What is a ‘Good’ Employee Net Promoter Score? Last year, I wrote a blog post entitled What is a ‘Good’ B2B Net Promoter Score?. For some reason it turned out to be surprisingly popular. The blog still gets dozens of hits every week. I’m guessing that was because there’s a lot of nonsense posted on the […]
Many of our B2B customers struggle with the challenge of turning their sales people from mere order takers into true relationship managers. Or better still: into a ‘Trusted Advisor’. This is particularly true of companies who sell to large and complex clients. I’m talking here about situations where a large account generates annual revenues of […]
We run B2B customer assessments for large corporate clients in the Netherlands and elsewhere. Very often I get asked questions like this after we deliver the customer feedback to senior management: “OK, you’ve told us what our customers think of us, but what do we do about it now?” “Tell us what we do in […]
This is the topic of a talk I’m giving this week at a customer loyalty conference in Melbourne. It is in response to another talk entitled “Are you going to NPS me? No I’m not” in which Dr Dave Stewart of Marketing Decision Analysis will be presenting the case that Net Promoter is a deeply flawed concept. Dave will say that NPS […]
If you’re a typical B2B company, the chances are that you have good or excellent relationships with the majority of your clients. But you will also have clients where your relationship is not as strong. At Deep-Insight we help you understand these client relationships by segmenting them based on the strength of their relationship with […]