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.
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?
For more than 15 years I’ve been working with clients to create and run successful customer feedback and Net Promoter® programs. Over that time we have seen many implementations: some good and and some not so good.
While we’ve seen lots of great ideas and know quite a few pitfalls that will likely spell failure, we wanted to really expand the statistical validity of our anecdotal evidence.
So we performed some primary research. The goal of this research was to identify which attributes of the customer feedback and action process contribute to overall success and failure.
After analysing the responses from 80 participants we identified 6 Drivers and 7 Key Takeaways for organisations wanting a successful customer feedback process. [Read more…]
Unless you’ve been living under a rock for the past few years you’ll know the importance of and explosion in growth of online reviews. In this post, I’ll share how to leverage your customer feedback and service recovery processes to reduce negative reviews and build positive reviews for your business.
Lead by Google, but with the help of heavyweights Facebook and Yelp, the volume and speed of online reviews continues to grow. Actually, skyrocket might be a better description. [Read more…]
Recently my wife and I spent some very nice time in a Club Med beach resort. These have become one our favourite vacation destinations over the years because the all-inclusive approach and range of activities make them fun and easy.
On returning to Australia I received the now common customer feedback form. As we enjoyed our time and I am a compulsive customer survey taker (it goes with the job) I leapt in.
For a big company they didn’t do so well and you can certainly do better if you don’t make the same mistakes.