Deep-Insight Blog

5 Generic Actions to Drive up your Relationship NPS Scores

On April 16, 2015, Posted by , In Net Promoter Score,Relationship Management

We run B2B customer assessments for large corporate clients in the Netherlands and elsewhere. Very often I get asked questions like this after we deliver the customer feedback to senior management:   “OK, you’ve told us what our customers think of us, but what do we do about it now?”…

Are you going to NPS me? Yes, I am!

This is the topic of a talk I’m giving this week at a conference in Melbourne. It is in response to another talk entitled “Are you going to NPS me? No I’m not” in which Dr Dave Stewart of Marketing Decision Analysis will be presenting the case that Net Promoter is a deeply…

Help! What Do I do with my Stalkers and Opponents?

On February 16, 2015, Posted by , In B2B Relationships

If you’re a typical B2B company, the chances are that you have good or excellent relationships with the majority of your clients. But there may be some clients where your relationship is not as strong. One of the things we do at Deep-Insight is to categorise your key accounts, based…

5 Things To Remember To Get Your Completion Rates Up

On November 14, 2014, Posted by , In B2B Relationships

An interview with Grainne Carmody Operations Manager, Deep-Insight     One of the questions we get asked a lot is: “What sort of completion rates do you guys normally get on an assessment?” Well, the answer is that it depends on what sort of assessment you’re talking about – we…

What is a ‘Good’ B2B Net Promoter Score?

On October 9, 2014, Posted by , In B2B Relationships,Net Promoter Score

So what’s a good Net Promoter Score* for a B2B company? It’s a question we get asked a lot. Sometimes the question comes in a slightly different form: “What NPS target should we set for the company? 25% seems low, so maybe 50%? Or should we push the boat out…

Susan and Bill have Relationship Problems! (Part III)

On September 22, 2014, Posted by , In B2B Relationships,Net Promoter Score

The last time we met Susan and Bill, they were discussing survival tactics. Thankfully, they have managed to get the company back on an even keel – excuse the boating pun – over the past few months and now have a new challenge to face. At the last board meeting,…

Susan and Bill have Relationship Problems! (Part II)

On September 12, 2014, Posted by , In B2B Relationships,Net Promoter Score

Following on from last week’s post on Bill and Susan, we explore what happens next in their story. EPISODE 2: “Performing Zone” versus “Danger Zone” Susan, Sales Director: “Those Deep-Relationship-NPS results were incredibly revealing and more than a little scary. Very few of our large accounts are Ambassadors and our…

Susan and Bill have Relationship Problems!

On September 4, 2014, Posted by , In B2B Relationships,Net Promoter Score

The Susan & Bill Trilogy When we launched Deep-Relationship-NPS in early-2014, we created a storyline around two fictitious characters called Bill (a thoughtful but somewhat introverted Marketing Director) and Susan (a more aggressive low-attention-span Sales Director). They may be fictitious but they bear more than a passing resemblance to some…

Do Americans REALLY score more positively than Europeans?

On August 26, 2014, Posted by , In Benchmarking,Net Promoter Score

In a previous blog, I wrote that Europeans were more stingy than Americans when it came to customer feedback. Or words to that effect. Since then, people have been asking if this is REALLY true, and where is the evidence for this claim. Well, yes it IS true and while…

Satisfaction or ‘Statisfaction’?

One of my esteemed colleagues recently sent a draft document to me that had a typo – satisfaction had been spelt with an extra ‘t’, making up a new word ‘statisfaction’. That got me thinking! I have been involved in numerous movements and initiatives to drive customer-focused business improvement for…