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title: How to smash Q4 out of the park ☕
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A special interview + B2B CX deep dive

| View in browser Hi there,   This week's newsletter contains something special—the very first summary of a Monetize! presentation (including a clip from an exclusive backstage interview 🤩).   The full agenda for this week:   📊 One big question: New data insights from last week 🧠 Standing out: Most CX programs fail and we want to change that 💡 Top reads: What we’re thinking about this week 🎥 Sneak preview: A video from Monetize! 🎵 Something for your ears: What we're listening to this week   We hope you have a lovely rest of the week!   —Ben & the CG team       📊 One big question—data of the week   Question of the week: “Do you currently have a process of activating Promoters?"   The results: 83.3% said "No". If you answer 'no', you're in luck because we're creating a guide for you in the coming weeks!   Please take 5 seconds to answer this week's question here to improve the sample size for next week!   🧠 Standing out in CX   One of the reasons our customers tell us we stand out is that we help them focus on revenue growth and, therefore, actually get an ROI from their experience program.   Naming no names, but most experience platforms are effectively general-purpose survey tools. They'll willingly support you in setting up and spraying out surveys from every department and will sit back and collect the additional $ per user this model allows.   Honestly, this is why most CX programs fail. After the initial sign-up and survey blast, you're left on your own to figure out how to use feedback to make a difference. When the budget crunch comes along, the ROI question is pretty hard to defend.   We take a different approach entirely. 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).   We teach our clients that the Net Promoter Score itself doesn't matter all that much. But, it's a useful measurement tool because it helps categorize customer accounts into four buckets: Promoters, Detractors, Passives, and Non-respondents.   It's important that you are able to categorize every customer account. Each bucket has a clear step-by-step playbook for what to do next to win more market share growth.   It's not all "tackle customer churn!"   We provide businesses with the tools they need to (1) protect existing revenue, (2) turn those accounts into happy, loyal customers, and (3) grow the revenue coming from those accounts via upsell and referrals.   Everything from our experience management framework to our brand-new Earned Growth feature is geared toward one thing: building an experience program that drives revenue growth.   That's why we stand out in CX.   💡 What we’re thinking about In our recent article on experience management frameworks, we reintroduced our Account Experience™ methodology for B2B experience. The decision tree (pictured above) helps you decide which area you need to focus on right now: Measure, Act, or Grow.   More must-reads How Coca-Cola HBC is breaking down internal silos with NPS: “It’s easy to enter into a competition, and we did not want to position this as one. We wanted leaders to embrace this all, to embrace the tool and see it as a cultural tool." Why CPG companies need a Net Promoter program: "In a recent roundtable hosted by CustomerGauge, leaders from Heineken, Coca-Cola HBC, and Anheuser-Busch told us how CX has become their new area of competitive advantage." 10 B2B customer retention strategies: "There are no excuses. Triple down on customer success, customer marketing, and customer happiness. \[Customers\] not only will stay a decade or longer. But they’ll likely grow 3x-10x in size. Almost like clockwork. No matter how big you get."  A great example of Earned Growth: "When one of your best customers takes time to show your product to colleagues in the industry. And invites you to help field questions."   Sneak preview: A short clip from the article "How Coca-Cola HBC is breaking down internal silos with NPS". This is the very first backstage interview from our annual conference in September 🎉   🎧 What we’re listening to in the office this week Bon Iver, Hey Ma: "Justin Vernon retreated to a cabin in Wisconsin during 2006 and he emerged from the isolation with an album -- For Emma, Forever Ago -- that became an indie folk touchstone."       CustomerGauge provides B2B experience management software to companies in complex industries CPG, Manufacturing, Logistics, and Technology. Interested in working with us? Just reply to this email. CustomerGauge, 200 Portland St, Boston, MA 02114, United States, +1-844-211-3932 Unsubscribe Manage preferences |
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