How good is your NPS? It's the question every CX leader gets asked — and the one with the answer people want to hear least. Here's why external benchmarks are mostly useless, and the two approaches that actually work.
CX teams without C-suite air cover quietly fail — every time. The structure, talent and reporting line matter, but they're downstream of the one factor most companies underestimate. Here's what a high-performing customer experience team actually looks like, with a CyberCX case study and the non-negotiables for making it work.
"Your customer is your most powerful asset" gets quoted in every leadership offsite — and almost nobody runs the customer portfolio with the financial discipline they'd apply to a capital asset. Here's how to fix that, with the corporate governance, portfolio management and reporting changes that turn customers from a soft metric into a managed asset class.
Interest in customer journey mapping has spawned a small industry of dedicated journey-mapping tools — plus a perfectly reasonable case for using Miro or Lucidchart. Here's a 2024 review of the main dedicated tools (Out of Dark, Quadient and others), what they do that generalist diagrammers don't, and how to choose between dedicated and generalist for your needs.
Selling to an existing customer is a 60-70% probability bet. Selling to a new prospect is a 5-20% one. McKinsey puts the lift at 20% on revenue and 30% on profit when cross-selling is done well. Here's why cross-sell beats acquisition on almost every dimension, and how to lift your success rate without becoming the sales team customers dread hearing from.
Someone always asks about an incentive at the survey-design sign-off — and the right answer depends on whether you actually need more responses, what kind of bias the incentive will introduce, and whether the admin overhead is worth the marginal lift. Drawing on 20 years and millions of responses, here's when survey incentives are worth offering and when they'll quietly degrade your data.