Genroe is a B2B Customer Experience, Customer Feedback and Net Promoter Score consultancy based in Sydney, Australia.https://www.genroe.comhttps://www.genroe.com/blog/the-perfect-net-promoter-survey-design/9004https://www.genroe.com/blog/the-perfect-net-promoter-survey-design/9004One NPS question tells you the what but not the why. A good NPS survey adds a follow-up and driver questions, and weights B2B scores by account value.Tue, 07 Feb 2023 07:48:07 GMThttps://www.genroe.com/blog/net-promoter-score-success-stories-and-case-studies/984https://www.genroe.com/blog/net-promoter-score-success-stories-and-case-studies/984NPS Case studies and demonstrated links to business value (revenue, profit, cost, customer retention) for a wide of B2B and B2C businesses.Tue, 23 Jan 2024 06:53:44 GMThttps://www.genroe.com/blog/acceptable-survey-response-rate-2/11504https://www.genroe.com/blog/acceptable-survey-response-rate-2/11504The question is not what response rate is good, it is whether you have enough responses to draw a conclusion. How to work out the number your survey needs.Wed, 08 Feb 2023 09:19:02 GMThttps://www.genroe.com/blog/increase-survey-response-rate/11244https://www.genroe.com/blog/increase-survey-response-rate/11244We examine everything you need to know to maximise the response rate for your next customer survey.Thu, 20 Jun 2024 03:59:56 GMThttps://www.genroe.com/blog/net-promoter-score-faq/15058https://www.genroe.com/blog/net-promoter-score-faq/15058Businesses and their staff have plenty of questions about NPS and in this post we answer the most common and perplexing.Mon, 24 Jan 2022 08:58:59 GMThttps://www.genroe.com/blog/should-you-hire-an-nps-consultant-or-do-it-in-househttps://www.genroe.com/blog/should-you-hire-an-nps-consultant-or-do-it-in-houseRun NPS in-house when the programme already works. Hire a consultant to launch one: a failed first attempt makes the second attempt much harder.Wed, 23 Sep 2026 00:00:00 GMThttps://www.genroe.com/blog/customergauge-vs-qualtrics-b2bhttps://www.genroe.com/blog/customergauge-vs-qualtrics-b2bCustomerGauge is built for B2B operations teams and is account, not response, centric. Qualtrics is built for researchers and analysts. How to choose.Wed, 23 Sep 2026 00:00:00 GMThttps://www.genroe.com/blog/zero-is-a-special-net-promoter-number/7935https://www.genroe.com/blog/zero-is-a-special-net-promoter-number/7935A zero on an NPS® survey is more than a detractor. Data from four organisations shows zeros are engaged customers you can still win back.Tue, 24 Jul 2018 00:56:41 GMThttps://www.genroe.com/blog/how-to-choose-a-net-promoter-score-consultanthttps://www.genroe.com/blog/how-to-choose-a-net-promoter-score-consultantPick a Net Promoter Score consultant by the job you need done, not the brand. Six questions to ask before you sign, and the red flags to walk away from.Tue, 22 Sep 2026 00:00:00 GMThttps://www.genroe.com/blog/nps-is-not-about-the-score/10035https://www.genroe.com/blog/nps-is-not-about-the-score/10035Tying NPS to individual staff targets causes score begging, not improvement. The fix: target response rate, not the score, and report on what actually changed.Tue, 24 Mar 2015 03:56:07 GMThttps://www.genroe.com/blog/case-study-beating-the-market-with-customer-satisfaction/8395https://www.genroe.com/blog/case-study-beating-the-market-with-customer-satisfaction/8395University of Michigan business professor Claes Fornell and colleagues showed the relationship between customer satisfaction and financial success.Sat, 03 Mar 2012 00:41:47 GMThttps://www.genroe.com/blog/dont-waste-your-time-on-external-net-promoter-benchmarks/8217https://www.genroe.com/blog/dont-waste-your-time-on-external-net-promoter-benchmarks/8217Published NPS® benchmarks are rarely comparable to you, because of how the numbers were collected. How to test one, and the two approaches that work instead.Wed, 12 Feb 2025 08:48:21 GMThttps://www.genroe.com/blog/net-promoter-score-advantages-and-disadvantages/15087https://www.genroe.com/blog/net-promoter-score-advantages-and-disadvantages/15087Seven genuine strengths of Net Promoter Score® and five real weaknesses, with the trade-offs that decide whether the methodology suits your business.Thu, 10 Feb 2022 09:49:28 GMThttps://www.genroe.com/blog/net-promoter-score-research-the-for-and-against-list/779https://www.genroe.com/blog/net-promoter-score-research-the-for-and-against-list/779Both sides of the NPS® argument cite the half of the record that suits them. The full reading list of primary research, for and against, kept up to date.Tue, 07 Mar 2023 08:36:55 GMThttps://www.genroe.com/blog/new-insights-net-promoter-score-vs-customer-satisfaction/659https://www.genroe.com/blog/new-insights-net-promoter-score-vs-customer-satisfaction/659Customer satisfaction is older than NPS® and a weaker predictor of loyalty. What each metric measures, and which to choose when you can only run one survey.Mon, 28 Jun 2021 23:33:00 GMThttps://www.genroe.com/blog/what-is-your-return-on-customer-investment/6286https://www.genroe.com/blog/what-is-your-return-on-customer-investment/6286CEOs like profitability numbers. So if you can't convert your project or proposal into numbers your chances of having it approved are slim to none.Wed, 26 Sep 2012 03:57:05 GMThttps://www.genroe.com/blog/why-should-i-choose-nps-over-customer-satisfaction-or-customer-effort-score/7626https://www.genroe.com/blog/why-should-i-choose-nps-over-customer-satisfaction-or-customer-effort-score/7626In the search for the perfect customer feedback metric there is an ongoing arms race but which customer feedback metric is the best?Fri, 29 Nov 2019 23:19:09 GMThttps://www.genroe.com/blog/calculate-net-promoter-score-in-excel/11527https://www.genroe.com/blog/calculate-net-promoter-score-in-excel/11527Step-by-step guide to calculate Net Promoter Score® in Excel and Google Sheets using COUNTIF, with a free downloadable tool.Tue, 15 Oct 2024 01:15:06 GMThttps://www.genroe.com/blog/why-net-promoter-score-important/15072https://www.genroe.com/blog/why-net-promoter-score-important/15072High-NPS companies grow revenue faster, keep more customers and outperform peers on shareholder returns. Nine evidence-backed reasons NPS is worth implementing.Fri, 28 Jan 2022 07:03:56 GMThttps://www.genroe.com/blog/pros-and-cons-of-surveys/11471https://www.genroe.com/blog/pros-and-cons-of-surveys/11471Surveys are cheap and scalable, but sampling bias, fatigue and now AI-generated fake responses can invisibly wreck the data. Here's how to design around it.Thu, 14 Mar 2024 00:34:03 GMThttps://www.genroe.com/blog/net-promoter-best-practice-tips/9927https://www.genroe.com/blog/net-promoter-best-practice-tips/9927Net Promoter® best practices from industry experts: practical tips you can apply to NPS®, Voice of the Customer and customer feedback programmes.Mon, 22 Oct 2018 03:17:21 GMThttps://www.genroe.com/blog/cfo-correlation-between-nps-and-growth/15582https://www.genroe.com/blog/cfo-correlation-between-nps-and-growth/15582Empirical evidence showcasing the impact of enhanced customer experience on retention rate and revenue, as shared by Wolters Kluwer Asia Pacific.Tue, 17 Oct 2023 01:54:02 GMThttps://www.genroe.com/blog/maintenance-teams-customer-experience-metricshttps://www.genroe.com/blog/maintenance-teams-customer-experience-metricsIn asset-heavy industries the maintenance crew is the customer experience. The four metrics they should own, and how to get the feedback in front of them.Thu, 27 Aug 2026 00:00:00 GMThttps://www.genroe.com/blog/social-media-statistics-australia/13492https://www.genroe.com/blog/social-media-statistics-australia/13492Australian social media statistics from across a wide variety of sources, updated for 2026, with analysis and recommendations.Mon, 19 Aug 2024 09:21:48 GMThttps://www.genroe.com/blog/7-steps-to-best-practice-net-promoter-score-implementation/1392https://www.genroe.com/blog/7-steps-to-best-practice-net-promoter-score-implementation/1392Implementing a Net Promoter Score process in your organisation can drive powerful business results. Here's how to do it right the first time.Mon, 24 May 2021 22:44:00 GMThttps://www.genroe.com/blog/how-to-calculate-margin-of-error-and-other-stats-for-nps/5994https://www.genroe.com/blog/how-to-calculate-margin-of-error-and-other-stats-for-nps/5994Just because your survey score has gone down, or up, doesn’t mean that there has actually been a change in the overall business Net Promoter ScoreTue, 15 Oct 2024 04:07:31 GMThttps://www.genroe.com/blog/double-barrelled-questions/15411https://www.genroe.com/blog/double-barrelled-questions/15411Double barrelled questions silently bias your survey results. Examples of how to spot them, plus the rewrite patterns to fix them fast.Mon, 14 Nov 2022 03:48:50 GMThttps://www.genroe.com/blog/what-to-look-for-when-you-buy-net-promoter-software/6892https://www.genroe.com/blog/what-to-look-for-when-you-buy-net-promoter-software/6892The mandatory-versus-recommended NPS software checklist, plus the B2B account-level feature most buyer's guides miss entirely.Tue, 22 Jan 2013 22:17:47 GMThttps://www.genroe.com/blog/net-promoter-score-software/15662https://www.genroe.com/blog/net-promoter-score-software/15662Unlock the power of customer loyalty with this ultimate guide to choosing the right NPS software for your business, whatever its size.Tue, 12 Mar 2024 07:18:10 GMThttps://www.genroe.com/blog/customer-success-manager/15146https://www.genroe.com/blog/customer-success-manager/15146More organisations are employing Customer Success Managers. Learn what CSM’s do, why they are important and the KPIs they use.Wed, 23 Mar 2022 08:59:37 GMThttps://www.genroe.com/blog/net-promoter-business-case/11089https://www.genroe.com/blog/net-promoter-business-case/11089Management buy-in is the most common NPS® roadblock. How to quantify sales lift, retention and cost to serve into a business case that survives CFO scrutiny.Tue, 01 Dec 2015 23:00:09 GMThttps://www.genroe.com/blog/net-promoter-score-targets/11517https://www.genroe.com/blog/net-promoter-score-targets/11517The generic advice says set SMART NPS targets and tie them to pay. After 20+ years we disagree. Why NPS targets backfire, and what to measure instead.Sat, 08 Sep 2018 22:45:10 GMThttps://www.genroe.com/blog/6-ways-you-can-use-service-to-increase-sales-and-lower-costs-in-your-contact-centre/7737https://www.genroe.com/blog/6-ways-you-can-use-service-to-increase-sales-and-lower-costs-in-your-contact-centre/7737Good service is one of the cheapest sales channels a contact centre has. Six ways to lift sales and cut cost at the same time, without adding headcount.Tue, 30 Jul 2013 02:36:47 GMThttps://www.genroe.com/blog/11-proven-approaches-to-customer-feedback-employee-engagement/10791https://www.genroe.com/blog/11-proven-approaches-to-customer-feedback-employee-engagement/10791Practical approaches to driving employee engagement with the Net Promoter and customer feedback process at your organisation.Fri, 26 Jun 2015 00:43:15 GMThttps://www.genroe.com/blog/using-customer-journey-mapping-to-fix-customer-pain-points/15340https://www.genroe.com/blog/using-customer-journey-mapping-to-fix-customer-pain-points/15340A journey map on a wiki page earns nothing. How to use one to find and remove pain points: transactional feedback, complaints, and walking it as a customer.Fri, 07 Oct 2022 08:12:00 GMThttps://www.genroe.com/blog/b2b-social-media/12214https://www.genroe.com/blog/b2b-social-media/12214Social media for B2Bs can be logical, well-structured and effective when you put your time and effort into the platforms best suited to your business.Fri, 28 Sep 2018 06:53:32 