Customer Research

Give Conditional Love to Your Customer Programs

In the world of business programs and metrics, customer feedback data isn't a heavy hitter. Business audit activity, on the other hand, puts the stuttering "f" in f-f-f-fear. What many organizations... By Todd Ballowe

NPS Step 1: The Basics of the Net Promoter Score for Customer Research (3 mins)

Learn how to calculate your Net Promoter Score. The Net Promoter Score is a customer research tool that tells you how likely is it that someone will recommend your company to... By Todd Ballowe

NPS Step 2: Know What is Driving your Net Promoter Score (3 mins)

Learn how to craft survey questions that identify what your customers care about and how to improve their experience. This research enables you to measure how effectively you’re delivering on your... By Todd Ballowe

NPS Step 3: From the Top – Net Promoter Score Leadership (3 mins)

Learn what actions leaders and managers need to take to improve your customers’ experience using the Net Promoter Score. Using this customer research strategy will improve your customer service, word of... By Todd Ballowe

NPS Step 4: Systematize Your Net Promoter Score Program (4 mins)

Learn what you need to consider when launching your Net Promoter Score Program. Communicate to your staff and customers the importance of conducting customer research and listening to customer feedback. Plan... By Todd Ballowe

NPS Step 5: Customer Engagement Required – Net Promoter Score (4 mins)

Learn how to lead by design to make a positive difference for customers using a Net Promoter Score program. The Net Promoter Score tells you how likely is it that someone... By Todd Ballowe

Customer Research Steps For Success

Many organizations do customer research, but struggle with what to do with it.  Seeing your business through your customer's eyes is one of the best ways to uncover the strengths and... By Shannon Sage

How to Identify the 80/20 Customer

In the early stages of your business strategy development, and throughout the lifetime of your business, understanding and learning from your customers through simple research is key to being successful. Business... By Shannon Sage

Customer Research Without a Survey

Spending tons of money and months conducting customer research to collect customer feedback can be too overwhelming and cost prohibitive for many companies. But still, obtaining feedback is crucial for the... By Shannon Sage

Why Your Customers Are Your Customers

As you gather information to establish your strategic position, don't underestimate the value of customer feedback. The suggestions in this post will help you assess your customers and their needs so... By Ryan Olsen

Voice of the Customer – Balanced Scorecard Approach at the Grass-Roots Level (9 mins)

Knowing your Net Promoter Score is one thing. Knowing what drives your Net Promoter Score is another. Watch this video to learn how to develop questions to determine what drives your... By Ryan Olsen

Customer Segments

Customer-focused companies recognize that they cannot appeal to all buyers in the same way. Buyers are too numerous, too widely scattered, and too varied in their needs and buying practices. Rather... By Shannon Sage

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