use of Voice of the Customer. Here we share our views on VoC best practice. Customer driven change will enable organisations create...

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Knowing me, knowing you - driving sales through customer engagement

Monday 19th March 2018

At it's simplest, customer engagement is about you knowing your customer and your customer knowing you and having a long, happy and mutually beneficial partnership. It's a bit like a marriage really.

Companies that get this right, like Amazon,...

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B2B Customer Surveys - how to get it right

Wednesday 29th November 2017

Listening to your customers is a vital skill. That much is obvious.

Your current Voice of the Customer activities may be falling short of the mark and not giving you the insights you suspect are out there. Customer satisfaction surveys might not...

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Progress not perfection - striving for customer excellence

Friday 2nd June 2017

A recent Accenture survey showed over 90% of B2B companies plan to increase spending on customer experience; 78% of those questioned believe it provides competitive advantage.

B2B companies are increasingly aware of how vital great customer...

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Take some NPS, add some insight: a recipe for customer engagement success

Monday 16th January 2017

Is better customer engagement one of your resolutions for 2017?  If it is then what is the best recipe for success?

Improved customer experience, increased customer satisfaction and a better understanding of your customer's journey...

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The customer journey - why is it so important?

Thursday 27th October 2016

Company success and growth now more than ever hinges around how a company deals with it's customers.

Companies which thrive and survive will be those for whom the customer relationship sits at the very heart of business strategy. Every process...

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