GMThttps://www.genroe.com/blog/lead-prospecting/11858https://www.genroe.com/blog/lead-prospecting/11858This practical post looks at 7 lead prospecting types all business can use and 3 best practices to maximise the number of leads you convert.Tue, 11 Feb 2025 06:31:41 GMThttps://www.genroe.com/blog/customer-experience-metrics/15678https://www.genroe.com/blog/customer-experience-metrics/15678The eight customer experience metrics that actually matter for B2B teams: how to measure each, what good looks like, and which ones to ignore.Thu, 14 Mar 2024 00:01:11 GMThttps://www.genroe.com/blog/cybercx-cx-case-study/15522https://www.genroe.com/blog/cybercx-cx-case-study/15522Case study: how CyberCX built a CX program that lifted NPS® and drove growth across a fast-scaling cyber services business.Tue, 27 Jun 2023 06:10:16 GMThttps://www.genroe.com/blog/advocacy-marketing/15097https://www.genroe.com/blog/advocacy-marketing/15097What advocacy marketing is, how it benefits your business, and how to use different advocate marketing techniques.Tue, 15 Feb 2022 02:37:57 GMThttps://www.genroe.com/blog/b2b-email-marketing/12257https://www.genroe.com/blog/b2b-email-marketing/12257Marketing experts know these 13 things that make email marketing campaigns a success. Discover these secrets from CTA's, to CTR's, open rates and more.Tue, 11 Feb 2025 07:08:51 GMThttps://www.genroe.com/blog/paid-media-vs-earned-owned-media/12501https://www.genroe.com/blog/paid-media-vs-earned-owned-media/12501Paid Media, Earned Media and Owned media are the three key ways to get marketing messages distributed. We review each of type, their pros and cons.Mon, 13 Jan 2025 08:46:27 GMThttps://www.genroe.com/blog/best-practice-organisational-structure-to-deliver-customer-experience-management/908https://www.genroe.com/blog/best-practice-organisational-structure-to-deliver-customer-experience-management/908Best practices for building a high-performing customer experience (CX) team: Insights from top CX leaders.Fri, 10 Jan 2025 04:29:29 GMThttps://www.genroe.com/blog/customer-churn-prediction/14714https://www.genroe.com/blog/customer-churn-prediction/14714Examining customer churn prediction: what it is, why it's important and how to go about it for both B2B and B2C companiesMon, 20 Mar 2023 01:19:08 GMThttps://www.genroe.com/blog/generating-higher-profits-by-managing-customers-as-financial-assets/7158https://www.genroe.com/blog/generating-higher-profits-by-managing-customers-as-financial-assets/7158“Your customer is your most powerful asset”, yet, how many organisations actually manage and monitor their customers as a financial asset?Wed, 18 Dec 2024 01:55:06 GMThttps://www.genroe.com/blog/cross-selling-the-why-and-how-for-successful-companies/158https://www.genroe.com/blog/cross-selling-the-why-and-how-for-successful-companies/158Sell more to existing customers: How and Why you should be focusing more efforts in this area and how you can improve your success rate.Wed, 23 Oct 2024 04:18:47 GMThttps://www.genroe.com/blog/here-are-the-most-effective-customer-feedback-survey-incentives/8752https://www.genroe.com/blog/here-are-the-most-effective-customer-feedback-survey-incentives/8752Here are the most effective customer feedback survey incentives and when you should use them for maximum ROIMon, 21 Oct 2024 08:48:21 GMThttps://www.genroe.com/blog/driving-customer-experiences-to-improve-loyalty/217https://www.genroe.com/blog/driving-customer-experiences-to-improve-loyalty/217When trying to drive improvements in your customer experience, understanding what drives change in the customer’s perception of their experience is keyThu, 07 Jan 2010 18:33:34 GMThttps://www.genroe.com/blog/journey-mapping-software/11058https://www.genroe.com/blog/journey-mapping-software/11058Comparison and review of the customer journey map software tools you can use to document and manage your customer journeyWed, 30 Oct 2024 05:46:14 GMThttps://www.genroe.com/blog/what-is-a-lead-prospect-opportunity/12136https://www.genroe.com/blog/what-is-a-lead-prospect-opportunity/12136Lead, MQL, SQL, prospect, opportunity: the definitions overlap and every alignment meeting pays for it. A six stage B2B sales model both teams can agree to use.Wed, 30 Oct 2024 00:03:19 GMThttps://www.genroe.com/blog/best-survey-tool-small-business/11274https://www.genroe.com/blog/best-survey-tool-small-business/11274When you decide to get serious about understanding what your customers think, these are the best small business customer feedback tools.Tue, 15 Oct 2024 01:47:09 GMThttps://www.genroe.com/blog/linkedin-b2b-lead-generation/14235https://www.genroe.com/blog/linkedin-b2b-lead-generation/14235Breaking down the best way to create a scalable B2B lead generation process using LinkedIn. Includes two real case studies.Tue, 15 Oct 2024 01:13:38 GMThttps://www.genroe.com/blog/automating-transaction-net-promoter-score-collection/586https://www.genroe.com/blog/automating-transaction-net-promoter-score-collection/586Implementing a system to automate data collection and reporting for Net Promoter Score data is an important step in using the NPS Process.Mon, 05 Aug 2024 06:20:27 GMThttps://www.genroe.com/blog/when-apis-dont-talk/15794https://www.genroe.com/blog/when-apis-dont-talk/15794Two systems can both have an API and still not talk, because neither starts the conversation. How webhooks and data pumps bridge that gap, in plain language.Wed, 21 Aug 2024 03:23:39 GMThttps://www.genroe.com/blog/top-customer-experience-podcasts/14649https://www.genroe.com/blog/top-customer-experience-podcasts/14649The most popular Customer Experience (CX) podcasts in active, regular production, with their focus, key presenters and durations.Mon, 12 Aug 2024 00:51:15 GMThttps://www.genroe.com/blog/social-media-platforms-for-b2b/13170https://www.genroe.com/blog/social-media-platforms-for-b2b/13170Optimise the use of the best social media platforms for B2B marketing with accurate content criteria, dimensions and the right kinds of ads.Wed, 21 Feb 2024 01:44:04 GMThttps://www.genroe.com/blog/customer-experience-measurement/15139https://www.genroe.com/blog/customer-experience-measurement/15139Creating an effective customer experience measurement framework is essential. We review the right CX metrics to use in your business.Mon, 15 Jul 2024 07:19:19 GMThttps://www.genroe.com/blog/employee-nps/872https://www.genroe.com/blog/employee-nps/872Employee NPS® (eNPS®) measures engagement using the same simple question as customer NPS. What it is, how to run it, and how to act on the score.Fri, 05 Jul 2024 03:15:21 GMThttps://www.genroe.com/blog/customer-pain-points/15557https://www.genroe.com/blog/customer-pain-points/15557Customer pain points come in four types: physical, financial, productivity and process. How to find each one in survey, support and sales data, and then fix it.Thu, 04 Jul 2024 01:39:17 GMThttps://www.genroe.com/blog/net-promoter-score-healthcare/15660https://www.genroe.com/blog/net-promoter-score-healthcare/15660Transform healthcare with NPS insights: Engage patients, optimize care, and boost loyalty. Your guide to patient-centric excellence.Fri, 08 Mar 2024 04:17:44 GMThttps://www.genroe.com/blog/bank-customer-retention-strategies/2461https://www.genroe.com/blog/bank-customer-retention-strategies/2461Banks hold more customer data than almost any industry and still lose customers they could keep. Retention tactics matched to each stage of the banking journey.Fri, 21 Jun 2024 01:02:05 GMThttps://www.genroe.com/blog/which-map-is-that-selecting-the-right-customer-journey-map/11043https://www.genroe.com/blog/which-map-is-that-selecting-the-right-customer-journey-map/11043What are Customer Journey Maps, User Journey Maps, User Flows and Buyer Journeys, where and how you should use different customer journey maps.Thu, 13 Jun 2024 08:42:02 GMThttps://www.genroe.com/blog/tofu-mofu-bofu/12448https://www.genroe.com/blog/tofu-mofu-bofu/12448All you need to know about ToFu, MoFu and BoFu with clever tips from B2B marketing experts on getting leads through the marketing funnelWed, 05 Jun 2024 08:10:54 GMThttps://www.genroe.com/blog/loyalty-service-attributes/11279https://www.genroe.com/blog/loyalty-service-attributes/11279We are sharing the three service attributes that consistently drive 80% (or more) of customer loyalty across a range of businesses.Thu, 09 May 2024 01:16:28 GMThttps://www.genroe.com/blog/landing-page-vs-homepage/12544https://www.genroe.com/blog/landing-page-vs-homepage/12544The key differences between landing pages and homepages. Learn when to use each one to drive conversions and achieve your business goals.Wed, 24 Apr 2024 04:17:07 GMThttps://www.genroe.com/blog/linkedin-vs-facebook-b2b-marketing/14334https://www.genroe.com/blog/linkedin-vs-facebook-b2b-marketing/14334Covering the different B2B marketing social media Use Cases for Facebook and LinkedIn and which platform is best for each application.Fri, 19 Apr 2024 02:03:57 GMThttps://www.genroe.com/blog/how-to-set-net-promoter-targets-for-your-organisation-and-staff/1745https://www.genroe.com/blog/how-to-set-net-promoter-targets-for-your-organisation-and-staff/1745A practical approach to setting Net Promoter Score® targets at both staff and company levels, the math, the gotchas, and how to land buy-in.Fri, 19 Apr 2024 01:52:39 GMThttps://www.genroe.com/blog/the-5-phases-of-customer-feedback-failure/7273https://www.genroe.com/blog/the-5-phases-of-customer-feedback-failure/7273The phases of customer feedback program failure are similar for most organisations. Let's track through what happens.Fri, 12 Apr 2024 00:25:43 GMThttps://www.genroe.com/blog/the-only-3-strategies-that-increase-customer-value/1787https://www.genroe.com/blog/the-only-3-strategies-that-increase-customer-value/1787The best ways to develop strategies to increase customer value: these are the only three strategies that impact customer value.Mon, 24 Feb 2020 22:16:00 GMThttps://www.genroe.com/blog/b2b-guide-lead-generation-without-cold-calling/11979https://www.genroe.com/blog/b2b-guide-lead-generation-without-cold-calling/11979Practical B2B lead generation methods that don't rely on cold calling: the channels, pros and cons, and what works for technical B2B teams.Thu, 30 Apr 2020 23:36:00 GMThttps://www.genroe.com/blog/customer-feedback-analysis/15710https://www.genroe.com/blog/customer-feedback-analysis/15710Customer feedback analysis turns survey noise into action. Here are the strategies, tools and frameworks B2B teams use to close the loop and lift NPS®.Fri, 22 Mar 2024 04:31:15 GMThttps://www.genroe.com/blog/what-is-surveymonkey/7979https://www.genroe.com/blog/what-is-surveymonkey/7979SurveyMonkey is online survey software that helps you to create and run professional online surveys. It is a powerful and a well known application.Sun, 12 May 2013 23:19:51 GMThttps://www.genroe.com/blog/7-great-tips-for-call-centre-resourcing/7745https://www.genroe.com/blog/7-great-tips-for-call-centre-resourcing/7745Tried and tested to provide real solutions to real problems for Contact Centres resourcing needs.Tue, 30 Jul 2013 02:36:39 GMThttps://www.genroe.com/blog/customer-loyalty-programs-5-items-for-your-next-grease-and-oil-change/1254https://www.genroe.com/blog/customer-loyalty-programs-5-items-for-your-next-grease-and-oil-change/1254Customer Loyalty Programs need regular check-ups to make sure they are still achieving their objectives.Thu, 18 Aug 2011 23:54:15 GMThttps://www.genroe.com/blog/what-is-a-good-net-promoter-score-video/7996https://www.genroe.com/blog/what-is-a-good-net-promoter-score-video/7996This is a commonly asked question I get from many different organisations. So what exactly is a good Net Promoter Score?Sun, 14 Feb 2016 23:47:25 GMThttps://www.genroe.com/blog/using-next-logical-product-to-maximise-cross-sell/459https://www.genroe.com/blog/using-next-logical-product-to-maximise-cross-sell/459Cross sell is a good way to increase their overall share of the customer’s wallet and customer retention. Why not try the next logical product approach.Mon, 24 May 2010 12:36:17 GMThttps://www.genroe.com/blog/the-9-call-centre-reports-every-marketing-manager-must-have/7728https://www.genroe.com/blog/the-9-call-centre-reports-every-marketing-manager-must-have/7728Unlock the power of call centre reporting and analysis to improve your marketing. 