Customer experience strategy blog - NPS, customer loyalty, implmentation

March 2, 2020

The main customer experience measurement and improvement systems – Part 4 – The Net Promoter System®

Maurice FitzGerald / 0 Comments / Blog / CX, Net Promoter System, NPS /

Fred Reichheld wrote his landmark article The One Number You Need to Grow and published it in the Harvard Business Review in December 2003. He had spent two years investigating customer loyalty research. What he found was surprising and counterintuitive, at least at the time. Answers to a single question predicted customer loyalty and therefore […]

February 12, 2020

CX Strategy (8) – Measurement and improvement systems – Part 3 – Customer Effort Score

Maurice FitzGerald / 0 Comments / Blog, Customer experience / Customer Effort Score, Customer Experience, Customers, Surveys /

The Customer Effort Score is the metric described in the excellent book The Effortless Experience by Dixon, Toman and Delisi. The primary focus is service-center work and the associated metrics. The authors present a compelling argument that what matters most for some customer interactions is how hard it is for the customers to get what […]

February 10, 2020

CX Strategy (7) – Measurement and improvement systems – Part 2 – CSAT / Customer Satisfaction

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction / CSAT, Customer Experience, Customer Satisfaction, Surveys /

When you are asked to rate your ‘overall satisfaction’ with something, you have entered the Customer Satisfaction rating system. The most common way of doing this is to ask you to rate satisfaction on a scale from 1 to 5, where 5 means ‘extremely satisfied’. There is a minor challenge in the rating scale, as […]

January 24, 2020

CX Strategy (6) Measurement and improvement systems – Part 1 – Smiley Buttons

Maurice FitzGerald / 0 Comments / Blog, Customer experience / Customer Experience, Smiley Buttons, Surveys /

There are quite a number of customer experience measurement and improvement systems in use around the world. They are not all equal. This post is the first in a series that covers some of the most common ones. Some consulting companies offer proprietary systems, and I will cover their main measurement principle. There are wide […]

December 31, 2019

CX Strategy (5): Start with a Situation Analysis

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

Whether in business, the military, government or indeed non-profit organizations, the the first step in generating a strategy is a comprehensive analysis of your current situation. This is primarily focused on what is happening outside your company. For most companies, it should cover the six areas below and lead to deep strategic insights. ‘Insight’ is a […]

November 27, 2019

CX Strategy (4) – The dangers of ‘What you see is all there is’

Maurice FitzGerald / 0 Comments / Behavioral economics, Blog, Customer experience, Customer Satisfaction, Strategy / B2B, Customer Experience, CX, strategy /

Welcome to the fourth article in my series on how to develop and implement a customer experience strategy. You can find the previous articles in the series here. Before going into each step of the strategy development process, here is a special word about the data you use as a basis for your decisions. You […]

November 11, 2019

CX Strategy (3) – You need a strategy

Maurice FitzGerald / 0 Comments / Blog, Customer experience, Customer Satisfaction, Strategy / B2B, Customer Experience, CX, strategy /

Welcome to the third article in my series on how to develop and implement a customer experience strategy. You can find the previous articles in the series here. Why bother with strategy? The reason you need a strategy is simple: you do not have unlimited resources and never will. The word comes from the Greek […]

November 6, 2019

CX Strategy (2) – What makes B2B different?

Maurice FitzGerald / 0 Comments / Blog, Customer experience, Customer Satisfaction, Strategy / B2B, Customer Experience, CX, strategy /

Welcome to the second article in my series on how to develop and implement a customer experience strategy. This series is about customer experience in business-to-business (B2B) situations. Most of what you read elsewhere about customer experience is in the context of business-to-consumer and is not directly relevant. The reasons are the following: In B2B, […]

November 4, 2019

CX Strategy (1) – First in a series about how to develop and implement a customer experience strategy

Maurice FitzGerald / 0 Comments / Blog, Customer experience, Customer Satisfaction / Customer Experience, CX, strategy /

Welcome to the first article in my series on how to develop and implement a customer experience strategy. This series is about building and implementing a customer experience strategy in a business-to-business environment and in what I call ‘the real world’. The real world is one where people behave like human beings, and not as […]

October 20, 2019

NPS (37) – Where do I start? – Conclusion and quiz – 37th and final article in a series on the Net Promoter System®

Maurice FitzGerald / 0 Comments / Blog, Net Promoter System, NPS / Customer Experience, leadership commitment, Net Promoter System, NPS, strategy /

Welcome to the 37th article in my series on the Net Promoter Score and System. This is the last one in my extensive series based on my interpretation and use of the Bain Net Promoter System Framework. You can read all of the prior articles in the NPS series on our blog page here. Assessing […]