Customer experience strategy blog - NPS, customer loyalty, implmentation

January 2, 2018

The main customer experience measurement and improvement systems – Part 6 – Proprietary systems

Maurice FitzGerald / 0 Comments / Blog / Chief Customer Officer, Customer Experience, Proprietary systems, strategy, Surveys, Temkin Experience Rating /

Various consulting companies propose proprietary measurement systems. The Temkin Group, for example, has both the Temkin Loyalty Index and the Temkin Experience Rating. They are useful examples as they both have one thing in common with the systems proposed by other consulting companies: they are composite metrics, aggregating customer responses to multiple questions. Since they […]

December 29, 2017

Most-read articles in 2017

Maurice FitzGerald / 0 Comments / Blog / Chief Customer Officer, CSAT, Customer Effort Score, Customer Experience, CX, Journey mapping, strategy, Surveys /

Greetings everyone, and my best wishes for a happy 2018! I started my website and blog on January 1st 2017. As this is my last message to you for this year, I thought I would let you know which of my blog posts and LinkedIn articles have been read and shared the most. If you […]

December 25, 2017

The main customer experience measurement and improvement systems – Part 5 – The Wallet Allocation Rule

Maurice FitzGerald / 0 Comments / Blog / Customer Experience, Net Promoter System, NPS, strategy, Surveys, Wallet Allocation Rule /

Authors Keiningham, Aksoy, Williams and Buoye describe the system in the book of the same name. Its focus is a composite metric that combines the list of brands that a customer thinks of and their relative satisfaction with the same brands. Their research on the metric is sound and predicts share of wallet well in […]

December 18, 2017

The main customer experience measurement and improvement systems – Part 4 – The Net Promoter System®

Maurice FitzGerald / 0 Comments / Blog /

Fred Reichheld wrote his landmark article The One Number You Need to Grow and published it in the Harvard Business Review in December 2003. He had spent two years investigating customer loyalty research. What he found was surprising and counterintuitive, at least at the time. Answers to a single question predicted customer loyalty and therefore […]

December 11, 2017

The main customer experience measurement and improvement systems – Part 3 – Customer Effort Score

Maurice FitzGerald / 1 Comment / Blog / Customer Effort Score, Customer Experience, Customers, Surveys /

The Customer Effort Score is the metric described in the excellent book The Effortless Experience by Dixon, Toman and Delisi. The primary focus is service-center work and the associated metrics. The authors present a compelling argument that what matters most for some customer interactions is how hard it is for the customers to get what […]

December 6, 2017

The main customer experience measurement and improvement systems – Part 2 – CSAT / Customer Satisfaction

Maurice FitzGerald / 0 Comments / Blog / CSAT, Customer Experience, Customer Satisfaction, Surveys /

When you are asked to rate your ‘overall satisfaction’ with something, you have entered the Customer Satisfaction rating system. The most common way of doing this is to ask you to rate satisfaction on a scale from 1 to 5, where 5 means ‘extremely satisfied’. There is a minor challenge in the rating scale, as […]

November 28, 2017

The main customer experience measurement and improvement systems – Part 1 – Smiley Buttons

Maurice FitzGerald / 2 Comments / Blog / 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 […]

November 20, 2017

What B2B customers and resellers want – A perspective that goes beyond research

Maurice FitzGerald / 0 Comments / Blog / B2B, Behavioral economics, Chief Customer Officer, Customer Experience, Relationships, strategy /

While I have been pushing a scientific approach to building and implementing a customer experience strategy for a long time, let’s put that aside for a moment. After working in this area since 1981, there are a few things I believe are high priorities for most B2B customers. You probably won’t discover some of these […]

November 8, 2017

OK, so I have my NPS or CSAT score. Is it good or bad?

Maurice FitzGerald / 0 Comments / Blog / ACSI, Customer Experience, Net Promoter System, NPS, Temkin /

“OK, I have my NPS number. Is it good or bad?” There are two parts to the answer. First, the score does not tell you much on its own. The reasons customers give for the scores and what they want you to improve are more important. Second, the absolute score number is meaningless. What matters […]

October 28, 2017

Behavioral Economics and Smoking for 11-year-olds

Maurice FitzGerald / 0 Comments / Blog / Behavioral economics, Customer Experience, smoking /

OK, this is going to seem like an odd story. Please bear with me for a minute, and you will see why it is relevant to customer strategy. I was 11 years old Freshly arrived in Seattle, I was in the 7th grade at Morgan Junior High. It was 1966. Yes, I was the youngest […]