80% of businesses can benefit from better Call Centre Reports.Mon, 16 Jan 2023 08:00:06 GMThttps://www.genroe.com/blog/surveys-for-customer-satisfaction-do-you-make-these-mistakes/883https://www.genroe.com/blog/surveys-for-customer-satisfaction-do-you-make-these-mistakes/883A real customer satisfaction survey, pulled apart question by question. What the company got right, and the mistakes that quietly cost it the useful answers.Sun, 10 Apr 2011 16:18:50 GMThttps://www.genroe.com/blog/six-issues-that-will-cause-your-customer-feedback-process-to-fail-long-term/976https://www.genroe.com/blog/six-issues-that-will-cause-your-customer-feedback-process-to-fail-long-term/976If you want it to succeed long term, you need to make sure that you overcome all six of these reasons that customer feedback processes fail long term.Sun, 01 May 2011 12:15:29 GMThttps://www.genroe.com/blog/service-recovery-guide/11189https://www.genroe.com/blog/service-recovery-guide/11189Service recovery is something that you know you should do. Here is the latest information best practices for your business.Fri, 15 Nov 2019 04:45:08 GMThttps://www.genroe.com/blog/service-recovery-design/7956https://www.genroe.com/blog/service-recovery-design/7956Designing the service recovery process that is driven by your customer feedback responses and how to make it successful in your business.Sun, 13 Nov 2016 23:14:23 GMThttps://www.genroe.com/blog/new-research-involving-all-staff-in-the-customer-feedback-process/7674https://www.genroe.com/blog/new-research-involving-all-staff-in-the-customer-feedback-process/7674Engage all staff in the customer feedback process is important. Our new research The 9 Secrets of Successful Customer Feedback and Action Programs backs this upTue, 17 Sep 2013 01:41:55 GMThttps://www.genroe.com/blog/loyalty-programs-making-sure-you-invest-in-only-the-right-customers/306https://www.genroe.com/blog/loyalty-programs-making-sure-you-invest-in-only-the-right-customers/306Loyalty programs: the mantra needs to be; "Loyalty programs are the price you pay for rich customer data, you make money from the careful use of that data."Thu, 25 Feb 2010 10:04:06 GMThttps://www.genroe.com/blog/how-to-overcome-customer-feedback-defensiveness-in-the-executive-suite/7057https://www.genroe.com/blog/how-to-overcome-customer-feedback-defensiveness-in-the-executive-suite/7057So long as senior management do not own negative customer feedback, change will be nearly impossible. Here are 4 approaches to overcome their defensiveness.Mon, 11 Nov 2019 01:22:38 GMThttps://www.genroe.com/blog/how-many-attempts-should-you-make-in-telemarketing-campaigns/197https://www.genroe.com/blog/how-many-attempts-should-you-make-in-telemarketing-campaigns/197It can take 8 to 12 calls to reach a B2B prospect and most callers stop at three. What to check in your own data before you commit a team to twelve attempts.Thu, 17 Dec 2009 08:54:17 GMThttps://www.genroe.com/blog/customer-feedback-is-worthless-without-the-right-analysis/7086https://www.genroe.com/blog/customer-feedback-is-worthless-without-the-right-analysis/7086Here are the 5 key elements you need to examine when analysing the data from your customer feedback surveys.Tue, 12 Mar 2013 01:28:34 GMThttps://www.genroe.com/blog/are-these-the-worst-real-customer-survey-questions-youve-seen/8360https://www.genroe.com/blog/are-these-the-worst-real-customer-survey-questions-youve-seen/8360We cover the most common and worst types of customer survey questions and how to avoid making the same mistakes in your surveys.Wed, 12 Jun 2019 01:28:35 GMThttps://www.genroe.com/blog/3-practical-customer-retention-approaches-you-can-start-today/798https://www.genroe.com/blog/3-practical-customer-retention-approaches-you-can-start-today/798The fastest, cheapest and lowest risk way of protecting their business is not finding new customers, but nurturing existing customers. Here are 3 fast ways.Sun, 07 Nov 2010 12:07:44 GMThttps://www.genroe.com/blog/how-to-match-customer-retention-initiatives-with-the-customer-lifecycle/801https://www.genroe.com/blog/how-to-match-customer-retention-initiatives-with-the-customer-lifecycle/801The right customer retention initiative depends on where the customer sits in the lifecycle. The framework, with examples and ROI guidance.Tue, 02 Nov 2010 11:55:14 GMThttps://www.genroe.com/blog/the-6-road-blocks-to-trigger-based-marketing-and-how-to-avoid-them/1211https://www.genroe.com/blog/the-6-road-blocks-to-trigger-based-marketing-and-how-to-avoid-them/1211The path to successful Trigger Based Marketing often seem to be strewn with road blocks but is it? In this post I demolish the six most often cited of them.Tue, 09 Aug 2011 23:51:09 GMThttps://www.genroe.com/blog/customer-survey-questions/12419https://www.genroe.com/blog/customer-survey-questions/12419This is how customer survey consultants put together surveys. We show you the customer survey questions you need and include a free 149 question playbook.Mon, 11 Feb 2019 02:43:06 GMThttps://www.genroe.com/blog/lead-nurture/11867https://www.genroe.com/blog/lead-nurture/11867The lead nurture process drives sales, revenue and sales team efficiency. In this post we examine the fundamentals of success.Mon, 27 Nov 2017 05:34:17 GMThttps://www.genroe.com/blog/the-4-drivers-of-customer-retention/1869https://www.genroe.com/blog/the-4-drivers-of-customer-retention/1869Many companies would like to improve their customer retention but are unsure how to make the changes in their business to improve this important profit lever.Thu, 03 May 2012 00:46:55 GMThttps://www.genroe.com/blog/cro-conversion-rate-optimisation/14186https://www.genroe.com/blog/cro-conversion-rate-optimisation/14186Not every conversion rate optimisation tactic earns its place, and the wrong ones waste months. What works before the conversion, and what to do straight after.Thu, 14 May 2020 23:33:25 GMThttps://www.genroe.com/blog/customer-charters-good-or-bad-for-customer-satisfaction/556https://www.genroe.com/blog/customer-charters-good-or-bad-for-customer-satisfaction/556I have always argued for the "let customers find out over time" approach. Customer satisfaction is not an absolute but a combination of expectation & delivery.Wed, 16 Jun 2010 13:48:25 GMThttps://www.genroe.com/blog/voice-of-the-customer-program/15158https://www.genroe.com/blog/voice-of-the-customer-program/15158Launching and running a VoC program; including the 5 Steps to launch it, the best VoC metrics to use and overall best practices.Thu, 31 Mar 2022 07:37:01 GMThttps://www.genroe.com/blog/customer-effort-score-vs-nps/10142https://www.genroe.com/blog/customer-effort-score-vs-nps/10142New research sheds light on which is the best customer metric: Net Promoter or Customer Effort Score or Customer Satisfaction or some other new fad metric?Tue, 17 Sep 2019 00:35:10 GMThttps://www.genroe.com/blog/9-ways-contact-centres-can-help-retain-customers/241https://www.genroe.com/blog/9-ways-contact-centres-can-help-retain-customers/241The contact centre gets treated as a cost line when it is one of the strongest retention levers you have. Nine things agents can do on a call to stop churn.Thu, 21 Nov 2019 15:04:38 GMThttps://www.genroe.com/blog/the-5-critical-factors-for-interactive-marketing-success/1201https://www.genroe.com/blog/the-5-critical-factors-for-interactive-marketing-success/1201Recent advances in software bring intractive marketing within the reach of most organisations. Here are 7 key sucess factors.Mon, 02 Nov 2020 12:45:42 GMThttps://www.genroe.com/blog/b2b-marketing-blog/12599https://www.genroe.com/blog/b2b-marketing-blog/12599These great B2B marketing blogs provide actionable and results-driven tactics and strategies - most marketers will learn from them.Mon, 09 Jan 2023 17:23:00 GMThttps://www.genroe.com/blog/hubspot-crm-vs-zoho-crm/12007https://www.genroe.com/blog/hubspot-crm-vs-zoho-crm/12007HubSpot CRM and Zoho CRM are both good products. But at the free level HubSpot CRM has the edge over Zoho in a few key areas.Mon, 31 Oct 2022 14:13:00 GMThttps://www.genroe.com/blog/b2b-ai-chat/15566https://www.genroe.com/blog/b2b-ai-chat/15566Practical AI chat use cases for B2B customer experience:  the ones you can launch this quarter, with the integration patterns and pitfalls.Tue, 10 Oct 2023 03:01:27 GMThttps://www.genroe.com/blog/nps-segmentation-analysis/15649https://www.genroe.com/blog/nps-segmentation-analysis/15649How to segment NPS feedback for more granular insights, including by customer demographics, behaviour, and purchase history.Tue, 27 Feb 2024 07:15:45 GMThttps://www.genroe.com/blog/sms-messaging-customer-experience/14922https://www.genroe.com/blog/sms-messaging-customer-experience/14922We look at seven ways to use SMS messaging to improve your B2B customer experience.Fri, 30 Jul 2021 05:52:47 GMThttps://www.genroe.com/blog/content-marketing-types/12596https://www.genroe.com/blog/content-marketing-types/12596The content marketing types can be used in specific stages of the B2B buyer's journey. This blog looks at the different types and how to use them.Thu, 15 Feb 2024 08:25:36 GMThttps://www.genroe.com/blog/survey-analysis-in-excel-on-demand-webinar/15593https://www.genroe.com/blog/survey-analysis-in-excel-on-demand-webinar/15593How to design your survey analysis plan, generating simple statistics, testing response rates to ensure you have enough responses, and more ....Wed, 18 Oct 2023 05:05:06 GMThttps://www.genroe.com/blog/using-customer-feedback-to-grow-sales-on-demand-webinar/15591https://www.genroe.com/blog/using-customer-feedback-to-grow-sales-on-demand-webinar/15591The only 3 levers you can use to increase profit, How to prepare to hear feedback, the 4 elements your survey must never have and more...Wed, 18 Oct 2023 03:58:12 GMThttps://www.genroe.com/blog/webinar-nps-report-download/15597https://www.genroe.com/blog/webinar-nps-report-download/15597Dealing with small sample sizes, Why you shouldn’t focus on score, How to deal with scores that seem wrong, How to reduce score begging and more...Wed, 18 Oct 2023 06:00:32 GMThttps://www.genroe.com/blog/using-the-customers-name-in-the-branch/1859https://www.genroe.com/blog/using-the-customers-name-in-the-branch/1859Using a customer's name during a transaction is worth 9 points of customer satisfaction. The research and why so small a touch beats far bigger spending.Thu, 26 Apr 2012 03:54:33 GMThttps://www.genroe.com/blog/innovation-product-and-service/10067https://www.genroe.com/blog/innovation-product-and-service/10067Most companies obsess over product innovation and ignore service innovation. Why service innovation matters as much, and how B2B teams do it well.Mon, 02 Mar 2015 23:28:38 GMThttps://www.genroe.com/blog/ai-chat-replacing-faqs/15603https://www.genroe.com/blog/ai-chat-replacing-faqs/15603FAQ pages were always a compromise: stale, contradictory and generic. Why generative AI chat has replaced them, and what to put on the page instead.Fri, 03 Nov 2023 03:40:21 