salesEQUITY Blog | Encompass-CX

    The Journey To Wow! The Customer Journey Map

    Author: Tom Cates On: December 15 Categories: customer experience No Comments

    Perceptions are Shaped by TouchPoints

    If I were to ask you to describe a Ferrari, what would you say? Sleek? Fast? Sexy? Stylish? Powerful? Red? Those are the adjectives most of us would use to...

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    Why Customer Experience Can't Get No Satisfaction

    Author: Tom Cates On: November 16 Categories: customer satisfaction No Comments

    And oh how it tries, but the customer experience can't get any satisfaction simply because the world lives for today. Meaning, we’re more concentrated on what’s happening right now versus what...

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    Customer Satisfaction Surveys Don't Have to Be Scary

    Author: Kelly Challenger On: October 31 Categories: customer feedback No Comments

    Why Engaging in a Customer Satisfaction Initiative Can Lead to Sustainable Growth

    I'm all for taking advantage of an occasion in order to make my point. (The Canadian in me refuses to refer to...

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    Is NPS The Answer To The Client Engagement Question?

    Author: Scott German On: October 19 Categories: customer loyalty 1 Comments

    NPS is marketed as a way to measure customer experience and predict future growth. Companies put a lot of resources into monitoring and improving their scores, hoping new customers and improved...

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    What is Sales Equity?

    Author: Tom Cates On: October 06 Categories: client engagement No Comments

    If you’ve been following us on LinkedIn or Twitter you would know salesEQUITY sponsored last week’s INBOUND Conference here in Boston. By and large the number one question asked was, “What is...

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    Why NPS Is Not An Indicator of Happy Clients

    Author: Tom Cates On: September 13 Categories: customer experience No Comments

    John Kelly, Managing Director at ADEPT Customer Experience, nails one of the biggest issues that Net Promoter Score (NPS) has, in his LinkedIn Pulse article. He simply states:

    The point then, is...

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    Client Engagement and the Marketing Super Hero

    Author: Kelly Challenger On: August 24 Categories: customer success No Comments

    Alignment is Key

    Very early in my career a good friend of mine gave me what was unbeknownst to him, an incredibly valuable piece of advice, if you’re going to be in marketing align yourself as...

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    5 Customer Retention Stats Businesses Keep Ignoring

    Author: Scott German On: August 17 Categories: customer experience 1 Comments

    Learning how to increase client engagement and build customer retention is a vital skill that all organizations should master. How client feedback data gets interpreted is different for everyone....

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    Run Your Sales Training Like An NFL Training Camp

    Author: Tom Cates On: August 10 Categories: sales management No Comments

    With fall right around the corner, and training camps in full swing, it's a football fan's favorite time of year: football watching and buffalo wing eating season! Still we can't help but think of...

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    Preparing The Next Generation of Buyers and Sellers

    Author: Scott German On: August 02 Categories: b2b sales and marketing No Comments

    As baby–boomers approach retirement age, the composition of America’s workforce will radically change and soon, as the next generation of buyers and sellers look to make their mark.

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