Beyond the Review
Catch up on the latest webinars, discussions and advice from Clientshare.
Listen to Clientshare's CEO, James Ward, discussing the global CX landscape with a focus on Business Reviews and the benefits they hold for large enterprise businesses. Or learn about the best ways to leverage CX, technology and AI to help your business.
Whether you're looking to improve your Customer Experience, understand more about customer sentiment or want to hear how others in your industry are tackling CX challenges, this podcast's for you.
All Episodes
NPS Best Practice: Why NPS and Business Reviews are stronger together
NPS is far more useful when it becomes part of the customer relationship, rather than a disconnected annual survey. This episode explores how embedding NPS into Business Reviews gives feedback context, brings the customer’s voice into performance discussions and creates a clear route from insight to action. We also look at why timing matters, how to respond when feedback is difficult and why NPS and Business Reviews are stronger together.
NPS Best Practice: From promoters to advocates - using NPS to grow accounts
In this episode of Beyond the Review, we dive deep into the transformative power of the Net Promoter Score (NPS) in B2B relationships. Join me as I explore how to shift your focus from merely identifying promoters to fostering genuine advocacy that propels growth. We’ll discuss how to leverage NPS not just as a sales trigger but as a tool to strengthen relationships, identify valuable advocates, and enhance upsell opportunities. I’ll also highlight the importance of understanding passives and detractors, revealing how addressing their feedback can unlock hidden potential for growth. Tune in to discover actionable insights that can reshape your approach to customer engagement and ensure your conversations are relevant and grounded in genuine customer experiences. Don't miss this opportunity to learn how to make NPS work harder for your business.
NPS Best Practice: Using NPS as an early-warning system for churn
In this episode of Beyond the Review, I delve into the intricate role of Net Promoter Score (NPS) as a powerful early-warning system for identifying customer churn in B2B relationships. Join me as we explore how NPS, often seen as a simple loyalty metric, can reveal deeper insights about customer sentiment and engagement. I discuss the importance of recognizing subtle shifts in stakeholder feedback and how these signals can prompt timely intervention before it's too late. By integrating NPS into regular client touchpoints, such as Quarterly Business Reviews (QBRs), suppliers can better understand customer health, identify potential risks, and act on feedback to enhance relationships. Tune in to learn how proactive NPS strategies can safeguard retention and foster stronger client partnerships.
NPS Best Practice: How senior leaders should be using NPS benchmarks
In this episode of Beyond the Review, we look at how senior leaders should use NPS benchmarks in B2B customer relationships. Benchmarks can provide valuable context, but they shouldn’t be treated as a simple pass or fail measure. We explore how leaders can look beyond the industry average, understand what sits behind the score and use benchmark insight to identify risk, guide better customer conversations and prioritise meaningful action across their accounts.