Skip To Main Content
Stu Sjouwerman on Muck Rack

Stu Sjouwerman

As seen in: LinkedIn, Business Insider, Forbes, Newsweek, Entrepreneur, Fast Company, Flipboard, Inc., International Business Times (U.S.), The Next Web and
Is this you? As a journalist, you can create a free Muck Rack account to customize your profile, list your contact preferences, and upload a portfolio of your best work. Claim your profile

Get in touch with Stu

Contact Stu, search articles and posts on X, monitor coverage, and track replies from one place.

Learn more about Muck Rack

Actions

Share this page

Is this you?

As a journalist, you can create a free Muck Rack account to customize your profile, list your contact preferences, and upload a portfolio of your best work.
Claim your profile

Articles

​Your NPS Score Is Not The Problem—Your NPS Program Is

|
By Stu Sjouwerman
| Forbes Verified
Stu Sjouwerman is co-founder and CEO of ReadingMinds, a pioneering AI-moderated interview platform for conducting sentiment analysis. There’s one very simple metric that companies use to learn about customer loyalty. It emerged from a concept put forward by Frederick Reichheld in his 2003 Harvard Business Review article, “The One Number You Need to Grow.” A partner at Bain & Company at the time, Reichheld believed that customer satisfaction surveys conducted were too complex.
Open in Who Shared Issue with article?

​Are You Realizing The Power Of Your Archived Customer Data?

|
By Stu Sjouwerman
| Forbes Verified
Stu Sjouwerman is co-founder and CEO of ReadingMinds, a pioneering AI-moderated interview platform for conducting sentiment analysis. "There’s gold in them thar hills!" is an apocryphal cry generally tied to the old frontier gold rush and sometimes attributed to Mark Twain’s 1892 novel The American Claimant. That gold rush is long over, but there’s a new kind of gold ready to be mined today: customer data.
Open in Who Shared Issue with article?

What Your CRM Misses About Customer Intent

|
By Stu Sjouwerman
| Total Retail Verified
I had an account that looked promising, sitting at a 91 percent close probability in our CRM. To lock up the deal quickly, I offered the client a 10 percent renewal discount. To my surprise, the deal went south. I pulled up the recording of our last call to see what I had missed. Listening back, I heard it immediately: long pauses, impatient one-word answers, a lack of real engagement. These notes never made it into the CRM.
Open in Who Shared Issue with article?
See all 1,253 licensed articles (1,267 Total)