GMThttps://www.genroe.com/blog/content-marketing-tips/12608https://www.genroe.com/blog/content-marketing-tips/12608Step-by-step content marketing tips that get you a concrete content marketing plan. Including how to find the right keywords and what to write.Tue, 30 Apr 2019 00:10:01 GMThttps://www.genroe.com/blog/attributes-net-promoter-programs/11834https://www.genroe.com/blog/attributes-net-promoter-programs/11834We identified 121 separate, but important, attributes of a high performing NPS program. Here are the most critical 25 on which you must focus.Tue, 24 Oct 2017 06:39:31 GMThttps://www.genroe.com/blog/benefits-and-disadvantages-of-customer-journey-mapping/15321https://www.genroe.com/blog/benefits-and-disadvantages-of-customer-journey-mapping/15321Customer journey mapping can be extremely beneficial but there are also some potential disadvantages that should be considered.Tue, 27 Sep 2022 07:00:41 GMThttps://www.genroe.com/blog/sme-b2b-customer-feedback/11291https://www.genroe.com/blog/sme-b2b-customer-feedback/11291Here are your 4 steps to customer feedback success for small or medium B2B organizations.Mon, 04 Nov 2019 23:24:15 GMThttps://www.genroe.com/blog/hubspot-prospects-tool/11934https://www.genroe.com/blog/hubspot-prospects-tool/11934Most blog readers never fill in a form. HubSpot's Prospects tool shows which companies visited anyway, and here is how to turn that into named leads.Wed, 28 Feb 2018 04:53:44 GMThttps://www.genroe.com/blog/linkedin-hubspot/11950https://www.genroe.com/blog/linkedin-hubspot/11950There is no direct LinkedIn to HubSpot integration, but a free Chrome extension bridges the two. How we set linkedhub up and use it for daily lead prospecting.Tue, 13 Mar 2018 04:20:48 GMThttps://www.genroe.com/blog/hubspot-crm-hacks-sales/12284https://www.genroe.com/blog/hubspot-crm-hacks-sales/12284The HubSpot Sales CRM has loads of great features. This post has easy to implment and great HubSpot CRM hacks I'm using in the sales process.Sun, 26 Apr 2020 20:07:00 GMThttps://www.genroe.com/blog/most-people-dont-understand-sample-size-webinar/15590https://www.genroe.com/blog/most-people-dont-understand-sample-size-webinar/15590On-demand webinar: how to calculate survey sample size correctly so your customer feedback insights actually hold up. Practical, with examples.Wed, 18 Oct 2023 03:25:20 GMThttps://www.genroe.com/blog/mql/12457https://www.genroe.com/blog/mql/12457Proven and practical approaches to identify and act on your MQLs in a way that will grow your business long term.Mon, 18 Feb 2019 21:29:54 GMThttps://www.genroe.com/blog/b2b-tech-seo/13023https://www.genroe.com/blog/b2b-tech-seo/13023B2B tech SEO can be tricky. Understanding how your business & buyer’s persona work together can make the difference between success & failure.Fri, 17 May 2019 06:04:19 GMThttps://www.genroe.com/blog/on-demand-webinar-5-whys-root-cause-analysis/15587https://www.genroe.com/blog/on-demand-webinar-5-whys-root-cause-analysis/15587Dive into our 30-minute webinar to learn how the 5 Whys Approach can transform customer feedback into actionable plans for enhancing customer experience.Tue, 17 Oct 2023 08:00:27 GMThttps://www.genroe.com/blog/case-study-nps-into-business-improvement/15584https://www.genroe.com/blog/case-study-nps-into-business-improvement/15584Uncover how Manheim leveraged NPS data to launch 110 business improvement projects in 18 months, paving the way for growth in our insightful webinar.Tue, 17 Oct 2023 03:14:39 GMThttps://www.genroe.com/blog/improve-net-promoter-score/15066https://www.genroe.com/blog/improve-net-promoter-score/150667 steps successful organisations use to ensure their NPS program drives incremental revenue and profit for the business.Tue, 29 Mar 2022 16:52:00 GMThttps://www.genroe.com/blog/lead-scoring/11895https://www.genroe.com/blog/lead-scoring/11895Lead Scoring is an important element of the lead nurturing process. The is a practical approach to lead scoring that you can get up and running quickly.Mon, 04 Nov 2019 21:22:00 GMThttps://www.genroe.com/blog/ai-and-customer-success/15538https://www.genroe.com/blog/ai-and-customer-success/15538Generative AI is transforming customer success, but how can businesses ensure it’s used ethically?Tue, 08 Aug 2023 23:52:54 GMThttps://www.genroe.com/blog/the-important-3-differences-qualitative-vs-quantitative-analysis/8196https://www.genroe.com/blog/the-important-3-differences-qualitative-vs-quantitative-analysis/8196Qualitative vs quantitative analysis, when to use each, the trade-offs, and how the two combine in customer experience research.Thu, 05 Oct 2023 03:17:22 GMThttps://www.genroe.com/blog/customer-experience-fleetpartners/15544https://www.genroe.com/blog/customer-experience-fleetpartners/15544Case study: how FleetPartners overhauled its customer experience with a CX Forum, closed-loop process and CustomerGauge. The steps and the results.Thu, 17 Aug 2023 03:41:13 GMThttps://www.genroe.com/blog/how-to-run-a-customer-journey-mapping-workshop/15334https://www.genroe.com/blog/how-to-run-a-customer-journey-mapping-workshop/15334Demystifying the process of running a customer journey mapping workshop and providing a step by step process for success.Thu, 06 Oct 2022 02:10:34 GMThttps://www.genroe.com/blog/customer-feedback-governance-boring-but-critical-to-your-success/6943https://www.genroe.com/blog/customer-feedback-governance-boring-but-critical-to-your-success/6943Customer feedback governance keeps CX programs productive. The roles, processes and decisions that turn survey data into profit.Mon, 06 Mar 2023 09:01:21 GMThttps://www.genroe.com/blog/7-steps-technical-blogging-ranks/12073https://www.genroe.com/blog/7-steps-technical-blogging-ranks/12073Technical blogging made simplified. How to get the right keywords, write with great structure, in language that's easy to understand and ranks.Wed, 19 Apr 2023 01:21:04 GMThttps://www.genroe.com/blog/b2b-marketing-kpis-and-metrics/14345https://www.genroe.com/blog/b2b-marketing-kpis-and-metrics/14345How to focus on just five B2B Marketing KPIs to understand exactly where your marketing efforts are being successful and where they are not.Tue, 06 Oct 2020 05:02:39 GMThttps://www.genroe.com/blog/surveys-should-you-report-based-on-sent-date-or-received-date/1766https://www.genroe.com/blog/surveys-should-you-report-based-on-sent-date-or-received-date/1766In terms of “best practice” should NPS be calculated based on the date a survey was sent or the date of the response -- it depends.Tue, 16 May 2023 02:46:58 GMThttps://www.genroe.com/blog/marketing-automation-examples/14886https://www.genroe.com/blog/marketing-automation-examples/14886Effective and easy to copy marketing automation use cases you can deploy to boost leads and sales.Thu, 20 Apr 2023 07:05:18 GMThttps://www.genroe.com/blog/combining-kano-and-net-promoter-for-customer-feedback-success/7455https://www.genroe.com/blog/combining-kano-and-net-promoter-for-customer-feedback-success/7455How combining the Kano Model with NPS® gives B2B teams a sharper view of which features build customer loyalty,  and which ones don't.Wed, 08 Mar 2023 09:07:25 GMThttps://www.genroe.com/blog/writing-the-perfect-customer-feedback-survey-invitation/8748https://www.genroe.com/blog/writing-the-perfect-customer-feedback-survey-invitation/8748How to write a customer satisfaction survey email template for your NPS or customer satisfaction survey and generate great response rates.Tue, 07 Feb 2023 08:59:43 GMThttps://www.genroe.com/blog/biased-questions/15422https://www.genroe.com/blog/biased-questions/15422Biased questions are a common problem in surveys and this post outlines what they are, how to identify them and how to fix them.Wed, 11 Jan 2023 08:06:19 GMThttps://www.genroe.com/blog/customer-lifetime-value/15199https://www.genroe.com/blog/customer-lifetime-value/15199What is Customer Lifetime Value (CLV), why it's important and how to calculate it for a range of customer relationship types.Thu, 21 Apr 2022 03:38:48 GMThttps://www.genroe.com/blog/5-steps-to-effective-customer-feedback-programs/1802https://www.genroe.com/blog/5-steps-to-effective-customer-feedback-programs/1802Make sure your customer feedback program is up-to-date. Follow these 5 steps to make sure you get the most out of your program.Mon, 23 Jan 2023 04:29:15 GMThttps://www.genroe.com/blog/4-steps-to-documentation-success-in-your-next-call-centre-project/541https://www.genroe.com/blog/4-steps-to-documentation-success-in-your-next-call-centre-project/541Get the most out of your call centre project with these essential steps to documentation success. Start today!Fri, 20 Jan 2023 00:36:47 GMThttps://www.genroe.com/blog/post-call-ivr-surveys-popular-but-not-that-useful/8447https://www.genroe.com/blog/post-call-ivr-surveys-popular-but-not-that-useful/84479 reasons why Post call IVR surveys might not be the best way to collect your customer feedback or Net Promoter Score informationThu, 19 Jan 2023 07:56:04 GMThttps://www.genroe.com/blog/b2b-customer-journey-mapping/15309https://www.genroe.com/blog/b2b-customer-journey-mapping/15309B2B customer journey guide covering the basics of customer journey mapping to advanced topics including running the journey mapping workshop.Fri, 23 Sep 2022 08:39:06 GMThttps://www.genroe.com/blog/improving-customer-interactions/14756https://www.genroe.com/blog/improving-customer-interactions/14756In B2B a single misunderstood interaction can end a relationship built over years. Four approaches that improve customer interactions, and where to start.Tue, 08 Jun 2021 04:26:37 GMThttps://www.genroe.com/blog/training-survey-questions/11413https://www.genroe.com/blog/training-survey-questions/11413After analysing the data from hundreds of training feedback forms, I share the 6 training survey questions you must ask.Mon, 28 Jun 2021 00:20:28 GMThttps://www.genroe.com/blog/customer-feedback-attributes/11280https://www.genroe.com/blog/customer-feedback-attributes/11280If you don't want your survey to bomb, make sure you run it through these seven TRACER customer feedback survey attributes before you hit ‘send’Thu, 26 Sep 2019 07:27:56 GMThttps://www.genroe.com/blog/how-to-calculate-customer-retention-rate/834https://www.genroe.com/blog/how-to-calculate-customer-retention-rate/834The Customer Retention Rate formula, what goes into it and download a free Customer Retention Rate calculator.Wed, 02 Nov 2022 12:33:00 GMThttps://www.genroe.com/blog/customer-journey-marketing/15377https://www.genroe.com/blog/customer-journey-marketing/15377To turn prospects into customers, you need a customer journey marketing strategy. Here are the 3 stages of the journey and how to be successful.Thu, 20 Oct 2022 01:12:16 GMThttps://www.genroe.com/blog/digital-marketing-funnel/12554https://www.genroe.com/blog/digital-marketing-funnel/12554The buyer journey is what the buyer does, the marketing funnel is what you do about it. A stage by stage B2B funnel, with the assets and metrics each one needs.Wed, 20 Mar 2019 13:14:22 GMThttps://www.genroe.com/blog/5-stage-retail-customer-journey/15370https://www.genroe.com/blog/5-stage-retail-customer-journey/15370The 5 Stages in the Retail Customer Journey - what they are, how to measure and use them.Tue, 11 Oct 2022 09:37:07 GMThttps://www.genroe.com/blog/win-loss-analysis-questionnaire/14983https://www.genroe.com/blog/win-loss-analysis-questionnaire/14983The questions you should include and exclude in your pre-prepared win loss analysis questionnaire for maximum impact.Fri, 03 Dec 2021 08:52:25 GMThttps://www.genroe.com/blog/customer-service-insights/11283https://www.genroe.com/blog/customer-service-insights/11283Small business and