Customer experience strategy blog - NPS, customer loyalty, implmentation

March 16, 2017

How to evaluate customer survey text analysis software

Maurice FitzGerald / Blog, NPS, Strategy /

Customer research of all types can be divided into two categories: rating questions and open questions. You are dealing with rating questions when you are asked to provide a numerical answer to each question, against a rating scale of some sort. Typically the questions correspond to what the company doing the research believes is important. […]

March 8, 2017

Cost reduction communication mistakes I have seen

Maurice FitzGerald / Blog, Cost /

Here are some examples of cost reduction communication mistakes I have seen. Compaq reductions in Nordic countries Compaq went through a rare bad patch around 1999 and we needed to put some cost controls in place. A corporate leadership team member went to Norway, Sweden, Denmark and Finland to explain how serious the situation was. […]

March 2, 2017

Customer-centric Cost Reduction and ‘Hygiene Factors’

Maurice FitzGerald / Blog, Cost /

Today’s post is a follow-on to my introduction to the concept of customer-centric cost reduction, back in January. You may recall that it is about how you achieve necessary cost reductions without screwing things up for your customers. It is not easy. Various theories about human motivation include the concept of ‘hygiene factors’. Read up […]

February 23, 2017

Customer research confusion reduction – There are six types of customer surveys

Maurice FitzGerald / Blog, NPS, Strategy /

There is quite a lot of confusion about which types of customer research are useful for predicting revenue, and which serve more general purposes. No matter what type of research you want to start, there is an important principle to observe: You must provide more value than you extract! Customers must get more benefit from […]

February 17, 2017

Behavioral Economics and Customer Experience – Part 2 – Price Gouging and Revenge

Maurice FitzGerald / Behavioral economics, Blog / Revenge /

Price gouging – a particularly insidious move The New York Attorney General has launched an investigation into Mylan Pharmaceuticals, the maker of EpiPens. An EpiPen is used to provide life-saving injections to people in anaphylactic shock, due to allergies. The reason for the investigation is that Mylan have had a monopoly on the product and […]

February 14, 2017

Valentine’s Day blog – How to stay married – to your customers of course!

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

It was Valentine’s Day, and I was puzzled by the results of some HP customer experience research a few years ago. The data source and volume were impeccable. However, the results seemed to prove something that differed from everything that I had learned about customer improvement work. Putting the data and the date together let […]

February 9, 2017

‘Gaming’ survey results is common – Here is how to do it

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

When your employees are measured individually on the results of surveys, ‘gaming the results’ is common and easy. What follows may seem a bit cynical, but has its basis in reality. If you are measured on survey results and want to manipulate them, here is how: How to game transactional surveys: First ensure the person […]

February 7, 2017

Behavioral economics and customer experience – Part 1

Maurice FitzGerald / Blog, Strategy / Behavioral economics /

Behavioral economics is a relatively new field. It combines economic and psychological theory and reaches new conclusions. Economic theory holds that people always behave rationally, optimizing their financial and other outcomes in a totally predictable way. (I have always found this theory odd, even when I studied economics. It was never clear to me that […]

February 2, 2017

Survey design considerations

Maurice FitzGerald / Blog, NPS /

Edited by Maurice FitzGerald – Drawing by Peter FitzGerald There are too many surveys in the world. Be selective. You don’t have unlimited resources. Nor do your customers. Don’t waste their time or yours. Here are some considerations that should help. Don’t ask what you already know You will use your customer database to determine […]

January 31, 2017

Best and worst combinations of customer and employee satisfaction

Maurice FitzGerald / Blog, Strategy, Uncategorized /

Edited by Maurice FitzGerald – Drawing by Peter FitzGerald Deeper dive into ACSI and Glassdoor data Following on from last week’s post on the relationship between employee and customer satisfaction, I am now going to provide four different cuts of data, at least one of which should be a major surprise. The four cuts are: […]