Thoughts & Ideas on Voice of the Customer programs
I had the opportunity to sit own with Andrew Marks from Success Hacker to talk all things Voice of the Customer (VoC). In this video we discuss innovative ideas to grow, expand, and gain more value from your VoC program. Enjoy!
Read MoreHow To Create Reason Codes For Your NPS® Program
This post by Keri Keeling first appeared on MindTouch’s blog as a guest blog article. It is reprinted on the Bluenose Blog with permission. I recently participated in a fantastic conversational webinar with Aaron Fulkerson of MindTouch where we discussed how to set up and scale a Net Promoter Score® program. During that discussion, we touched on setting up […]
Read MoreGetting Started With NPS® in 4 Easy Steps
Heard great things about Net Promoter Scores®? Not sure how to get started at your company? Read on for 4 easy steps to kick off your NPS® program.
Read MoreDetractors…Love ’em or Leave ’em?
Your Voice of the Customer (VoC) or Net Promoter Score ® (NPS) program will undoubtedly uncover detractors. Detractors are out there, hurting your business. The real question is what do you do about it?
Read More4 Customer Survey Types: When and Why to Use Each
There’s an ongoing debate around which customers to survey and how often to survey them. One side says to only survey every 6-12 months and only poll key individuals. The other side says to survey everyone and often! Is there even a side to choose? In fact, there are four types of customer surveys. I’d like […]
Read MoreDriving Response Rates from Surveys
Everyone loves collecting customer feedback through surveys, whether it’s Net Promoter® (NPS), Customer Satisfaction (CSAT) or otherwise.
Read MoreAre Net Promoter Score℠ Surveys Better Than Other Customer Surveys?
Your company wants to gather customer feedback. A discussion follows. Does this sound familiar? Software company: “Do our customers like us? Are they happy? Will they renew?” Me (as a new team member): “Well that all depends, where is all of our Voice of the Customer analysis? Do we have any?” Software company: “No. We […]
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