customer service experts answer the question: "What's your personal, number one, customer service must do?"Sun, 09 Oct 2022 21:56:00 GMThttps://www.genroe.com/blog/email-subject-lines-that-drive-customer-survey-responses/8603https://www.genroe.com/blog/email-subject-lines-that-drive-customer-survey-responses/8603You have precious few seconds to prevent deletion. Here's how to craft a great subject line for your customer survey invite.Thu, 04 Feb 2021 23:15:15 GMThttps://www.genroe.com/blog/top-customer-experience-books/14721https://www.genroe.com/blog/top-customer-experience-books/14721The most popular customer experience books available on kindle. Includes a summary, price and overall rating.Tue, 07 Dec 2021 06:36:46 GMThttps://www.genroe.com/blog/making-changes-in-your-customer-experience/637https://www.genroe.com/blog/making-changes-in-your-customer-experience/637It is often better to build the customer experience from inside the organization and let the customers gradually experience the difference. How KMart did it.Sun, 01 Aug 2010 12:20:33 GMThttps://www.genroe.com/blog/the-secrets-of-great-customer-experience-organizations-are-not-so-secret/683https://www.genroe.com/blog/the-secrets-of-great-customer-experience-organizations-are-not-so-secret/683When a new business buzz makes headlines, a new buzz of how to’s follows. Customer Experience Management (CEM) is no different.Sun, 22 Aug 2010 12:21:46 GMThttps://www.genroe.com/blog/the-qantas-grounding-a-strategic-customer-experience-initiative/1491https://www.genroe.com/blog/the-qantas-grounding-a-strategic-customer-experience-initiative/1491You may find it hard to believe that there is any way that grounding every plane in the Qantas fleet could improve the customer experience but I think it will.Mon, 31 Oct 2011 23:30:48 GMThttps://www.genroe.com/blog/do-your-customer-experience-initiatives-have-these-flaws/1626https://www.genroe.com/blog/do-your-customer-experience-initiatives-have-these-flaws/1626Many customer experience initiatives are deeply flawed. They start out well intentioned but lack the right process improvement tools to drive long term change.Tue, 29 Nov 2011 03:30:31 GMThttps://www.genroe.com/blog/10-customer-experience-influencers-you-really-should-follow/8979https://www.genroe.com/blog/10-customer-experience-influencers-you-really-should-follow/8979These are some of the customer experience people I follow and find constructive. It is by no means an exhaustive list and I certainly follow others.Thu, 15 May 2014 01:14:31 GMThttps://www.genroe.com/blog/when-does-the-service-recovery-paradox-work-and-when-does-it-fail/763https://www.genroe.com/blog/when-does-the-service-recovery-paradox-work-and-when-does-it-fail/763The service recovery paradox defined, implementation suggestions and approaches to try in your business.Sun, 14 Nov 2010 11:18:42 GMThttps://www.genroe.com/blog/case-study-how-to-apologize-to-your-customers-when-things-go-badly-wrong/2493https://www.genroe.com/blog/case-study-how-to-apologize-to-your-customers-when-things-go-badly-wrong/2493Using a case study of MozLand, we explain the right and wrong way to apologize to customers when thing go wrong in the business.Thu, 07 Jun 2012 00:16:52 GMThttps://www.genroe.com/blog/crazy-domains-and-buffer-their-pr-responses-the-pain-and-the-glory/8274https://www.genroe.com/blog/crazy-domains-and-buffer-their-pr-responses-the-pain-and-the-glory/8274Service recovery done well wins customers; done badly loses them. Compare Crazy Domains and Buffer's PR responses, what worked, what didn't.Mon, 18 Nov 2013 22:48:42 GMThttps://www.genroe.com/blog/t-mobile-net-promoter-score/15195https://www.genroe.com/blog/t-mobile-net-promoter-score/15195T-Mobile is a great example of a business that has achieved phenomenal success. Here is how they use Net Promoter Score.Fri, 08 Apr 2022 03:36:44 GMThttps://www.genroe.com/blog/proven-nps-success-factors/11715https://www.genroe.com/blog/proven-nps-success-factors/11715The distillation of 10 years of Net Promoter Score® implementation experience with organisations of different sizes and shapes.Mon, 27 Mar 2017 02:53:32 GMThttps://www.genroe.com/blog/case-study-iron-mountain-nps-response-rates/12097https://www.genroe.com/blog/case-study-iron-mountain-nps-response-rates/12097Iron Mountain doubled NPS survey response rates with two simple changes. This increased internal confidence in their analysis and internal engagement.Mon, 02 Jul 2018 23:53:24 GMThttps://www.genroe.com/blog/avoid-6-worst-b2b-marketing-mistakes/12125https://www.genroe.com/blog/avoid-6-worst-b2b-marketing-mistakes/12125Done correctly, B2B marketing gets more leads, more clients & more sales. It also broadens your network and increase the value of your products & services.Wed, 25 Jul 2018 11:09:33 GMThttps://www.genroe.com/blog/best-b2b-marketing-tips-how-they-work/12150https://www.genroe.com/blog/best-b2b-marketing-tips-how-they-work/12150B2B marketing tips that are highly recommended need these key pieces of information and missing links to actually work. We cover it all in this blog.Fri, 21 Jun 2019 05:30:10 GMThttps://www.genroe.com/blog/customer-feedback-managment-meets-quality-systems/7451https://www.genroe.com/blog/customer-feedback-managment-meets-quality-systems/7451How to apply quality management system methods to your customer feedback data to drive continuous improvement in your customer experience .Tue, 12 Nov 2019 23:36:04 GMThttps://www.genroe.com/blog/ask-why-net-promoter/9813https://www.genroe.com/blog/ask-why-net-promoter/9813When investing in rolling out a new customer feedback or Net Promoter program make sure **why** is the first question you ask.Wed, 13 Nov 2019 23:11:03 GMThttps://www.genroe.com/blog/customer-feedback-mistakes/11286https://www.genroe.com/blog/customer-feedback-mistakes/11286Customer feedback question mistakes reduce the effectiveness of your feedback survey. Here are the worst mistakes and how to fix themThu, 17 Sep 2020 00:10:00 GMThttps://www.genroe.com/blog/how-much-can-you-improve-your-net-promoter-score-real-company-data/2686https://www.genroe.com/blog/how-much-can-you-improve-your-net-promoter-score-real-company-data/2686Real world data from companies that show how much and how quickly they were able to improve their Net Promoter ScoreTue, 26 Jul 2022 23:07:00 GMThttps://www.genroe.com/blog/case-study-accesspay-nps/15243https://www.genroe.com/blog/case-study-accesspay-nps/15243This case study outlines the 4 steps Financial Services player AccessPay used to increase their NPS from 15 to 53 in just two years.Wed, 27 Jul 2022 20:19:00 GMThttps://www.genroe.com/blog/dont-let-market-research-interfere-with-your-customer-feedback/7178https://www.genroe.com/blog/dont-let-market-research-interfere-with-your-customer-feedback/7178Market research and customer feedback are two very different approaches. Here are the differences and the role of each in a every organisation.Sun, 10 Nov 2019 23:51:40 GMThttps://www.genroe.com/blog/buyer-personas/11819https://www.genroe.com/blog/buyer-personas/11819Buyer personas are detailed descriptions of your ideal customers. We examine how to use them, buyer persona questions and provide a free worksheetTue, 29 Aug 2017 23:27:26 GMThttps://www.genroe.com/blog/how-to-calculate-return-on-customer-investment/7148https://www.genroe.com/blog/how-to-calculate-return-on-customer-investment/7148Calculating the Return in Return on Investment for customer projects can be difficult but here are a couple of approaches you can use.Mon, 01 Apr 2013 23:24:29 GMThttps://www.genroe.com/blog/are-you-using-campaign-lead-or-customer-lead-marketing/491https://www.genroe.com/blog/are-you-using-campaign-lead-or-customer-lead-marketing/491I’m going to build on a recent post (“Why customer segmentation is not customer strategy”) by looking at a new approach to creating a customer strategy.Sun, 04 Jul 2010 12:58:07 GMThttps://www.genroe.com/blog/four-keys-to-successful-business-competitions/1853https://www.genroe.com/blog/four-keys-to-successful-business-competitions/1853Consumers are bombarded with competitions as companies fight to attract new customers, success is down to planning and implementation.Tue, 01 May 2012 00:17:56 GMThttps://www.genroe.com/blog/customer-retention-you-already-have-enough-segmentation-take-action/1009https://www.genroe.com/blog/customer-retention-you-already-have-enough-segmentation-take-action/1009Most B2B teams over-segment and under-act in customer retention. Use the data you already have to ship retention impacts this quarter.Tue, 31 May 2011 12:29:04 GMThttps://www.genroe.com/blog/mystery-shopping-or-transactional-surveys-which-is-better/838https://www.genroe.com/blog/mystery-shopping-or-transactional-surveys-which-is-better/838Mystery shopping has been with us for many years. And recently, a new way to measure the customer experience has become popular: transactional customer surveys.Wed, 26 Jan 2011 17:24:55 GMThttps://www.genroe.com/blog/how-to-drive-customer-experience-innovation-using-transactional-nps/1638https://www.genroe.com/blog/how-to-drive-customer-experience-innovation-using-transactional-nps/1638Drive improvement in profit and efficiency by using Transactional Net Promoter Score to improve customer loyalty, through it's key driver; customer experience.Tue, 06 Dec 2011 06:07:22 GMThttps://www.genroe.com/blog/calculating-retail-sales-forecasts-customer-life-time-value-and-other-customer-variables/1170https://www.genroe.com/blog/calculating-retail-sales-forecasts-customer-life-time-value-and-other-customer-variables/1170Summarising the steps to calculate customer lifetime value for retail and other non-contract continuous purchase customer bases.Sun, 10 Jul 2011 13:09:28 GMThttps://www.genroe.com/blog/forecasting-customer-value-when-you-dont-have-a-contract-discrete-transactions/1181https://www.genroe.com/blog/forecasting-customer-value-when-you-dont-have-a-contract-discrete-transactions/1181Forecasting customer value where there is no on-going contract between the supplier & the customer & the customer can only purchase at discrete time intervals.Mon, 18 Jul 2011 19:42:33 GMThttps://www.genroe.com/blog/how-to-use-customer-feedback-to-directly-drive-revenue/1498https://www.genroe.com/blog/how-to-use-customer-feedback-to-directly-drive-revenue/1498How to use customer feedback data to identify customer advocates and activate them to directly drive sales.Fri, 04 Jan 2019 23:34:13 GMThttps://www.genroe.com/blog/5-ways-to-drive-employee-engagement-with-net-promoter/6335https://www.genroe.com/blog/5-ways-to-drive-employee-engagement-with-net-promoter/6335Another of the great conversations at the recent CustomerGauge User Group meeting was around driving employee engagement. Here are some of the best practices.Sat, 26 Oct 2019 22:13:03 GMThttps://www.genroe.com/blog/transactional-customer-feedback-6-problems-you-will-face-and-how-to-fix-them/1916https://www.genroe.com/blog/transactional-customer-feedback-6-problems-you-will-face-and-how-to-fix-them/1916Every transactional customer feedback programme meets the same six problems, from patchy customer data to setting targets. Each one, and the fix that works.Tue, 22 May 2012 00:01:02 GMThttps://www.genroe.com/blog/net-promoter-organisational-change-management-done-right/2609https://www.genroe.com/blog/net-promoter-organisational-change-management-done-right/2609CCH have agreed to allowed us to publish the link to this video which provides a great example of how to really communicate the value of Net Promoter to staffWed, 13 Jun 2012 08:57:58 GMThttps://www.genroe.com/blog/convert-to-inbound/13199https://www.genroe.com/blog/convert-to-inbound/13199Evolving