Losing a big B2B deal is expensive, and it's also a teachable moment most sales teams skip. Win/loss interviews salvage real learning from the loss, but only if they're done as interviews not surveys, and by someone other than the rep who lost the deal. Here's the full process, with the rules that keep the interviews honest.
![[Case Study] How Zip Water UK Lifted NPS from +2 to +73](/_astro/zip-uk-nps-case-study-scaled.CowYdpaQ.jpg)
Zip Water UK lifted NPS from +2 to +73 in three years, without making NPS a KPI or linking it to bonuses. They drove the change through CX culture and relentless root-cause analysis instead. Here's exactly what their CX lead and managing director did, in reproducible steps, with the trend chart to back it up.
94% of people say an online review has convinced them to avoid a business, and Google, Facebook and Yelp keep pushing review volume up. Your customer feedback program can quietly do the heavy lifting on both sides of that ledger. Here's how to use transactional surveys to suppress bad reviews and steer happy customers to leave good ones.
Your dashboard says NPS is up 15 points week-on-week. Email's already drafted. Then you stop, was that real, or just sampling noise? Take credit for the rise this week and you'll be taking blame for the drop next week. Here's how to tell whether NPS has really changed, with a downloadable spreadsheet to check for yourself.
B2B marketing automation can quietly become so complex that nobody knows what messages a customer actually receives, a major insurance client of ours had to create a dummy customer just to find out. Here's how to choose a B2B marketing automation platform you can actually manage long-term, with the five top contenders (HubSpot, Marketo, Pardot, ActiveCampaign, Eloqua) compared honestly.
Marketing automation is one of the great efficiency multipliers, and one of the great time-wasters when set up badly. After 20 years and six different platforms, here are nine best practices that survive a platform change: start with the journey map, automate processes not campaigns, build over time, test relentlessly, and keep the system count down even if it means compromising on features.