October 9, 2018

How do you measure success for each of your account managers?  If you’re like most companies, you likely rely heavily on account retention statistics, supervisor feedback, or simply a lack of customer complaints.  While these measures provide some level of insight, they are often subjective and based on the dangerous assumption that clients who aren’t com...

October 9, 2018

How do you gather information on client satisfaction?  If you’re like thousands of other businesses, your key account managers or executives periodically touch base with major accounts to ask the question.  This is the simplest form of using a sample size of oneto gain insights into customer sentiment, but this manual, and often subjective method for gath...

October 9, 2018

Are you seeing a gap between your Net Promoter Score (NPS) and your actual business performance?  Do you believe you understand your business customers’ or consumers’ feelings toward your company, but still see high churn rates

You’re not alone.  Increasingly, organizations are discovering that their NPS indices are not reliable indicators of whether their...

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