your marketing strategy and convert to inbound. It could be the most beneficial thing you could do for your ROI. Here are some simple steps.Wed, 24 Jul 2019 08:44:28 GMThttps://www.genroe.com/blog/how-to-demonstrate-the-roi-of-your-customer-feedback-program/8919https://www.genroe.com/blog/how-to-demonstrate-the-roi-of-your-customer-feedback-program/8919We customer feedback specialists must get smart about the return we are generating for the company. It can be difficult to calculate ROI but it has to be done.Thu, 01 May 2014 00:05:13 GMThttps://www.genroe.com/blog/the-practicalities-of-giving-frontline-staff-net-promoter-targets/9101https://www.genroe.com/blog/the-practicalities-of-giving-frontline-staff-net-promoter-targets/9101Practical approaches and suggestions on how to set front line staff targets for Net Promoter (NPS) or Customer Feedback (CSAT) scoresWed, 18 Jun 2014 00:00:36 GMThttps://www.genroe.com/blog/net-promoter-score-vs-likert-scales/14854https://www.genroe.com/blog/net-promoter-score-vs-likert-scales/14854It is common to confuse Likert Scales and Net Promoter Score: we review what they are, how they are similar and how they are different.Fri, 11 Feb 2022 05:03:00 GMThttps://www.genroe.com/blog/you-tried-net-promoter-and-it-didnt-work-here-is-where-you-went-wrong/6353https://www.genroe.com/blog/you-tried-net-promoter-and-it-didnt-work-here-is-where-you-went-wrong/6353Net Promoter® programs fail for predictable reasons. The seven implementation mistakes we see most often,  and the fix for each. Practical not theory.Mon, 08 Feb 2021 23:02:00 GMThttps://www.genroe.com/blog/analyze-survey-data-in-excel/11483https://www.genroe.com/blog/analyze-survey-data-in-excel/11483Excel does nearly everything a statistics package does for survey analysis. A step by step walk-through of simple stats, error bars, histograms and t-tests.Tue, 08 Sep 2020 23:30:00 GMThttps://www.genroe.com/blog/do-net-promoters-tell-us-anything/775https://www.genroe.com/blog/do-net-promoters-tell-us-anything/775Recently, I have seen quite a lot of negative feedback about Net Promoter Score. This issue seems to be whether it is a valid measurement at all.Sun, 17 Oct 2010 13:21:17 GMThttps://www.genroe.com/blog/people-are-not-thermometers-so-customer-feedback-is-messy/1651https://www.genroe.com/blog/people-are-not-thermometers-so-customer-feedback-is-messy/1651Customer feedback may be messy, somewhat inconsistent and generally not perfect but it is better than no feedback at all and can be used for decision making.Tue, 13 Dec 2011 22:10:18 GMThttps://www.genroe.com/blog/zappos-service-is-not-for-you/9742https://www.genroe.com/blog/zappos-service-is-not-for-you/9742Immortalised in books and customer service meetings these stories are legendary but should you be trying for this level of service? Probably not.Tue, 30 Sep 2014 00:21:00 GMThttps://www.genroe.com/blog/net-promoter-score-is-2-7-times-more-sensitive-than-customer-satisfaction/1470https://www.genroe.com/blog/net-promoter-score-is-2-7-times-more-sensitive-than-customer-satisfaction/1470Analysis of NPS data indicates that it is almost 3 times more sensitive at predicting customer churn than customer satisfaction.Wed, 05 Oct 2011 01:49:42 GMThttps://www.genroe.com/blog/how-to-confidently-and-transparently-share-your-transactional-customer-feedback/6309https://www.genroe.com/blog/how-to-confidently-and-transparently-share-your-transactional-customer-feedback/6309Implemented sensibly, complete transparency of customer feedback can be a key plank in the success of your transactional customer feedback process.Mon, 17 Dec 2012 23:15:17 GMThttps://www.genroe.com/blog/carlson-restaurants-share-four-big-insights-on-net-promoter/8139https://www.genroe.com/blog/carlson-restaurants-share-four-big-insights-on-net-promoter/8139Carlson Restaurants operate some 900 restaurants globally and over the last few years have driven immense value from the Net Promoter process in the US.Mon, 28 Oct 2013 23:10:51 GMThttps://www.genroe.com/blog/win-loss-interview-process/14980https://www.genroe.com/blog/win-loss-interview-process/14980Win loss interviews work only as interviews, not surveys, and not run by the rep who lost the deal. The process, and the rules that keep the answers honest.Thu, 02 Dec 2021 07:40:34 GMThttps://www.genroe.com/blog/case-study-nps-zip-uk/14968https://www.genroe.com/blog/case-study-nps-zip-uk/14968In 3 years Zip Water UK lifted their NPS from +2 to +73. This case study examines the steps and approaches they took to make that improvement.Mon, 29 Nov 2021 08:56:53 GMThttps://www.genroe.com/blog/customer-feedback-on-line-reviews/12240https://www.genroe.com/blog/customer-feedback-on-line-reviews/12240You know the importance and explosion in growth of online reviews. In this post I'll share how to leverage your customer feedback process to win that war.Mon, 29 Oct 2018 21:29:52 GMThttps://www.genroe.com/blog/did-my-net-promoter-score-really-really-change/7493https://www.genroe.com/blog/did-my-net-promoter-score-really-really-change/7493Knowing if Net Promoter or any other customer feedback statistic has really changed for the whole population is important for a number of reasons.Tue, 06 Aug 2013 00:08:36 GMThttps://www.genroe.com/blog/b2b-marketing-automation-platform/14890https://www.genroe.com/blog/b2b-marketing-automation-platform/14890Hhow to choose a B2B marketing automation platform that is both effective and can be managed long term.Thu, 01 Jul 2021 04:58:58 GMThttps://www.genroe.com/blog/marketing-automation-best-practices/14884https://www.genroe.com/blog/marketing-automation-best-practices/14884Marketing automation best practices applicable to all software platforms that create winning processes that can be managed long term.Wed, 30 Jun 2021 08:33:52 GMThttps://www.genroe.com/blog/secrets-successful-customer-feedback/7818https://www.genroe.com/blog/secrets-successful-customer-feedback/7818Using responses from 80 participants we identified 6 Drivers and 7 Key Takeaways for organisations wanting a successful customer feedback process.Mon, 12 Nov 2018 20:49:34 GMThttps://www.genroe.com/blog/checklist-customer-self-service/14753https://www.genroe.com/blog/checklist-customer-self-service/14753A practical customer self-service checklist for B2B teams. The friction points to remove, the must-haves to ship, and how to measure success.Mon, 17 May 2021 23:36:41 GMThttps://www.genroe.com/blog/nps-report-template/11165https://www.genroe.com/blog/nps-report-template/11165Details of what to include and exclude in your Net Promoter and CSAT reports to maximize impact. Includes free template.Sun, 16 May 2021 01:03:00 GMThttps://www.genroe.com/blog/b2b-customer-retention-strategies/14539https://www.genroe.com/blog/b2b-customer-retention-strategies/14539Research lead approaches that predict B2B churn 3-6 months ahead of time and practical B2B customer retention strategies that prevent loss.Fri, 19 Feb 2021 01:01:45 GMThttps://www.genroe.com/blog/four-bridges-to-communicating-with-your-customers/1772https://www.genroe.com/blog/four-bridges-to-communicating-with-your-customers/1772In a world where customers control the relationship you need to provide something of value to them and profitable to you.Wed, 21 Mar 2012 23:03:30 GMThttps://www.genroe.com/blog/how-to-retain-customers-who-are-leaving/500https://www.genroe.com/blog/how-to-retain-customers-who-are-leaving/500By the time a customer calls to close the account most retention levers are gone. How a dedicated Save Team is staffed and equipped to win some of them back.Mon, 19 Jul 2010 21:03:08 GMThttps://www.genroe.com/blog/using-social-effects-to-improve-customer-retention/688https://www.genroe.com/blog/using-social-effects-to-improve-customer-retention/688A person’s social network influences their buying behaviour but if something works forwards (getting customers) it may also work backwards (losing customers)?Sun, 29 Aug 2010 12:26:23 GMThttps://www.genroe.com/blog/managing-customer-loyalty-it-has-always-been-about-listening-and-remembering/1424https://www.genroe.com/blog/managing-customer-loyalty-it-has-always-been-about-listening-and-remembering/1424Learning is at the heart of customer loyalty management and has been ever since the empirical work of Reichheld showed that customer loyalty is linked to profitWed, 14 Sep 2011 01:03:49 GMThttps://www.genroe.com/blog/why-do-australians-reject-foreign-brands/1480https://www.genroe.com/blog/why-do-australians-reject-foreign-brands/1480The Colloquy guys focused on the differences between the emerging economies and developed economies. However, what hit me was how Australia looked at the world.Tue, 25 Oct 2011 01:02:24 GMThttps://www.genroe.com/blog/customer-delight-can-be-worse-than-a-baby-bonus/1656https://www.genroe.com/blog/customer-delight-can-be-worse-than-a-baby-bonus/1656The reduction in the Australian Baby Bonus has caused a lot of dissatisfaction in the community. Could your customer delight program cause a similar backlash?Tue, 20 Dec 2011 04:01:52 GMThttps://www.genroe.com/blog/3-important-elements-of-achieving-customer-loyalty/6697https://www.genroe.com/blog/3-important-elements-of-achieving-customer-loyalty/6697Once the customer is in the door, loyalty comes down to three things: knowing what drives it, equipping staff to deliver, and proving the return to fund it.Wed, 12 Dec 2012 22:05:47 GMThttps://www.genroe.com/blog/how-can-i-increase-customer-loyalty-without-increasing-costs-to-the-business-video/8187https://www.genroe.com/blog/how-can-i-increase-customer-loyalty-without-increasing-costs-to-the-business-video/8187Although it may seem like a difficult question to answer, this is actually an interesting question because there’s really two responses.Wed, 09 Oct 2013 00:33:58 GMThttps://www.genroe.com/blog/does-customer-service-equal-customer-retention/7722https://www.genroe.com/blog/does-customer-service-equal-customer-retention/7722We hear about the bad customer service experiences that our friends have had. Customer service is an important & misunderstood part of customer retention.Tue, 23 Sep 2014 04:13:58 GMThttps://www.genroe.com/blog/build-trust-with-customers-recommend-a-competitor/9843https://www.genroe.com/blog/build-trust-with-customers-recommend-a-competitor/9843There are many reasons you want to do this. It's all about acting in the best interests of your customers. Do the right thing by them and reap the rewards.Tue, 09 Dec 2014 01:07:02 GMThttps://www.genroe.com/blog/more-proof-if-you-needed-it-take-care-when-comparing-net-promoter-number/8153https://www.genroe.com/blog/more-proof-if-you-needed-it-take-care-when-comparing-net-promoter-number/8153This research shows why you need to be very careful when trying to compare NPS derived from different survey approaches: telephone, email, etc.Mon, 21 Oct 2013 23:10:13 GMThttps://www.genroe.com/blog/5-whys-root-cause-analysis-template-and-process/8001https://www.genroe.com/blog/5-whys-root-cause-analysis-template-and-process/8001A common, useful and easy to learn approach to understanding how to drive change in your score is the 5 Whys Process.Tue, 08 Oct 2013 00:06:32 GMThttps://www.genroe.com/blog/transactional-vs-relationship-customer-feedback-which-is-right-for-you/7409https://www.genroe.com/blog/transactional-vs-relationship-customer-feedback-which-is-right-for-you/7409When starting an NPS or customer feedback process you can choose : Transactional or Relationship feedback. Which one is best for your organization?Wed, 30 Oct 2019 23:27:43 GMThttps://www.genroe.com/blog/digital-agency-drives-business-with-net-promoter/7287https://www.genroe.com/blog/digital-agency-drives-business-with-net-promoter/7287UK