If you are regularly performing a Net Promoter Score® survey, you already know and are reaping the benefits.  What’s surprising to me are th

Each week, Butler Street Research receives survey responses on behalf of our clients using the Net Promoter Score and specific follow-up que

Whether you are an account representative, a regional manager, a vice president of sales, or the company owner, this is the nightmare that c

In our experience, those that do generally achieve higher growth, enjoy more profitable business, and have a lower risk of account defection

Here is what a few of our winners had to say about their experience using NPS and what they have or are achieving as a result!

All three companies failed because they forgot what business they were in. Blockbuster thought they were in the video business. Blackberry

5 Steps to Identify your Moments of Truth and Impress your Clients On recent surveys performed on behalf of Butler Street Research clients, key contacts within their existing customers provided insights about recent positive and negative experiences with their company. Everyone, including me, was excited to see the raving testimonials from their clients about the great service they received from them. It was a little harder to swallow the feedback from those that didn't. So

All indications are that 2016 will be a strong year for Mergers and Acquisitions. Last week, I had a chance to spend time with Investment Banker, Mark Herbick. Mark defines Business Optimization as “the process of making a business as efficient, effective, and profitable as possible”. In the world of M & A, the more optimally you present your business the more value your company has, increasing your opportunity to attract the right pool of buyers at a higher M & A valuation.

By Mike Jacoutot, Managing Partner Loyalty. It is want we want in all relationships, right? Client relationships are no different. When we consider the time, effort and overall cost to acquire a customer, one of the most important things we can do is to measure their loyalty on a regular basis. Introduced in 2006, by Fred Reichheld in his book “The Ultimate Question,” the Net Promoter Score (NPS) has become the de facto standard for measuring loyalty for the best companie