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NPS is a key Voice of the Customer metric - just don't use it alone

Tuesday 14 January 2020

Most B2C and many B2B organisations use the Net Promoter Score (NPS®) as a metric to understand customer loyalty and as a key part of a Voice of the Customer programme.

NPS is a powerful metric, and it's popularity lies in it's simplicity. Used alone, however, it Read More

Voice of the Customer Best Practice

Monday 13 January 2020

Bsquared specialises in helping B2B improve customer engagement and customer retention through the best use of Voice of the Customer. Here we share our views on VoC best practice.

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Voice of the Customer - key factors to ensure success

Friday 06 July 2018

Listening to your customers and using the feedback generated is essential to business success, so how do you make sure the your Voice of the Customer (VoC) activities will make a difference?

We looked at a recent report on the effectiveness of the Voice of the Customer by Read More

Making the most of the Voice of the Customer

Tuesday 12 June 2018

Knowing what your customers think and how they feel about you is a key factor in driving company success.

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Knowing me, knowing you - driving sales through customer engagement

Monday 19 March 2018

At it's simplest, customer engagement is about you knowing your customer and your customer knowing you and having a long, happy and mutually beneficial partnership. It's a bit like a marriage really.

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B2B Customer Surveys - how to nail them

Wednesday 22 November 2017

Are your Voice of the Customer activities falling short of the mark? Are they giving you the insights you suspect are out there? Or not? Are your customer satisfaction surveys giving you the information you need? Do you feel you are annoying your customers by asking them too many questions?

As a B2B company, you are likely to have many touchpoints within your customers - those who purchase your products, those who use them, the decision makers and the influencers. To get valid and useful Voice of the Customer data, who you target and how you approach them will vary depending on the objectives you set. Read More

Progress not perfection - striving for customer excellence

Friday 02 June 2017

A recent Accenture survey showed over 90% of B2B companies plan to increase spending on customer experience; 78% of those questioned believe it provides competitive advantage.

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The proof that the CEO is the key to successful customer engagement

Friday 07 April 2017

A CEO who instinctively considers the customer as part of their decision making processes will automatically lead a company to success. Customer engagement will be the key differentiator assuming, of course, all the other components are on track. This is something I have come to believe in strongly, based on my experience working with many organisations of various sizes over the years.

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Take some NPS, add some insight: a recipe for customer engagement success

Monday 16 January 2017

Is better customer engagement one of your resolutions for 2017?  If it is then what is the best recipe for success?

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The customer journey - why is it so important?

Wednesday 26 October 2016

Company success and growth now more than ever hinges around how a company deals with it's customers.

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