Customer experience strategy blog - NPS, customer loyalty, implmentation

September 26, 2017

A Modern Fairy Tale (Part 3) – You don’t need a customer experience strategy. You already know what to do

Maurice FitzGerald / Blog / Customer Experience, Net Promoter System, strategy, Surveys /

You can find parts 1 and 2 here and here. [Several days later…] OK, I finally got up my courage and asked George out yesterday evening. It was a bit odd and I am not sure I like him all that much, after all. He said we could make beautiful music together, but I am […]

September 19, 2017

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

Maurice FitzGerald / Blog / Customer Experience, strategy /

The first part of this modern fairy tale can be found here. Continuing the story of what happens when you don’t bother with a customer experience strategy. (Because you already know what to do.) [Reflections in the middle of the night…] I can’t say I had a good day. Our CEO (John) wants me to […]

September 18, 2017

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

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

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’ and that nobody really cares? I can suggest several reasons, and some practical steps you may want to take to improve things. In any company, […]

September 12, 2017

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

Maurice FitzGerald / Blog / Customer Experience, strategy /

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 make customers happier. Let’s just implement them. That should save a lot of time. Right? And now… a bedtime story about how that is likely […]

August 30, 2017

Use emotion and ‘identifiable victims’ in customer experience reporting

Maurice FitzGerald / Blog /

No strategy is worthwhile and no project is worth doing if you cannot communicate it effectively. Once the communication is about how your customers and partners feel about your company, intuition and emotion enter into play. Let’s start with two suggestions. The first is on how to use color-coding of numbers to achieve what you […]

Levels of sophistication of text analysis

August 21, 2017

Net Promoter Open Question Analysis – Survey Results

Maurice FitzGerald / Blog /

Thanks to those who have taken the survey on analysis of open-ended questions. I would like to summarize what I have seen, provide a link to the results, and invite anyone who wishes to do so to analyze the answers to the open-ended questions. Summary of answers received so far: In round terms, a quarter […]

August 18, 2017

OK, You have given me a strategy development method… but what customer-centric strategies are actually possible?

Maurice FitzGerald / Blog /

The best strategy development method I have come across is one I learned from Willie Pietersen at his Columbia Executive Education course and is also described in his excellent book, Strategic Learning. I have blogged about the critical first step, “Situation Analysis’ here. While the method is reasonably easy to understand and implement, some people […]

August 14, 2017

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

Maurice FitzGerald / Blog /

Quite a lot has been written about the recent $2.7 billion fine levied on Google, much of it simply wrong. Here is how to think about this type of competition law case, and yes, I am an expert: The European Commission launches competition law investigations based on complaints. This specific complaint first came from a […]

August 8, 2017

Net Promoter System® Quiz – Final part, and full quiz

Maurice FitzGerald / Blog, Quiz / Customer Experience, Net Promoter System, NPS, Quiz /

Here is the full Net Promoter System true/false quiz. The new questions are the final five below. All other questions are the same as those I have posted over the last five weeks. A link to the answers follows below the questions. The questions are all learning checks at the end of chapters in our […]

August 1, 2017

A Puppy! And the Net Promoter System® Quiz – Part 5 – Feedback, improvement, teams

Maurice FitzGerald / Blog / Customer Experience, Net Promoter System, NPS, Quiz /

And here is another puppy photo! Enjoy. And of course, it is time for the fifth in a series of true or false questions about the Net Promoter System. There will be one final batch of questions next week. A link to the answers follows below the questions. The questions are all learning checks at […]