Customer experience strategy blog - NPS, customer loyalty, implmentation

June 20, 2017

Customer relationship research / surveys – Third of three articles

Maurice FitzGerald / 0 Comments / Blog / Customer Experience, Relationships, Surveys /

This is the third and final article in my series on deep relationship research, particularly for B2B. You can find the first article here, and last week’s article here. The main topic this time is how to overcome objections to the process from within your own company. I conclude with some advice about relationship research […]

June 13, 2017

Customer relationship research / surveys for B2B – Second of three articles

Maurice FitzGerald / 2 Comments / Blog /

This article follows on from last week’s on the same general topic. I covered the nature of the research and the complexity of typical B2B relationships with large companies last time. This week I want to talk about who should be interviewed, who should do the interviewing, and suggest a few different interview formats. All […]

June 8, 2017

Why I became disloyal to Tropicana – A story about brand image

Maurice FitzGerald / 0 Comments / Blog / brand image, Customer Experience, loyalty, Tropicana /

I have been fiercely loyal to Tropicana since late 2005. At that time, I attended the Creating Breakthrough Strategy course at Columbia. One of the lecturers was Willie Pietersen, a person I admire greatly. He is the author of Strategic Learning and runs an influential think tank. I found his course intensely practical, probably because he had been […]

June 6, 2017

Customer relationship research / surveys for B2B – First of three articles

Maurice FitzGerald / 0 Comments / Blog / Customer Experience, Relationships, Surveys /

In almost all B2B situations, you have a relatively small number of customers that provide the majority of your revenue. For many companies, it is not the old 80:20 rule, or even a 90:10 rule, but more of a 99:1 rule, or even 999:1. If you have a ‘strategic account’ team or something similar, you […]

May 30, 2017

Win-Loss analysis – Here is a method that works

Maurice FitzGerald / 0 Comments / Blog /

One of your sales teams is celebrating! They just won a big deal they have been working on for the last four months. Another team has lost a similar deal and wonders why. Why did one win and the other lose? What can you learn to improve the chances of winning the next time? These are […]

May 23, 2017

The starting point in any strategy: Situation Analysis

Maurice FitzGerald / 0 Comments / Blog, 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 […]

May 16, 2017

More thoughts on the role and team of the Chief Customer Officer or customer experience leader

Maurice FitzGerald / 0 Comments / Blog, NPS / Chief Customer Officer, Customer Experience, strategy /

Thank you for the feedback on my first post on how to think about the work of the Chief Customer Officer or customer experience leader. I realize the majority of readers will see this by clicking on a LinkedIn link, rather than going directly to my website. One comment included links to useful articles on […]

May 9, 2017

Here is how to think about the work of the customer experience leader or Chief Customer Officer

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

I would like to propose a way of thinking about the work of the customer experience leader. It has four elements: Core work Supporting work Coordinating work Strategic work Introduction Here is a way of thinking about the work of the customer experience leader, whether they are called the Chief Customer Officer or something else. […]

Richard Branson helping Virgin customers

May 2, 2017

Virgin Atlantic and how to over-recover Detractors

Maurice FitzGerald / 3 Comments / Blog /

All of this talk about the United Airlines customer experience fiasco reminded me of the opposite experience Virgin once gave a colleague… Don’t be afraid to over-recover Detractors When I joined the Digital Equipment Corporation (DEC) Software Product Group at the European HQ in Geneva, we had to travel regularly to Boston. There were no […]

April 26, 2017

I suppose it all started in a bathtub in 1981

Maurice FitzGerald / 0 Comments / Blog /

I suppose it all started in a bathtub in 1981. I was working for the Wrangler jeans company in Paris. My boss was in his bathtub. (I hasten to add that I was not present at the time.) We had a line of ‘shrink to fit’ jeans. The idea was that you would get into a […]