In a recent piece published on this site, I posited that while Net Promoter Score (NPS) is a key component...
by Sue Duris
At the beginning of each new year, I look to key customer experience data for any evidence that the practice area...
by Sue Duris
There is a lot of talk about Net Promoter Score these days even though it isn’t a new concept. How...
by Sue Duris
Today is CXDay, a global celebration of the companies and professionals focused on creating great experiences for their customers. (To...
by Sue Duris
In her previous post, marketing strategist Sue Duris tackled how to conduct the pre-interview and interview phases of a Win/Loss Analysis. In this post, she explains what to do once you have your data.
by Sue Duris
Conducting win/loss analysis is one of the most cost-effective ways of generating the insights you need to increase revenue and grow your business. So why aren’t you doing it? Marketing strategist Sue Duris walks you through the process.
by Sue Duris
Retention marketing efforts don’t receive nearly the attention that customer acquisition efforts do. For many companies (especially SaaS companies reliant on renewals), that’s a big mistake that results in a lot of missed opportunities.
by Sue Duris