based digital and innovation agency Volume proves there are no right or wrong industries for using the Net Promoter approach.Sun, 12 May 2013 02:21:50 GMThttps://www.genroe.com/blog/net-promoter-score-deficient-or-efficient-measure/648https://www.genroe.com/blog/net-promoter-score-deficient-or-efficient-measure/648The debate about Net Promoter Score continues. Those in the anti-NPS camp are not helping themselves with this research: Measurement Deficiencies in the NPS.Tue, 10 Aug 2010 16:49:07 GMThttps://www.genroe.com/blog/the-6-critical-success-factors-to-customer-feedback-success/8588https://www.genroe.com/blog/the-6-critical-success-factors-to-customer-feedback-success/8588There are six key requirements for successfully implementing customer feedback and Net Promoter that you need to keep in mind as you launch the process.Mon, 10 Feb 2014 23:00:31 GMThttps://www.genroe.com/blog/customer-feedback-critical-element/11281https://www.genroe.com/blog/customer-feedback-critical-element/11281Do you ever wonder what separates the organisations that really excel at customer feedback from the ones that fail dismally? This is the critical element.Tue, 04 Oct 2016 01:33:50 GMThttps://www.genroe.com/blog/how-do-you-show-customers-what-youre-doing-with-their-feedback-video/8211https://www.genroe.com/blog/how-do-you-show-customers-what-youre-doing-with-their-feedback-video/8211Closing the loop is where most CX programs fail. A video on how to show customers what you've done with their feedback, and why it matters for NPS®.Wed, 16 Oct 2013 01:20:01 GMThttps://www.genroe.com/blog/net-promoter-score-nps-and-service-delivery-styles/342https://www.genroe.com/blog/net-promoter-score-nps-and-service-delivery-styles/342Transactional Net Promoter Score (NPS), inevitably leads you to review your service delivery mechanisms and Customer Experience Management.Sun, 27 Oct 2019 12:08:08 GMThttps://www.genroe.com/blog/a-dozen-customer-satisfaction-survey-dos-and-donts/414https://www.genroe.com/blog/a-dozen-customer-satisfaction-survey-dos-and-donts/414Building a good Customer Satisfaction Survey and process is not simple. Here are 10 Do's and Don’ts for building a survey that works.Mon, 26 Apr 2010 14:38:45 GMThttps://www.genroe.com/blog/five-things-to-do-right-now-that-will-drive-more-value-from-customer-feedback/1874https://www.genroe.com/blog/five-things-to-do-right-now-that-will-drive-more-value-from-customer-feedback/1874Analysis of an Aberdeen report provides insights into important customer feedback management differences between successful companies & unsuccessful companies.Tue, 08 May 2012 00:19:26 GMThttps://www.genroe.com/blog/customer-loyalty-surveys-do-you-include-all-3-critical-elements/1808https://www.genroe.com/blog/customer-loyalty-surveys-do-you-include-all-3-critical-elements/1808Many attempts at customer loyalty surveys fail to include all 3 critical elements required to collect understanding & fail to provide useful information.Tue, 10 Apr 2012 00:07:59 GMThttps://www.genroe.com/blog/how-long-should-my-customer-survey-be-video/8246https://www.genroe.com/blog/how-long-should-my-customer-survey-be-video/8246The length of your customer survey is just as important as the questions you're asking. So exactly how long should your customer survey be?Wed, 16 Oct 2019 23:56:49 GMThttps://www.genroe.com/blog/small-businesses-surveys/11308https://www.genroe.com/blog/small-businesses-surveys/11308Customer feedback surveys may seem like a luxury but they're not. Here is why your small business needs a customer survey.Wed, 31 Aug 2016 17:13:55 GMThttps://www.genroe.com/blog/building-organisation-structure-customer-feedback/9123https://www.genroe.com/blog/building-organisation-structure-customer-feedback/9123Interest in organisational design has been growing because is our organisations have become more complex as we attempt to respond to customer feedback.Wed, 25 Jun 2014 00:00:19 GMThttps://www.genroe.com/blog/when-survey-customers/11272https://www.genroe.com/blog/when-survey-customers/11272Breaking down different business types and providing a recipe for when to survey your customers for the best outcomes.Sun, 22 Nov 2020 16:30:19 GMThttps://www.genroe.com/blog/customer-journey-maps-must-come-before-transactional-customer-feedback/8893https://www.genroe.com/blog/customer-journey-maps-must-come-before-transactional-customer-feedback/8893Design your customer feedback process top down with a Customer Journey Map and you will make better design decisions.Tue, 15 Apr 2014 00:00:13 GMThttps://www.genroe.com/blog/what-customers-are-thinking/11298https://www.genroe.com/blog/what-customers-are-thinking/11298Just because you're on the front lines of your business, small or large, talking to customers all day doesn’t mean you really know what they think.Mon, 24 Oct 2016 20:48:21 GMThttps://www.genroe.com/blog/club-med-survey-fail/11277https://www.genroe.com/blog/club-med-survey-fail/11277For a big company they didn’t do so well and you can certainly do better if you don't make the same mistakes.Sat, 09 Nov 2019 21:48:02 GMThttps://www.genroe.com/blog/determining-what-might-be-important-to-a-customer/449https://www.genroe.com/blog/determining-what-might-be-important-to-a-customer/449Make sure that your survey addresses all of the product and service attributes that are important to your customers. Seems simple and logical, doesn't it?Sun, 16 May 2010 12:26:02 GMThttps://www.genroe.com/blog/best-practice-corporate-governance-for-transactional-customer-feedback/5529https://www.genroe.com/blog/best-practice-corporate-governance-for-transactional-customer-feedback/5529I know, I know - corporate governance is boring. But if you want a successful NPS or Customer Feedback program it's also critical.Sat, 09 Nov 2019 23:45:38 GMThttps://www.genroe.com/blog/control-groups-and-loyalty-programs-an-impossible-dream/524https://www.genroe.com/blog/control-groups-and-loyalty-programs-an-impossible-dream/524Can you actually run control groups for customer loyalty programs? The measurement problem, the workarounds, and what works in B2B settings.Fri, 04 Jun 2010 22:18:31 GMThttps://www.genroe.com/blog/refer-a-friend-programs-are-they-worth-it/700https://www.genroe.com/blog/refer-a-friend-programs-are-they-worth-it/700Refer a friend programs: are they worth it? Yes, as it happens they are and some very recent research gives us the numbers to back it up.Sun, 05 Sep 2010 14:54:22 GMThttps://www.genroe.com/blog/the-buzz-insurance-launch-an-innovative-new-loyalty-program/514https://www.genroe.com/blog/the-buzz-insurance-launch-an-innovative-new-loyalty-program/514The Australian general insurance business has become a hot house of competition, with heavy promotion by new overseas online insurers.Tue, 27 Jul 2010 21:16:34 GMThttps://www.genroe.com/blog/getting-your-customer-loyalty-management-team-right/1026https://www.genroe.com/blog/getting-your-customer-loyalty-management-team-right/1026A lot of companies struggle with determining just how to build their organization structure around customer loyalty management. Here are some answers.Fri, 17 Jun 2011 22:23:20 GMThttps://www.genroe.com/blog/do-you-implement-all-7-enablers-of-good-customer-service/419https://www.genroe.com/blog/do-you-implement-all-7-enablers-of-good-customer-service/419Good customer service has gone from a "nice to have" to a "core deliverable". Are you delivering all the key customer service enablers?Sun, 02 May 2010 13:56:06 GMThttps://www.genroe.com/blog/is-this-the-wrong-way-to-use-social-media-as-a-service-channel/611https://www.genroe.com/blog/is-this-the-wrong-way-to-use-social-media-as-a-service-channel/611Many brands use social media as a service channel — but the way most set it up creates more friction than it solves. Here are the patterns to avoid.Mon, 12 Jul 2010 22:01:27 GMThttps://www.genroe.com/blog/net-promoter-links-to-recency-frequency-monetary-rfm/597https://www.genroe.com/blog/net-promoter-links-to-recency-frequency-monetary-rfm/597Recency, frequency and monetary scoring predicts who will respond to an offer. NPS® predicts who wants to. Where the two overlap, and how to use them together.Thu, 08 Jul 2010 18:07:52 GMThttps://www.genroe.com/blog/new-net-promoter-score-benchmarks-europe-vs-australia/572https://www.genroe.com/blog/new-net-promoter-score-benchmarks-europe-vs-australia/572Satmetrix last week released its 2010 European Net Promoter® Scores and I thought it would be interesting to review them versus recent Australian data[1].Mon, 28 Jun 2010 13:11:54 GMThttps://www.genroe.com/blog/whats-not-wrong-with-net-promoter-score/230https://www.genroe.com/blog/whats-not-wrong-with-net-promoter-score/230“What's Wrong With the Net Promoter Score” by Augustine Fou contains a large number errors and mis-statements that I wanted to correct.Sun, 17 Jan 2010 10:51:27 GMThttps://www.genroe.com/blog/how-do-you-determine-the-value-of-net-promoter-score/825https://www.genroe.com/blog/how-do-you-determine-the-value-of-net-promoter-score/825Recently, the CFO of one of my customer's asked “How to we determine the value of Net Promoter Score?” and wanted a "two sentence response".Sun, 05 Dec 2010 12:42:28 GMThttps://www.genroe.com/blog/telstra-rewarding-resellers-for-customer-service-but-what-is-the-anti-gaming-strategy/7264https://www.genroe.com/blog/telstra-rewarding-resellers-for-customer-service-but-what-is-the-anti-gaming-strategy/7264When NPS®-linked pay drives reseller behaviour, anti-gaming controls become critical. How Telstra structured its reseller incentives the wrong way.Wed, 01 May 2013 05:43:31 GMThttps://www.genroe.com/blog/pithy-customer-feedback-insights-via-the-bbc-and-rob-markey/8029https://www.genroe.com/blog/pithy-customer-feedback-insights-via-the-bbc-and-rob-markey/8029Rob Markey provided some very focused and pithy remarks in, of all places, a recent BBC radio show. Here are the best 5 comments he made.Mon, 14 Oct 2013 23:37:27 GMThttps://www.genroe.com/blog/predicting-net-promoter-score-using-twitter/9776https://www.genroe.com/blog/predicting-net-promoter-score-using-twitter/9776Using public Twitter data we show how you can predict the Net Promoter Score® for an organisation.Mon, 03 Nov 2014 23:04:45 GMThttps://www.genroe.com/blog/rob-markey-promoter-benchmarking/9135https://www.genroe.com/blog/rob-markey-promoter-benchmarking/9135When chatting to Rob for one of his Net Promoter System interviews he took me to task on my anti-benchmarking views and we came away in violent agreement.Wed, 02 Jul 2014 00:00:37 GMThttps://www.genroe.com/blog/transactional-net-promoter-score-which-is-the-best-way-to-collect-data/843https://www.genroe.com/blog/transactional-net-promoter-score-which-is-the-best-way-to-collect-data/843The expanding use of Transactional NPS is driving the need to collect large volumes of survey responses with a smaller amount of feedback in each survey.Sun, 03 Feb 2019 17:12:00 GMThttps://www.genroe.com/blog/net-revenue-score-is-not-nps/9861https://www.genroe.com/blog/net-revenue-score-is-not-nps/9861John Greathouse jumped to a few conclusions when he penned this article in the Wall Street Journal: Startups Should Focus On Their NRS, Net Revenue Score.Wed, 08 Jan 2020 22:01:00 GMThttps://www.genroe.com/blog/how-to-evolve-on-line-customer-advisory-panels-to-add-value-to-your-business/360https://www.genroe.com/blog/how-to-evolve-on-line-customer-advisory-panels-to-add-value-to-your-business/360Online customer advisory panels are evolving beyond survey-bank duty. These practical changes that turn panels into a strategic voice-of-customer asset.Sun, 28 Mar 2010 10:12:57 