Customer experience strategy blog - NPS, customer loyalty, implmentation

February 5, 2018

Executive Sponsors and Project Sponsors – Teams you may want to implement

Maurice FitzGerald / Blog / Chief Customer Officer, customer culture, Customer Experience, Customers, CX, Executive Sponsors /

This is the third in a series of three articles on types of teams you may want to implement if you want to improve customer experience. This time I cover two types of executive ‘sponsors’: those for individual large customers, and project sponsors. Executive sponsors for strategic accounts A ‘strategic account’ is a customer who […]

January 27, 2018

Customer Advisory Boards – One of four types of team you may want to implement

Maurice FitzGerald / Blog / CAB, Customer Advisory Board, Customer Experience, Relationships, strategy /

Following on last week’s article about Customer Success teams, here are a few words about Customer Advisory Boards. If your business has some very large customers whose success depends on your products and services, Customer Advisory Boards can be a great help. ‘Very large’ means they spend at least $5 million annually with you. The […]

January 22, 2018

Customer Success Team – First of four types of team you may want to implement

Maurice FitzGerald / Blog / Chief Customer Officer, CSAT, customer culture, Customer Experience, Customer Success, strategy /

There are four types of teams you may want to implement to improve customer experience. I will cover the the membership and work of each in three blog posts. The teams are: Customer Success teams Customer Advisory Boards Executive Sponsors Project Sponsors This week, I cover Customer Success teams. Customer Success Customer Success teams started […]

January 15, 2018

The Net Promoter System® is defined and documented in one single way – Everything else is fake news

Maurice FitzGerald / Blog / Chief Customer Officer, Customer Experience, CX, Net Promoter System, NPS /

I have been trying to work out why most Net Promoter System implementation I see are missing even some basic things. I believe I have found a new way of thinking about the problem. The relationship between countries’ constitutions and the Net Promoter System Many countries have a constitution. The constitution is the fundamental law […]

January 8, 2018

Journey mapping – The Main Customer Experience Measurement and Improvement Systems – Part 7

Maurice FitzGerald / Blog / Customer Experience, Journey mapping, strategy /

This is the final article in a series of seven about CX measurement and improvement systems. I hope you have enjoyed them, and that you learned at least a little. This time I will cover journey mapping and make some suggestions about choosing the improvement system that best matches your needs. The journey mapping section […]

January 2, 2018

The main customer experience measurement and improvement systems – Part 6 – Proprietary systems

Maurice FitzGerald / Blog / Chief Customer Officer, Customer Experience, Proprietary systems, strategy, Surveys, Temkin Experience Rating /

Various consulting companies propose proprietary measurement systems. The Temkin Group, for example, has both the Temkin Loyalty Index and the Temkin Experience Rating. They are useful examples as they both have one thing in common with the systems proposed by other consulting companies: they are composite metrics, aggregating customer responses to multiple questions. Since they […]

December 29, 2017

Most-read articles in 2017

Maurice FitzGerald / Blog / Chief Customer Officer, CSAT, Customer Effort Score, Customer Experience, CX, Journey mapping, strategy, Surveys /

Greetings everyone, and my best wishes for a happy 2018! I started my website and blog on January 1st 2017. As this is my last message to you for this year, I thought I would let you know which of my blog posts and LinkedIn articles have been read and shared the most. If you […]

December 25, 2017

The main customer experience measurement and improvement systems – Part 5 – The Wallet Allocation Rule

Maurice FitzGerald / Blog / Customer Experience, Net Promoter System, NPS, strategy, Surveys, Wallet Allocation Rule /

Authors Keiningham, Aksoy, Williams and Buoye describe the system in the book of the same name. Its focus is a composite metric that combines the list of brands that a customer thinks of and their relative satisfaction with the same brands. Their research on the metric is sound and predicts share of wallet well in […]

December 18, 2017

The main customer experience measurement and improvement systems – Part 4 – The Net Promoter System®

Maurice FitzGerald / Blog /

Fred Reichheld wrote his landmark article The One Number You Need to Grow and published it in the Harvard Business Review in December 2003. He had spent two years investigating customer loyalty research. What he found was surprising and counterintuitive, at least at the time. Answers to a single question predicted customer loyalty and therefore […]

December 11, 2017

The main customer experience measurement and improvement systems – Part 3 – Customer Effort Score

Maurice FitzGerald / Blog / Customer Effort Score, Customer Experience, Customers, Surveys /

The Customer Effort Score is the metric described in the excellent book The Effortless Experience by Dixon, Toman and Delisi. The primary focus is service-center work and the associated metrics. The authors present a compelling argument that what matters most for some customer interactions is how hard it is for the customers to get what […]