Knowing your clients is a very g$$d idea
Here’s the latest evidence that gathering and using client feedback regularly is a very g$$d idea in professional services. Last month...
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Grant Hollings
Nov 21, 2018
Your client database: A valuable asset
Make your client database a real asset Make your client database a real asset reminds us that, while it’s not found on your balance...
Grant Hollings
Mar 17, 2017
Excellent market research starts with a great brief
The best market research starts with a clear brief. My post aims to help you, the client, write just such a brief. When you prepare a...
Grant Hollings
Oct 27, 2016
Transactional versus relationship NPS surveys: Why the difference matters
This post examines the difference between relationship and transactional surveys. My purpose is to give those interested in the research...
Grant Hollings
Jul 12, 2016
Is yours big enough?
This blog was prompted by a question and comment from a client, who asked “Given we provided a database of 6,320 contacts, and you...
Grant Hollings
Apr 22, 2016
The NPS is no panacea for understanding client loyalty, but...
In thinking about NPS, I usually focus on two things: Its distinctive formula of: NPS = Promoters – Detractors, and The originators'...
George Beaton
Nov 6, 2013
Benchmarking pays when used strategically
It's not uncommon for prospective subscribers to the Beaton Benchmarks to inquire whether and in what ways benchmarking pays. In other...
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