Customer experience strategy blog - NPS, customer loyalty, implmentation

January 24, 2020

CX Strategy (6) Measurement and improvement systems – Part 1 – Smiley Buttons

Maurice FitzGerald / Blog, Customer experience / Customer Experience, Smiley Buttons, Surveys /

There are quite a number of customer experience measurement and improvement systems in use around the world. They are not all equal. This post is the first in a series that covers some of the most common ones. Some consulting companies offer proprietary systems, and I will cover their main measurement principle. There are wide […]

December 31, 2019

CX Strategy (5): Start with a Situation Analysis

Maurice FitzGerald / Blog, Customer experience, 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 […]

November 27, 2019

CX Strategy (4) – The dangers of ‘What you see is all there is’

Maurice FitzGerald / Behavioral economics, Blog, Customer experience, Customer Satisfaction, Strategy / B2B, Customer Experience, CX, strategy /

Welcome to the fourth article in my series on how to develop and implement a customer experience strategy. You can find the previous articles in the series here. Before going into each step of the strategy development process, here is a special word about the data you use as a basis for your decisions. You […]

November 11, 2019

CX Strategy (3) – You need a strategy

Maurice FitzGerald / Blog, Customer experience, Customer Satisfaction, Strategy / B2B, Customer Experience, CX, strategy /

Welcome to the third article in my series on how to develop and implement a customer experience strategy. You can find the previous articles in the series here. Why bother with strategy? The reason you need a strategy is simple: you do not have unlimited resources and never will. The word comes from the Greek […]

November 6, 2019

CX Strategy (2) – What makes B2B different?

Maurice FitzGerald / Blog, Customer experience, Customer Satisfaction, Strategy / B2B, Customer Experience, CX, strategy /

Welcome to the second article in my series on how to develop and implement a customer experience strategy. This series is about customer experience in business-to-business (B2B) situations. Most of what you read elsewhere about customer experience is in the context of business-to-consumer and is not directly relevant. The reasons are the following: In B2B, […]

November 4, 2019

CX Strategy (1) – First in a series about how to develop and implement a customer experience strategy

Maurice FitzGerald / Blog, Customer experience, Customer Satisfaction / Customer Experience, CX, strategy /

Welcome to the first article in my series on how to develop and implement a customer experience strategy. This series is about building and implementing a customer experience strategy in a business-to-business environment and in what I call ‘the real world’. The real world is one where people behave like human beings, and not as […]

October 20, 2019

NPS (37) – Where do I start? – Conclusion and quiz – 37th and final article in a series on the Net Promoter System®

Maurice FitzGerald / Blog, Net Promoter System, NPS / Customer Experience, leadership commitment, Net Promoter System, NPS, strategy /

Welcome to the 37th article in my series on the Net Promoter Score and System. This is the last one in my extensive series based on my interpretation and use of the Bain Net Promoter System Framework. You can read all of the prior articles in the NPS series on our blog page here. Assessing […]

October 16, 2019

NPS (36) – Sustained Leadership Commitment – How to get and keep it – 36th article in a series on the Net Promoter System®

Maurice FitzGerald / Blog, Net Promoter System, NPS / Customer Experience, leadership commitment, Net Promoter System, NPS, strategy /

Welcome to the 36th article in my series on the Net Promoter Score and System. This time the subject is a tricky one: how to get and keep leadership commitment to customer experience work. These techniques have worked for me. I would love to hear what has worked for you. You can read all of […]

October 12, 2019

NPS (35) – Sustained Leadership Commitment – Do you have it? – 35th article in a series on the Net Promoter System®

Maurice FitzGerald / Blog, Employee Satisfaction, Net Promoter System, NPS / Customer Experience, employee training, Net Promoter System, NPS, strategy /

Welcome to the 35th article in my series on the Net Promoter Score and System. You can read all of the prior articles in the NPS series on our blog page here. The questions addressed here are about the true level of commitment of your leadership to improving customer loyalty and the associated mid-term financial […]

October 8, 2019

NPS (34) – Employee development opportunities – 34th article in a series on the Net Promoter System®

Maurice FitzGerald / Blog, Employee Satisfaction, Net Promoter System, NPS / Customer Experience, employee training, Net Promoter System, NPS, strategy /

Welcome to the 34th article in my series on the Net Promoter Score and System. You can read all of the prior articles in the NPS series on our blog page here. Many companies have employee training and development processes. Here is how the Net Promoter System should be included in three common types of […]