Customer experience strategy blog - NPS, customer loyalty, implmentation

July 16, 2018

The lower your prices, the happier your customers will be… right? (Not really!)

Maurice FitzGerald / 0 Comments / Behavioral economics, Blog, Strategy / Behavioral economics, Customer Experience, Dan Ariely, HP, Pricing /

One personal story I found myself in charge of pricing software services for Europe at DEC. Customers had fewer problems with the more recent versions of our software, and we wanted them to update. First, we implemented a policy saying that once the software was two versions old, we would not support it anymore. That […]

July 2, 2018

Suggested method for choosing your strategy from a list of proposals

Maurice FitzGerald / 0 Comments / Blog, Strategic initiatives, Strategy / decision-making, Decisions, Strategic initiatives, strategy /

Once you have a set of insights about customers, competitors, your industry, the external environment and you ability to implement, the next step is to decide what you are going to do about it. Ideally, the choices will be a collective proposal from the entire team that did the situation analysis. There is a human-nature […]

June 25, 2018

How demographics affect customer experience research – You should expect surprises

Maurice FitzGerald / 0 Comments / Blog, NPS, Strategy / Customer Experience, CX, Demographics, Net Promoter System, NPS, strategy, student survey, Surveys /

It is tempting to keep feedback requests very short to improve completion rates and avoid wasting customers’ time. However, I have yet to see research where demographics did not make a difference. Sometimes the differences are surprising. What we mean by ‘demographics’ Demographic information is that which you use to categorize responses. Of course you […]

June 12, 2018

Improving response rates to survey requests sent by email

Maurice FitzGerald / 0 Comments / Blog, NPS / Customer Experience, CX, email, NPS, response rates, Surveys /

Way back in October last year I blogged about using direct marketing techniques to improve response rates to surveys. (You can find that blog here.) I would like to add some points that are specifically about survey requests sent by email. Here are five things you can do, in priority sequence. If you have other […]

May 30, 2018

How I got my two biggest promotions: True Stories

Maurice FitzGerald / 0 Comments / Blog / Francesco Serafini, Job interview, Promotion, Software /

I was speaking to a business school student recently. She asked me about how I managed to get promoted during my career. That got me thinking… Luck and hard work I retired two years ago. My most significant promotions were at Digital Equipment Corporation in 1989, and at HP in 2005. I attribute the first […]

May 14, 2018

A legendary Mark Hurd speech to HP employees in Israel

Maurice FitzGerald / 0 Comments / Blog, Cost / Cost reduction, EDS, Mark Hurd, Oracle /

Mark Hurd is CEO of Oracle, and was CEO of HP before that. While at HP, he made many speeches about cost. His general philosophy was best illustrated by my favorite event, an all-employee meeting he hosted when visiting Israel. [Special request to those who have bought the print version of Customer-Centric Cost Reduction: Please read […]

May 1, 2018

The start of a long story: How I learned about ‘customer-centric cost reduction’.

Maurice FitzGerald / 0 Comments / Blog, Cost, Cost reduction, Strategic initiatives, Strategy / Customer Experience, Net Promoter System, NPS, Relationships /

Such a contrast I was looking out my office window near Charles de Gaulle airport in 1982. The phone rang just as I was watching Concorde take off on its daily flight to New York. In hindsight, the contrast was complete. The roar of the afterburners was the symbol of no-expense-spared extravagance. The phone call […]

April 17, 2018

How do you know whether your latest relationship survey score is better than your last one?

Maurice FitzGerald / 0 Comments / B2B, Blog, NPS / Customer Experience, Net Promoter System, NPS, Relationships /

This is not a stupid question! Last week I had the pleasure of speaking to an LA-based reader and head of customer experience for a very large company. He was one of the early readers of our book Net Promoter – Implement the System. He has a great understanding of the different types of customer research. […]

April 4, 2018

Useful if you have no NPS® benchmarks for your company – Please help me to improve this ACSI to NPS converter

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

As many of you know, public competitive NPS benchmarks are exceedingly rare. The only large-scale public customer satisfaction data I know of is the American Customer Satisfaction Index. So… the question I asked myself is whether it would be better than nothing to design a method of converting an ACSI score into an NPS number. […]

March 21, 2018

Yet more reflections on why corporate cost benchmarking is often evil and destructive

Maurice FitzGerald / 0 Comments / Blog, Cost, Strategy / Benchmarking, Cost, cost cutting, Customer Experience, strategy /

Regular readers will know that I am not a fan of cost benchmarking. The reason is simple. I think it is almost always misused, sometimes producing disastrous results. The primary reason for the misuse is clear: the belief that lower costs are always better. New examples all the time Bad implementations are common. I have […]