Customer experience strategy blog - NPS, customer loyalty, implmentation

October 16, 2017

Use direct marketing techniques to improve survey response rates

Maurice FitzGerald / 0 Comments / Blog / Customer Experience, Net Promoter System, response rates, Surveys /

Like most people, I receive lots of survey requests by email. Unlike most people, I don’t just delete them all. I want to learn. What I usually learn is that most survey designers don’t understand even the most basic direct marketing techniques. Here are some that you may want to consider. Direct marketing reference source […]

October 9, 2017

Can you cut your way to greatness? Yes, providing you only mean great for shareholders

Maurice FitzGerald / 0 Comments / Blog / Cost, cost cutting, efficiency, overhead, savings /

As a retired HP person, I have been reflecting on ‘cutting your way to greatness’. There are not too many examples of success. Let’s look at one example, then suggest a more balanced approach. Yahoo Consider Marissa Mayer’s term at Yahoo. Consider the various stakeholders and whether it was good for each of them: Customers: […]

October 2, 2017

You don’t need a customer experience strategy – You already know what to do (A modern fairy tale for CX day)

Maurice FitzGerald / 0 Comments / Blog /

Don’t bother wasting time developing a customer experience strategy. You already know what to do! Well, most of us think we do. Including me. We all have lots of ideas that will make customers happier. Let’s just implement them. That should save a lot of time. Right? And now… a bedtime fairy tale about how […]

September 28, 2017

A Modern Fairy Tale (Part 4 of 4) – You don’t need a customer experience strategy – You already know what to do

Maurice FitzGerald / 1 Comment / Blog / Beatles, Customer Experience, George Harrison, John Lennon, Paul McCartney, Ringo Starr, strategy /

(Parts 1, 2 and 3 are here, here and here.) [The big day has arrived…] Yes, this is it. My big day has arrived. Why do I have a feeling of ‘It’s either death or glory’? I feel ready. I have rehearsed about a dozen times. [Waiting outside the conference room…] I can hear them […]

September 26, 2017

A Modern Fairy Tale (Part 3) – You don’t need a customer experience strategy. You already know what to do

Maurice FitzGerald / 0 Comments / Blog / Customer Experience, Net Promoter System, strategy, Surveys /

You can find parts 1 and 2 here and here. [Several days later…] OK, I finally got up my courage and asked George out yesterday evening. It was a bit odd and I am not sure I like him all that much, after all. He said we could make beautiful music together, but I am […]

September 19, 2017

A modern fairy tale (continued) – You don’t need a customer experience strategy – you already know what to do (Part 2)

Maurice FitzGerald / 0 Comments / Blog / Customer Experience, strategy /

The first part of this modern fairy tale can be found here. Continuing the story of what happens when you don’t bother with a customer experience strategy. (Because you already know what to do.) [Reflections in the middle of the night…] I can’t say I had a good day. Our CEO (John) wants me to […]

September 18, 2017

For CX Day: How YOU can build a customer-centric culture in your company

Maurice FitzGerald / 0 Comments / Blog / Chief Customer Officer, customer culture, Customer Experience, strategy, Surveys /

Your CEO keeps saying customers are important. Your own business leader says the same thing. So does your manager. So why do you still think this is just ‘lip service’ and that nobody really cares? I can suggest several reasons, and some practical steps you may want to take to improve things. In any company, […]

September 12, 2017

A modern fairy tale – You don’t need a customer experience strategy – you already know what to do (Part 1)

Maurice FitzGerald / 0 Comments / Blog / Customer Experience, strategy /

Don’t bother with a customer experience strategy. You already know what to do. Well, most of us think we do. Including me. We all have lots of ideas that will make customers happier. Let’s just implement them. That should save a lot of time. Right? And now… a bedtime story about how that is likely […]

August 30, 2017

Use emotion and ‘identifiable victims’ in customer experience reporting

Maurice FitzGerald / 0 Comments / Blog /

No strategy is worthwhile and no project is worth doing if you cannot communicate it effectively. Once the communication is about how your customers and partners feel about your company, intuition and emotion enter into play. Let’s start with two suggestions. The first is on how to use color-coding of numbers to achieve what you […]

Levels of sophistication of text analysis

August 21, 2017

Net Promoter Open Question Analysis – Survey Results

Maurice FitzGerald / 0 Comments / Blog /

Thanks to those who have taken the survey on analysis of open-ended questions. I would like to summarize what I have seen, provide a link to the results, and invite anyone who wishes to do so to analyze the answers to the open-ended questions. Summary of answers received so far: In round terms, a quarter […]