📊 One big question—data of the week

Please take 5 seconds to answer this week's question here to improve the sample size for next week!

Several respondents also shared reasons why:

1. No: "Still too new and a lot of ideas are being declined by internal teams not believing they work." Here's a good read on securing buy-in.

2. Yes: "We use customer behavior to trigger upsell, re-engagement, and tips for maximizing adoption and underutilized features. These all improve the overall customer experience and result in a value that leads to renewal/growth." Here's how to identify upsell opportunities with Net Promoter.

Two very familiar answers from very different parts of the Net Promoter implementation lifecycle. Godspeed to you both! (We are always here to help)

Now, please go back and answer this week's question ^

In last week's email, we talked about why we stand out in the world of experience management companies. In a nutshell, "CustomerGauge is not just a B2B CX platform, it's an entire software, methodology, and partnership to get businesses to the outcome they wish to achieve (A→B). That "B" being more market share thanks to experience."

💡 What we’re thinking about

In our best practice guide to closing the loop we found that:

• Closing the loop after a survey led to 3x the number of promoters the next time you run the survey.
• Closing the loop in <48 hours saw the largest impact on NPS and retention.

In the new, recently updated version, we hear from an expert practitioner and walk you through how to close the loop using CustomerGauge. 

Read it here.

📚 More must-reads

• Six backstage 'Aha!' moments from Monetize 2022: "We interviewed every speaker right after they came off stage, here are six clips from those interviews where they told us their Aha! moments."
• How Coca-Cola HBC is breaking down internal silos with NPS: "They implemented NPS across all departments, introducing total transparency in both customer and employee feedback to build a culture of feeling close to the market, account managers, and the frontline." 
• How to identify upsell opportunities: "If an account represents a low share of wallet but is leaving high NPS scores, there’s likely an opportunity to expand the relationship."

In the article on upsell opportunities, we share a few tips on helping your account teams identify and act on upsell. Here's a sneak peek:

🎧 What we’re listening to in the office this week

• Nobody Knows, Loyle Carner: "After virtually a three-year hiatus from solo music, UK-rapper Loyle Carner has unveiled his brand new album ‘hugo’ – taking the form of a ten track project which weighs in at just under 35 minutes of pure excellence."

CustomerGauge provides B2B experience management software to companies in complex industries like CPG, Manufacturing, Logistics, and Technology. Interested in working with us? Just reply to this email.