Beyond the Score: The Limitations of NPS for B2B Companies
We all know the statistics; it's 9-11 times more cost effective to sell to your existing customers as it is to gain new ones. But in...
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Kari Thor Runarsson
- Jan 30
- 2 min
The timing is never right...
Why You Shouldn't Wait to Get Started with a Voice of Customer Tool When it comes to improving customer experience and driving business...
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Kari Thor Runarsson
- Jan 16
- 2 min
Why B2B Customer Success is Key to Scale Up Your Business
It's more important than ever to ensure that your customers are happy and successful in the current competitive landscape. This is...
31 views
Kari Thor Runarsson
- Dec 16, 2022
- 4 min
Staying Ahead of the Curve: 2023 Customer Experience Trends to Explore
With all the reflective lists, charts and collections popping up to show us what we did (or missed) in 2022, we wanted to look forward...
51 views
Kari Thor Runarsson
- Jan 24, 2022
- 3 min
The Danger of Listening to a Minority of Your Clients (as you typically do with NPS)
An Industry Highly Critical of Net Promoter Score (NPS) in B2B There are several standardized customer satisfaction solutions such as...
129 views
Kari Thor Runarsson
- Jan 21, 2022
- 3 min
Why NPS (Net Promoter Score) is a useless metric
The most commonly used customer feedback method today is called Net Promoter Score (NPS). This methodology was introduced in 1993 (not...
244 views
Kari Thor Runarsson
- Jan 20, 2022
- 3 min
The Importance of Customer Satisfaction
Customer satisfaction is nothing new The earliest documented written customer complaint dates back to around 1750 BC and was written on a...
136 views
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