Customer experience strategy blog - NPS, customer loyalty, implmentation

July 25, 2017

A Puppy! And the Net Promoter System® Quiz – Part 4 – Your CFO is Your Ally

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

By popular demand and threats of lawsuits from local puppies, I have decided to give them equal time. Enjoy. And of course, it is time for the fourth in a series of true or false questions about the Net Promoter System. You can look forward to several new questions each week, for about the next […]

July 17, 2017

A Kitten! And the Net Promoter System® Quiz – Part 3 – Survey Design

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

Now that you have seen another kitten, it is time for the third in a series of true or false questions about the Net Promoter System. You can look forward to several new questions each week, for about the next five weeks. A link to the answers follows below the questions. The questions are all […]

July 11, 2017

A Kitten! And the Net Promoter System® Quiz – Part 2

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

Now that you have seen another kitten, it is time for the second in a series of true or false questions about the Net Promoter System. You can look forward to several new questions each week, for about the next six weeks. A link to the answers follows below the questions. Questions about NPS as […]

July 4, 2017

Kittens! And the Net Promoter System® Quiz – Part 1

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

Now that you have seen some kittens, it is time for the first in a series of true or false questions about the Net Promoter System. You can look forward to several new questions each week, for about the next seven weeks. The first set is below. A link to the answers follows. Introductory questions […]

June 27, 2017

Journey mapping – Use with care, if at all

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

Journey Mapping is probably the most sophisticated and complete form of customer experience measurement and improvement. Perhaps too sophisticated. Read what follows and see what you think. Most companies and teams start off thinking they have relatively few customer contact points. They tend to think in terms of sales cycles. Typical terminology identifies the following […]

June 20, 2017

Customer relationship research / surveys – Third of three articles

Maurice FitzGerald / Blog / Customer Experience, Relationships, Surveys /

This is the third and final article in my series on deep relationship research, particularly for B2B. You can find the first article here, and last week’s article here. The main topic this time is how to overcome objections to the process from within your own company. I conclude with some advice about relationship research […]

June 13, 2017

Customer relationship research / surveys for B2B – Second of three articles

Maurice FitzGerald / Blog /

This article follows on from last week’s on the same general topic. I covered the nature of the research and the complexity of typical B2B relationships with large companies last time. This week I want to talk about who should be interviewed, who should do the interviewing, and suggest a few different interview formats. All […]

June 8, 2017

Why I became disloyal to Tropicana – A story about brand image

Maurice FitzGerald / Blog / brand image, Customer Experience, loyalty, Tropicana /

I have been fiercely loyal to Tropicana since late 2005. At that time, I attended the Creating Breakthrough Strategy course at Columbia. One of the lecturers was Willie Pietersen, a person I admire greatly. He is the author of Strategic Learning and runs an influential think tank. I found his course intensely practical, probably because he had been […]

June 6, 2017

Customer relationship research / surveys for B2B – First of three articles

Maurice FitzGerald / Blog / Customer Experience, Relationships, Surveys /

In almost all B2B situations, you have a relatively small number of customers that provide the majority of your revenue. For many companies, it is not the old 80:20 rule, or even a 90:10 rule, but more of a 99:1 rule, or even 999:1. If you have a ‘strategic account’ team or something similar, you […]

May 30, 2017

Win-Loss analysis – Here is a method that works

Maurice FitzGerald / Blog /

One of your sales teams is celebrating! They just won a big deal they have been working on for the last four months. Another team has lost a similar deal and wonders why. Why did one win and the other lose? What can you learn to improve the chances of winning the next time? These are […]