Customer experience strategy blog - NPS, customer loyalty, implmentation

April 17, 2018

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

Maurice FitzGerald / 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 / 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 / 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 […]

March 14, 2018

Employees love these companies, and customers hate them… and vice-versa

Maurice FitzGerald / Blog / ACSI, CSAT, customer culture, Customer Experience, employee satisfaction, Glassdoor /

My research this month and a year ago has established that there is little or no relationship between employee and customer satisfaction. The full article with the latest results is here. Like last time, the research has shown that there are some companies that combine the best and the worst. I have identified the companies […]

March 13, 2018

The large US businesses with the best and worst customer and employee satisfaction

Maurice FitzGerald / Blog / ACSI, CSAT, customer culture, Customer Experience, Customers, CX, strategy /

As explained in my last article here, I have completed my second annual study of the relationship between employee and customer satisfaction for large US companies that sell to consumers. The results confirmed my conclusion that there is almost no relationship between the two for most businesses. The study also allowed me to understand which […]

March 8, 2018

Short update on last year’s research: There is almost no relationship between employee and customer satisfaction

Maurice FitzGerald / Blog / ACSI, customer culture, Customer Experience, Customers, CX, Glassdoor, strategy /

This article is intended for readers who remember last year’s article or have read the corresponding chapter in our book Customer Experience Strategy – Design and Implementation. It will be difficult to understand without the context provided by the longer article. The full post is here. Summary The 2018 study confirms the 2017 finding that there […]

March 7, 2018

New data: Does employee satisfaction drive customer satisfaction? Not really!

Maurice FitzGerald / Blog, Strategy / ACSI, customer culture, Customer Experience, CX, employee satisfaction, Glassdoor, strategy /

This article is an updated version of what I wrote on the same subject a year ago. For those who remember that post, or already understand the background and references to other research on the topic, I have written a simple summary that you can find here. I don’t believe it will be possible to […]

February 26, 2018

Sometimes the best process is no process at all

Maurice FitzGerald / Blog, Cost, Cost reduction / Cost, cost cutting, customer culture, Lean Six Sigma, process improvement, travel approval /

Continuous improvement is a common catchphrase. It is easy to believe that making every existing process more efficient should be the focus. But what about eliminating the processes altogether? HP Lean Six Sigma training My team was responsible for the formal regional Lean Six Sigma process improvement training at HP. Like many large companies, we […]

February 19, 2018

Choosing a benchmark research provider for NPS, CSAT or any other customer experience metrics

Maurice FitzGerald / Blog, NPS / Bain, benchmarks, Net Promoter System, NPS, research, Surveys, Temkin /

I am trying to form my thoughts about what criteria are reasonable when deciding on a benchmark research provider. My current thinking is below. I welcome your additions and corrections. What is benchmark research? According to the Merriam-Webster dictionary, a benchmark is ‘something that serves as a standard by which others may be measured or judged’. […]

February 13, 2018

Valentine’s Day classic blog – How to stay married – to your customers of course!

Maurice FitzGerald / Blog, NPS / customer culture, Customer Experience, Net Promoter System, NPS, Relationships, strategy /

It was Valentine’s Day a few years ago, and I was puzzled by the results of some HP customer experience research. The data source and volume were impeccable. However, the results seemed to prove something that differed from everything that I had learned about customer improvement work. Putting the data and the date together caused […]