Customer experience strategy blog - NPS, customer loyalty, implmentation

Employee satisfaction and customer satisfaction

January 23, 2017

Does employee satisfaction drive customer satisfaction? In general… no!

It is obvious to everyone who works on customer experience that happy employees make happy customers. But… is there actually any evidence for this? Not much, though you would not know it at first. This research I am about to report uses a new method to study the relationship between the two, using public data […]

January 17, 2017

Customer-centric cost reduction – there are just 3.5 ways to reduce cost

Maurice FitzGerald / Blog, Cost, Strategy / Cost, Customers, strategy /

This post is about customer-centric cost reduction, an apparent oxymoron. It includes the list of the only 3.5 ways of sustainably cutting costs that exist. Unfortunately, faced with a profitability crisis or a need to find money to invest, most companies want to sort our their P&L first, and worry about keeping customers onside later. […]

January 12, 2017

Differences between B2B and B2C

Maurice FitzGerald / B2B, Blog, NPS /

My experience is mainly in business-to-business (B2B) situations. Most of what you read elsewhere about customer experience is in the context of business-to-consumer, and at least some of it is not directly relevant to B2B. The reasons B2C methods may not work for you are the following: In B2B, a single person is never responsible […]

News flash: Survey giver actually responds to survey taker!

January 10, 2017

Considerations as you start your NPS journey

Maurice FitzGerald / Blog, NPS /

The Net Promoter System® is the most widely adopted system for managing customer feedback and improvement. It is used around the world and works well in all cultures and languages. Like most management systems, it has advantages and disadvantages. Its principal advantage is its simplicity. It is easy to understand and easy to communicate. Its […]

January 2, 2017

Four rules for enduring sponsorship of your work

Maurice FitzGerald / Blog, Strategic initiatives, Strategy /

Ah… sponsorship. Do you have it? Can you get it? You may have a brilliant new idea and need people and money to move it forward. You may want to understand whether you and your team will survive the latest cost-cutting efforts. The results and answers depend on the sponsorship you have for your work […]

Customer Strategy (.net): the customer first

January 1, 2017

Hello world – You need a strategy

Maurice FitzGerald / Blog, Strategy /

Welcome to the customerstrategy.net blog. You can look forward to weekly updates on subjects that have to do with business strategy, customer experience, and that great zone where the two subjects meet. While it would be lovely to believe that all companies are growing and have unlimited investment funds, that is not the case in […]