GMThttps://www.genroe.com/blog/4-ways-to-involve-your-customers-in-new-product-development/424https://www.genroe.com/blog/4-ways-to-involve-your-customers-in-new-product-development/424Most new product development guesses what customers want, then surveys them at the end. Four ways to co-create with customers instead, and cut the launch risk.Sun, 20 Jun 2010 12:12:20 GMThttps://www.genroe.com/blog/are-you-stuck-on-the-delight-the-customer-merry-go-round/728https://www.genroe.com/blog/are-you-stuck-on-the-delight-the-customer-merry-go-round/728I’ve always considered that the delight the customer approach to customer loyalty and retention was a little misguided.Sun, 19 Sep 2010 13:21:10 GMThttps://www.genroe.com/blog/halo-effects-and-brands-being-cautious-when-reviewing-customer-feedback/748https://www.genroe.com/blog/halo-effects-and-brands-being-cautious-when-reviewing-customer-feedback/748Customer feedback surveys are subject to halo effects. A good result in a specific attribute does not necessarily mean that you are performing well.Sun, 26 Sep 2010 15:58:05 GMThttps://www.genroe.com/blog/what-is-the-role-of-customer-feedback-in-the-itil-framework/861https://www.genroe.com/blog/what-is-the-role-of-customer-feedback-in-the-itil-framework/861ITIL measures your service delivery process, not the customer experience of it. Where the framework goes blind, and how to layer customer feedback on top.Wed, 16 Mar 2011 11:55:49 GMThttps://www.genroe.com/blog/practical-statistics-how-to-test-if-your-customer-feedback-score-really-changed-excel/8820https://www.genroe.com/blog/practical-statistics-how-to-test-if-your-customer-feedback-score-really-changed-excel/8820Use Excel and the Student t-test to confirm whether your customer feedback score really moved. Includes a downloadable template.Tue, 25 Mar 2014 22:00:15 GMThttps://www.genroe.com/blog/customer-advocacy-companies/11036https://www.genroe.com/blog/customer-advocacy-companies/11036Some companies consistently operate at a level of high performance, others seem to do just enough to get by. So what’s the difference?Wed, 23 Sep 2015 04:12:44 GMThttps://www.genroe.com/blog/most-people-dont-understand-sample-size/9181https://www.genroe.com/blog/most-people-dont-understand-sample-size/9181How to apply sample size calculations to customer feedback to make decisions and distinguish between alternative outcomes.Wed, 16 Jul 2014 00:00:55 GMThttps://www.genroe.com/blog/getting-started-a-customer-feedback-survey-template/714https://www.genroe.com/blog/getting-started-a-customer-feedback-survey-template/714Every customer survey has the same five sections: introduction, attributes, outcomes, closing and thanks. What each is for, so you never start from blank.Thu, 12 Sep 2019 13:29:50 GMThttps://www.genroe.com/blog/can-your-words-influence-their-response-video/8408https://www.genroe.com/blog/can-your-words-influence-their-response-video/8408A simple change in words can influence the response. Choose your words wisely as it may skew your results! Watch the video to find out more!Sat, 02 Nov 2019 01:42:31 GMThttps://www.genroe.com/blog/how-the-new-australian-privacy-principles-affect-your-customer-feedback-program/8315https://www.genroe.com/blog/how-the-new-australian-privacy-principles-affect-your-customer-feedback-program/8315The current Australian Privacy Principles were replaced with National Privacy Principles and Information Privacy Principles on 12 March 2014 here is a pimerSun, 10 Nov 2019 00:00:46 GMThttps://www.genroe.com/blog/the-only-statistical-analysis-you-should-use-on-customer-feedback-data/8786https://www.genroe.com/blog/the-only-statistical-analysis-you-should-use-on-customer-feedback-data/8786The good news is that if you are analyzing customer survey feedback there are just a few key tools that you need to master.Thu, 31 Oct 2019 23:05:21 GMThttps://www.genroe.com/blog/customer-feedback-hair-and-beauty-salons/14220https://www.genroe.com/blog/customer-feedback-hair-and-beauty-salons/14220We have collected a range of material from the Genroe website focused on small business customer feedback that is relevant to hair and beauty salon businesses.Wed, 22 Jul 2020 23:14:00 GMThttps://www.genroe.com/blog/customer-surveys-affecting-customer-purchase-behaviors/332https://www.genroe.com/blog/customer-surveys-affecting-customer-purchase-behaviors/332Does the act of running a customer survey change how customers buy? The research, the size of the effect, and what it means for your survey program.Mon, 11 Nov 2019 16:15:40 GMThttps://www.genroe.com/blog/how-do-you-determine-what-is-important-to-a-customer/440https://www.genroe.com/blog/how-do-you-determine-what-is-important-to-a-customer/440Practical approaches to find out what is important to customers so that you can improve your businessSat, 09 May 2020 12:44:00 GMThttps://www.genroe.com/blog/call-centre-audits-demystified/1960https://www.genroe.com/blog/call-centre-audits-demystified/1960Call centre audits can be a great way to gain some real and useful insights into how to improve your customer facing operations.Mon, 28 May 2012 08:54:11 GMThttps://www.genroe.com/blog/continuous-process-improvement-for-call-centers/378https://www.genroe.com/blog/continuous-process-improvement-for-call-centers/378Most call centres change a process only once it breaks. Continuous process improvement re-evaluates them on a cycle, cutting cost before the failure arrives.Sun, 25 Jul 2010 13:10:38 GMThttps://www.genroe.com/blog/ensuring-success-your-next-call-centre-tender-evaluation/544https://www.genroe.com/blog/ensuring-success-your-next-call-centre-tender-evaluation/544Ensuring success in your next call centre tender evaluation is more than just using good project management techniques.Sun, 18 Jul 2010 15:28:09 GMThttps://www.genroe.com/blog/marketing-people-are-from-mars-and-contact-centre-people-are-from-pluto/2190https://www.genroe.com/blog/marketing-people-are-from-mars-and-contact-centre-people-are-from-pluto/2190Our clients tell us that they would like things to be better between their Contact Centre and Marketing Departments, here are 5 tips to help that happen.Sat, 09 Jun 2012 01:09:34 GMThttps://www.genroe.com/blog/understanding-the-value-of-closed-loop-reporting/369https://www.genroe.com/blog/understanding-the-value-of-closed-loop-reporting/369Closed loop reporting makes the audience report back on what they did with the data. That one change is why some reports drive action and most quietly do not.Mon, 14 Jun 2010 12:43:24 GMThttps://www.genroe.com/blog/5-questions-every-marketer-should-ask/7716https://www.genroe.com/blog/5-questions-every-marketer-should-ask/7716Recognising and correcting the most common campaign “set up” problems can have a huge impact on your campaign outcomes: Here are 5 questions you need to ask.Tue, 30 Jul 2013 02:36:49 GMThttps://www.genroe.com/blog/aht-is-the-sometimes-forgotten-contact-centre-roi-metric/7750https://www.genroe.com/blog/aht-is-the-sometimes-forgotten-contact-centre-roi-metric/7750There always seems to be one Contact Centre metric that flies below the radar for a lot of consummate Direct Marketing professionals - Average Handle Time.Tue, 30 Jul 2013 02:36:37 GMThttps://www.genroe.com/blog/call-centre-execution-7-ways-marketers-can-improve-conversions-2/2300https://www.genroe.com/blog/call-centre-execution-7-ways-marketers-can-improve-conversions-2/2300Call centre execution of campaigns is crucial to achieving results. . Here are 7 areas that can lead to dramatic improvements in campaign performance.Tue, 19 Jun 2012 00:47:32 GMThttps://www.genroe.com/blog/marketing-and-call-centre-collaborative-design-makes-campaigns-rock/7701https://www.genroe.com/blog/marketing-and-call-centre-collaborative-design-makes-campaigns-rock/7701Campaigns designed in marketing-only bubbles miss the customer reality the call centre hears daily. How to design campaigns collaboratively.Tue, 30 Jul 2013 02:36:52 GMThttps://www.genroe.com/blog/guest-post-6-ways-to-improve-your-customer-testimonials-today/9020https://www.genroe.com/blog/guest-post-6-ways-to-improve-your-customer-testimonials-today/9020Testimonials are among the highest return assets on a website and most teams use them badly. Six fixes, from placement beside the CTA to remembering to ask.Wed, 28 May 2014 01:55:27 GMThttps://www.genroe.com/blog/marketing-offers-the-great-right-offer-versus-right-time-face-off/252https://www.genroe.com/blog/marketing-offers-the-great-right-offer-versus-right-time-face-off/252Right marketing offer or right time, which drives more conversions in B2B marketing? The trade-offs, the evidence, and how to balance both.Thu, 11 Feb 2010 10:11:45 GMThttps://www.genroe.com/blog/trigger-marketing-demands-a-new-approach/1686https://www.genroe.com/blog/trigger-marketing-demands-a-new-approach/1686Trigger marketing is not a marketing technique that you can overlay on your existing process. It is a fundamentally different way of interacting with customers.Mon, 20 Feb 2012 23:00:06 GMThttps://www.genroe.com/blog/why-customer-segmentation-is-not-customer-strategy/478https://www.genroe.com/blog/why-customer-segmentation-is-not-customer-strategy/478Segmentation that is statistically perfect and operationally useless is the norm. Why segmentation is not a strategy, and what to build in its place.Sun, 30 May 2010 12:43:37 GMThttps://www.genroe.com/blog/lead-qualification/11884https://www.genroe.com/blog/lead-qualification/11884Lead qualification techniques for B2B businesses for the two critical steps and how to successfully apply them to your business.Wed, 06 Dec 2017 04:55:57 GMThttps://www.genroe.com/blog/buyers-journey/12475https://www.genroe.com/blog/buyers-journey/12475A buyer’s journey is the process a person goes through leading up to the purchase of a product or a service and involves the thoughts, actions and reactionsMon, 25 Feb 2019 07:41:15 GMThttps://www.genroe.com/blog/b2b-marketing-ideas/12313https://www.genroe.com/blog/b2b-marketing-ideas/12313Find out what B2B marketing ideas specialists use to boost click-through rates, page visits, conversion rates and lead generation in this blog post.Tue, 25 Jun 2019 06:59:47 GMThttps://www.genroe.com/blog/convert-leads-into-sales/13202https://www.genroe.com/blog/convert-leads-into-sales/13202Bottom of funnel content is where leads become sales, and most B2B teams underinvest in it. Four steps to build BOFU content, starting with your sales team.Mon, 16 Sep 2019 06:08:37 GMThttps://www.genroe.com/blog/lead-nurture-implementation/13544https://www.genroe.com/blog/lead-nurture-implementation/13544Learn actionable steps on how to implement your own lead nurturing campaign to move your prospects along the marketing funnel and prepare for the sale.Tue, 17 Sep 2019 05:17:52 GMThttps://www.genroe.com/blog/linkedin-sales-navigator-lead-generation/14129https://www.genroe.com/blog/linkedin-sales-navigator-lead-generation/14129With LinkedIn Sales Navigator, you can find solid leads that will actually engage with you. Here’s how to get better leads with Sales Nav.Tue, 24 Mar 2020 23:27:32 GMThttps://www.genroe.com/blog/optimise-your-homepage/13185https://www.genroe.com/blog/optimise-your-homepage/13185Optimise your homepage for lead conversion. Easy and actionable tips to turn your front of house into an efficient sales and marketing toolTue, 16 Jul 2019 08:49:02 GMThttps://www.genroe.com/blog/7-steps-to-measuring-the-right-marketing-roi/2593https://www.genroe.com/blog/7-steps-to-measuring-the-right-marketing-roi/2593If you’re like most of the people who measure Marketing ROI of campaigns, you’re probably focusing on the wrong thing: Tactical ROI.Mon, 02 Nov 2020 18:25:43 GMT