Helping companies better understand and generate higher value from their existing customers
There’s a ton of information out there on how you can best market your product or service. But most of this information isn’t targeted to B2B, instead focusing on B2C businesses. The good news is that there is plenty of cross-over. But how do you know what works for B2B and what doesn’t?
Well as a digital marketing consultancy, we’ve tried and tested most of the B2B techniques out there. Here are the top 17 ideas that we’ve found, makes the greatest difference to our clients.
[Read more…]
As noted in the title, this HubSpot CRM 2018 review is by an actual user – it’s not one of those robo comparisons that are becoming so common.
In late 2018 HubSpot did a pretty major revamp of their pricing and added plenty of new features to the system. This review was updated in December 2018 to take account of those changes.
We’ve been using the HubSpot Marketing and CRM system for more than a year and the more we use it, and the more we uncovered little features here and there, the more we like it. [Read more…]
The HubSpot Sales CRM has loads of great features, but putting them together to really rev up your productivity isn’t always obvious. In this post, I’ve accumulated the various HubSpot CRM hacks I’m using in the sales process for you to use.
If you have a tip, idea or hack that I haven’t covered (and there are plenty) please let me know so I can add it to the list. You’ll get full credit. [Read more…]
Focusing on increasing your survey response rate is important but I’m often asked: “what is a minimum acceptable survey response rate for a customer feedback survey: 1%, 15% 50%?”
For example this recent blog post comment:
…if I have two NPS of two different cinemas in January.
Cinema 1: Spectators: 18509. Survey responses: 17. Responses percent: 0,1%. NPS: 76.
Cinema 2: Spectators: 44190. Survey responses: 200. Responses percent: 0,5%. NPS: 43.My first question is: Can I do a valid comparison between the two cinemas?
And my second question is: [are the survey response rates statistically valid?]
It’s a good question but in general the focus on response rate is misplaced.
In this post we’ll discover that what is important, is not so much the response rate, but but the total number of responses. Then we’ll use that information to calculate the acceptable response rate for your survey.
Note: The approach here works well for standard customer feedback questions but if you are using Net Promoter Score you need to look at this post: How to calculate Margin of Error and other stats for NPS®
Let’s dive in. [Read more…]
It comes in many flavours but easily the most common question on Net Promoter that I get asked is:
How good is my Net Promoter Score?
Unfortunately it is also the question with the answer that people want to hear the least: there are very few ways to really know.
While there are some reasonably comprehensive, multi-industry, NPS research reports unless your company is actually included in the study they are generally worthless in giving you a benchmark against which to measure your internally derived score.
The reason is quite simple. NPS can vary dramatically depending on a variety of factors and unless your survey process is the same as the benchmark’s process they are not comparable.
Don’t worry I’ll give you two good resolutions to this problem but first why, are those published data of so little assistance?
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