Some of your customer just gave you a score of 7 or 8 (on the Net Promoter scale), establishing them as Passives. While not as negative as Detractors, this group still brings little positive energy to your business. They are not too likely to recommend your product or service, and are more easily persuaded to [...]

Providing your online visitors a way to share their issues and concerns with you is integral in creating an excellent customer experience. This feedback can be used for informed website optimization, lead generation and economical support. At the very least, it will stop angry customers from taking to the street with megaphones! Of course, every [...]

I recently read The Ultimate Question 2.0 and I must say that the likelihood that I’d recommend this book to a colleague or friend, on a scale of 0-10, would definitely be a 10! In all seriousness, it’s an absolute pleasure to read with fantastic and illustrative stories along with compelling arguments for using this [...]

One of the nice things about making your customers happy is that they will often share their appreciation with you and others. This is exactly what happed when our client Swisscom was contacted by 1to1 Media’s senior writer, Cynthia Clark. She spoke with Markus Eberhard, Head of Selfcare and Digital Support at Swisscom, and from [...]