#32 – Writing for Customer Experience Day on October 3rd


Welcome to the 32nd edition of my customer strategy newsletter. The five topics this week are:

  1. Writing some blog posts for ‘CX Day’
  2. LinkedIn NPS Forum update 
  3. Latest blog posts
  4. Notable items from other sites
  5. Looking forward

Writing blog posts for ‘Customer Experience Day’

Jeanne Bliss and Bruce Temkin founded the Customer Experience Professionals Association in 2011. In addition to their excellent certification work, they promote worldwide Customer Experience Day each year. This year it falls on October 3rd.

I have started to write a series of posts that you may find useful on that day. The first three are in the ‘Our latest blog posts’ section below. I have tried to write them in a style that does not require any prior knowledge of customer experience work, and that should be entertaining to your friends and colleagues who work in other professional areas. If you like any of the posts, I suggest linking to them in any message you send out for CX day.

The writing style is quite different to what I have used up to now, especially for the ‘fairy tale’ articles. It is an experiment, and I hope you enjoy it. Feel free to let me know either way.

Update on the LinkedIn Net Promoter System (NPS) Forum

Last week I mentioned that I have been pushed out of the main LinkedIn NPS group. I still don’t know why, as the owner is not terribly communicative. Thanks to those who have written to me with suggestions so far. I learned that a number of other significant NPS professionals were excluded at the same time. At the moment, I am just remaining passive about the subject. Your recommendations and possible explanations are still welcome. If you have any, just write to me at  mfg@customerstrategy.net. While I could start a new group under the old name, that is not really ideal. I think it would take a long time to build it up enough to be interesting.


Our latest blog posts

Here are the latest posts. As mentioned above, all of these are in a new writing style and intended for you to use for CX Day on October 3rd. The ‘fairy tale’ articles are going somewhere. See if you can work out who the narrator might be, and potential themes for the presentation to the CEO. Older posts are still available on the blog page.

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

Continuing the story of what happens when you don’t bother with a customer experience strategy. (Because you already know what do to.) The narrator finally finds at least one person willing to help…

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

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’…

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

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 improve customer experience. Here is a story about how that all works.

Notable customer experience items from other sites

Business 2 Community: Leading indicators of customer churn, and what to do about it

I had not visited the Business 2 Community site in a while and just discovered this article on customer churn. While its focus is on SaaS, I believe it applies to many businesses that depend on subscriptions. One of the leading indicators they mention is ‘decreasing usage’, which is quite easy to see in SaaS, even though companies rarely react to it. Decreasing usage is a great leading indicator for gyms and fitness centers too. See what you think. You can find the article here.

Temkin Group research: 2017 B2B Tech Vendor NPS scores

I always find benchmark NPS results interesting, particularly for the indusutry in which I used to work. The link below is to a summary of the latest report. At least you can see the relative rankings and the top and bottom scores. You have to pay for the full report. The preview is here.


Looking forward

I need to finish the ‘Fairy tale’ blog series next week. Even I don’t know exactly what will happen next. I am also continuing my experiments with Amazon ads for our books, and considering whether I should offer an hourly phone/Skype-based consulting service. Opinions welcome.

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You can also email me, Maurice FitzGerald, at mfg@customerstrategy.net.

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