Customer experience strategy blog - NPS, customer loyalty, implmentation

May 23, 2017

The starting point in any strategy: Situation Analysis

Maurice FitzGerald / Blog, Strategy / Customer Experience, strategy /

Whether in business, the military, government or indeed non-profit organizations, the the first step in generating a strategy is a comprehensive analysis of your current situation. This is primarily focused on what is happening outside your company. For most companies, it should cover the six areas below and lead to deep strategic insights. ‘Insight’ is a […]

May 16, 2017

More thoughts on the role and team of the Chief Customer Officer or customer experience leader

Maurice FitzGerald / Blog, NPS / Chief Customer Officer, Customer Experience, strategy /

Thank you for the feedback on my first post on how to think about the work of the Chief Customer Officer or customer experience leader. I realize the majority of readers will see this by clicking on a LinkedIn link, rather than going directly to my website. One comment included links to useful articles on […]

May 9, 2017

Here is how to think about the work of the customer experience leader or Chief Customer Officer

Maurice FitzGerald / Blog / Customer Experience, strategy /

I would like to propose a way of thinking about the work of the customer experience leader. It has four elements: Core work Supporting work Coordinating work Strategic work Introduction Here is a way of thinking about the work of the customer experience leader, whether they are called the Chief Customer Officer or something else. […]

Richard Branson helping Virgin customers

May 2, 2017

Virgin Atlantic and how to over-recover Detractors

Maurice FitzGerald / Blog /

All of this talk about the United Airlines customer experience fiasco reminded me of the opposite experience Virgin once gave a colleague… Don’t be afraid to over-recover Detractors When I joined the Digital Equipment Corporation (DEC) Software Product Group at the European HQ in Geneva, we had to travel regularly to Boston. There were no […]

April 26, 2017

I suppose it all started in a bathtub in 1981

Maurice FitzGerald / Blog /

I suppose it all started in a bathtub in 1981. I was working for the Wrangler jeans company in Paris. My boss was in his bathtub. (I hasten to add that I was not present at the time.) We had a line of ‘shrink to fit’ jeans. The idea was that you would get into a […]

April 19, 2017

Do your company leaders care about customers? Here is how to know

Maurice FitzGerald / Blog /

“Our customers are our top priority.” “Everything we do, we do for our customers.” “Customers come first.” Internal and external corporate communication is full of statements like these. Do they actually mean anything? Here is how to know, at least for your own company. The nature of business strategy The reason you need a strategy […]

April 13, 2017

‘Hygiene factors’ and ‘Motivators’ in customer experience – The Bain Anger-Delight Matrix

Maurice FitzGerald / Blog, Strategy /

American psychologist Frederick Herzberg invented the ‘Two-factor Theory of Motivation‘ in the context of his work on how to motivate employees to perform. The two factors are ‘hygiene factors’ and ‘motivators’. I believe the theory also applies to customer behavior. Herzberg’s work is far simpler than Maslow’s and is easy to understand: Hygiene factors These […]

Which companies do employees and customers love and hate?

April 5, 2017

Introducing the Customer-Employee Love-Hate Matrix for the 31 Best and Worst Large Businesses

Maurice FitzGerald / Blog, Strategy /

Introducing the ‘Customer-Employee Love-Hate Matrix’, shown above Following on from last week’s post Proof there is no relationship between employee and customer satisfaction, I would like to provide the ‘love-hate matrix’ above. It is for large businesses serving US consumers. The four cuts are: Companies that are in the top 10% for both employee and […]

March 30, 2017

Proof there is no relationship between employee and customer satisfaction

Maurice FitzGerald / Blog, NPS, Strategy /

This article is an update to my January article on the same subject. At the time, 2016 American Customer Satisfaction Index data for 71 companies was not yet available. I used 2015 data for those companies instead. All 2016 data is now available, and the new results should surprise readers even more than the original […]

March 23, 2017

How to calculate the lifetime value of a customer

Maurice FitzGerald / Blog, NPS /

Calculating the lifetime value of a customer is somewhat like calculating the value of a company you would like to acquire. While you can find many methods of doing the calculation on the web, there is only one correct answer. For mergers & acquisitions, and for lifetime value of a customer, the only correct calculation […]