The Blog

You don't need a dedicated NPS platform to calculate NPS — Excel's COUNTIF function does the job in about three formulas. Here's a step-by-step build of an NPS calculator in Excel or Google Sheets, with the downloadable spreadsheet to adapt to your own data. Useful for piloting NPS before you commit to a paid tool.

LinkedIn has 900 million members, 65 million decision-makers, and accounts for 50% of B2B social media traffic — and most B2B marketers still under-use it. Here's the exact scalable LinkedIn lead-generation process we ran for a mature B2B SaaS vendor at $16.76 per lead, broken down step by step from profile optimisation through campaign objective selection.

Both your SaaS vendors told you integration would be easy because they "have an API" — and then somehow it wasn't. Here's why APIs alone often fail to actually connect two systems, and how webhooks and data pumps quietly bridge the digital standoff. Written for non-technical users who keep getting handed the problem to solve.

Most published social media statistics are US- or global-centric, which is unhelpful when you're trying to decide which two or three platforms a small Australian business should invest in. This regularly updated post collects Australian social media statistics from a wide range of sources, with the analysis and platform-by-platform recommendations to translate the data into a decision.

For a niche industry segment, customer experience has a surprisingly deep podcast catalogue. Most of them aren't worth the commute. Here's the regularly-updated list of the most popular CX podcasts, ranked by Apple ratings and filtered to active production, so you can subscribe to the ones that earn their place.

Manual transactional NPS programs survive about six months before someone gets bored of doing the data entry — and the program quietly dies. Automation isn't optional. Here's what automating NPS data collection actually requires: timely survey delivery, efficient reporting, in-depth analysis, and closed-loop service recovery — plus how to choose between general survey tools, in-house builds, dedicated NPS vendors, and CRM extensions.