Customer experience strategy blog - NPS, customer loyalty, implmentation

December 6, 2017

The main customer experience measurement and improvement systems – Part 2 – CSAT / Customer Satisfaction

Maurice FitzGerald / Blog / CSAT, Customer Experience, Customer Satisfaction, Surveys /

When you are asked to rate your ‘overall satisfaction’ with something, you have entered the Customer Satisfaction rating system. The most common way of doing this is to ask you to rate satisfaction on a scale from 1 to 5, where 5 means ‘extremely satisfied’. There is a minor challenge in the rating scale, as […]

November 28, 2017

The main customer experience measurement and improvement systems – Part 1 – Smiley Buttons

Maurice FitzGerald / Blog / Customer Experience, Smiley Buttons, Surveys /

There are quite a number of customer experience measurement and improvement systems in use around the world. They are not all equal. This post is the first in a series that covers some of the most common ones. Some consulting companies offer proprietary systems, and I will cover their main measurement principle. There are wide […]

November 20, 2017

What B2B customers and resellers want – A perspective that goes beyond research

Maurice FitzGerald / Blog / B2B, Behavioral economics, Chief Customer Officer, Customer Experience, Relationships, strategy /

While I have been pushing a scientific approach to building and implementing a customer experience strategy for a long time, let’s put that aside for a moment. After working in this area since 1981, there are a few things I believe are high priorities for most B2B customers. You probably won’t discover some of these […]

November 8, 2017

OK, so I have my NPS or CSAT score. Is it good or bad?

Maurice FitzGerald / Blog / ACSI, Customer Experience, Net Promoter System, NPS, Temkin /

“OK, I have my NPS number. Is it good or bad?” There are two parts to the answer. First, the score does not tell you much on its own. The reasons customers give for the scores and what they want you to improve are more important. Second, the absolute score number is meaningless. What matters […]

October 28, 2017

Behavioral Economics and Smoking for 11-year-olds

Maurice FitzGerald / Blog / Behavioral economics, Customer Experience, smoking /

OK, this is going to seem like an odd story. Please bear with me for a minute, and you will see why it is relevant to customer strategy. I was 11 years old Freshly arrived in Seattle, I was in the 7th grade at Morgan Junior High. It was 1966. Yes, I was the youngest […]

October 25, 2017

Here is how to avoid getting a ‘Yes’ for your project, but without the people and other resources you need…

Maurice FitzGerald / Blog /

It’s probably one of the worst possible situations to be in. You prepare for days, weeks or months. You make a fabulous project proposal to your leadership team. You get it approved in the meeting. You show up to work the next day and realize that you have to start from scratch again to hire […]

October 16, 2017

Use direct marketing techniques to improve survey response rates

Maurice FitzGerald / Blog / Customer Experience, Net Promoter System, response rates, Surveys /

Like most people, I receive lots of survey requests by email. Unlike most people, I don’t just delete them all. I want to learn. What I usually learn is that most survey designers don’t understand even the most basic direct marketing techniques. Here are some that you may want to consider. Direct marketing reference source […]

October 9, 2017

Can you cut your way to greatness? Yes, providing you only mean great for shareholders

Maurice FitzGerald / Blog / Cost, cost cutting, efficiency, overhead, savings /

As a retired HP person, I have been reflecting on ‘cutting your way to greatness’. There are not too many examples of success. Let’s look at one example, then suggest a more balanced approach. Yahoo Consider Marissa Mayer’s term at Yahoo. Consider the various stakeholders and whether it was good for each of them: Customers: […]

October 2, 2017

You don’t need a customer experience strategy – You already know what to do (A modern fairy tale for CX day)

Maurice FitzGerald / Blog /

Don’t bother wasting time developing 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 make customers happier. Let’s just implement them. That should save a lot of time. Right? And now… a bedtime fairy tale about how […]

September 28, 2017

A Modern Fairy Tale (Part 4 of 4) – You don’t need a customer experience strategy – You already know what to do

Maurice FitzGerald / Blog / Beatles, Customer Experience, George Harrison, John Lennon, Paul McCartney, Ringo Starr, strategy /

(Parts 1, 2 and 3 are here, here and here.) [The big day has arrived…] Yes, this is it. My big day has arrived. Why do I have a feeling of ‘It’s either death or glory’? I feel ready. I have rehearsed about a dozen times. [Waiting outside the conference room…] I can hear them […]