Customer experience strategy blog - NPS, customer loyalty, implmentation

May 24, 2019

NPS (3) – Net Promoter System Framework, ensuring metric is trusted

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Net Promoter System, NPS, Strategic initiatives, Strategy / Bain, Chief Customer Officer, Customer Experience, CX, Net Promoter System, NPS, Satmetrix, strategy /

The NPS metric is just one part of a much larger system. The Bain & Company Net Promoter System Framework has five elements, as shown in the diagram at the top of this article. It comes from the Bain www.netpromotersystem.com website. The website describes the elements in some detail. This book discusses how to implement […]

May 18, 2019

NPS (2) – Basics and history of the Net Promoter Score and System

This series supposes the reader is already familiar with the basics of the Net Promoter System, and ideally has read The Ultimate Question 2.0 by Fred Reichheld and Rob Markey. There is quite a lot of mis-information about what they wrote. Some comes from people who have not read the book. Some comes from people […]

News flash: Survey giver actually responds to survey taker!

May 17, 2019

NPS (1) – Do you really need a customer experience measurement and improvement system?

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Net Promoter System, NPS, Strategic initiatives, Strategy / Chief Customer Officer, Customer Experience, CX, Net Promoter System, NPS, strategy /

This is the first in a series of blog posts about implementing the Net Promoter System. The Net Promoter System®[1] is the most widely adopted system for managing customer feedback and improvement. It is used around the world and works well in all cultures and languages. Like most management systems, it has advantages and disadvantages. […]

May 5, 2019

Useful if you have no NPS® benchmarks for your company – 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 two years ago is whether it would be better than nothing to design a method of converting an ACSI score into an […]

April 23, 2019

Can we, should we reverse-engineer customer experience strategy for speed and effectiveness?

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Strategic initiatives, Strategy / Customer Experience, CX, Metrics, NPS, project management, Sponsorship, strategy, Surveys /

As regular readers will know, I have been quite frustrated by the focus customer experience professionals place on metrics. Your primary focus should be on designing and implementing improvement projects, not on measurement. In that context, I would like to suggest a strategy development architecture that emphasizes that point and prioritises speed over precision. First […]

April 4, 2019

Is the Net Promoter Score (NPS) dead?

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, NPS, Strategic initiatives / CSAT, Customer Experience, CX, Metrics, NPS, Surveys /

The Net Promoter Score is dead! Or are the reports on NPS simply fake news? Well, the image at the top of the article shows what I found with a simple Google search. So… is the Net Promoter Score dead? Here are the views of two important people: And of course this well-known quote: […]

April 1, 2019

Here is why the European Commission fined Google $2.7B and $1.7B, and how it could all have been avoided

Maurice FitzGerald / 0 Comments / Blog /

Quite a lot has been written about the $2.7 billion fine levied on Google in the case about comparison shopping sites. Much of what has been written is simply wrong. The new $1.7 billion fine for AdSense is similar from a legal perspective. Here is how to think about this type of competition law case, […]

March 20, 2019

Answers to two questions from new Customer Experience leaders: Where do I start, and to whom should I report?

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Strategic initiatives / CSAT, Customer Experience, CX, Metrics, NPS, strategy, Surveys /

I attended and spoke at the CustomerGauge Monetize! event in central Amsterdam last week. It was fabulous event, held in a theatre that has been created in an old church building. I was able to socialize extensively with the attendees, the speakers, and various people from the CustomerGauge team. I found my interactions with their […]

March 7, 2019

The best and worst of customer and employee satisfaction (Part two in a two-part series)

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Employee Satisfaction / ACSI, Customer Satisfaction, employee satisfaction, Glassdoor /

And here is today’s Fake News (though the quotes are real): “Our core values: … Put the customer first…” – Frontier Communications website “We take pride in knowing how to take care of you.” – Message to potential employees on the State Farm website “Our team members are the key to our success. Whether they […]

March 6, 2019

Do happy employees bring you happy customers? (Answer: In general – No!)

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Employee Satisfaction / ACSI, Customer Satisfaction, employee satisfaction, Glassdoor /

“Everybody knows that happy employees make happy customers.” “Satisfied employees are the single most important driver of customer satisfaction.” In reality, I don’t believe employee satisfaction even makes the top three for most businesses. And I think I can prove it. This is the third year in a row that I have studied the relationship […]