Customer experience strategy blog - NPS, customer loyalty, implmentation

Elephant to illustrate confirmation bias

June 20, 2019

NPS (10) – 10th in the series – How to avoid confirmation bias when analyzing research results

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Net Promoter System, NPS, Strategic initiatives, Strategy / Behavioral economics, behavioural economics, Customer Experience, CX, Net Promoter System, NPS, strategy /

In his book Thinking, Fast and Slow [1], Daniel Kahneman describes two ways our brains function. He refers to them as ‘System 1’ and ‘System 2’. At their most superficial, you can think of System 1 as intuition, and System 2 as rational thought. He offers persuasive arguments that System 1 acts first, and that […]

June 17, 2019

NPS (9) – 9th in the series – How to use the answers to the open questions

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Net Promoter System, NPS, Strategic initiatives, Strategy / Bain, Benchmarking, Customer Experience, CX, Net Promoter System, NPS, NPS benchmarks, strategy /

While our rational minds like to see scores and trends, the primary value of Net Promoter System surveys lies in the answers to the “Why?” and “What should we improve?” questions. Interpreting and using these answers well is quite challenging. Indeed, it is so challenging that many companies don’t really try. Communicating trends in numbers […]

June 13, 2019

NPS (8) – 8th in the series – I have my NPS number. Is it good or bad?

“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 number is meaningless. What matters are […]

June 10, 2019

NPS (7) – 7th in the series – Transactional / Episode surveys – Best avoided? Use very selectively!

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Net Promoter System, NPS, Strategic initiatives, Strategy / Bain, Customer Experience, CX, Net Promoter System, NPS, strategy /

Transactional surveys are by far the most common type of customer research. It is helpful to think of them as feedback about ‘episodes’ or ‘jobs to be done’. Customers interact with you to try to accomplish some individual thing as part of their overall experience with you. An overall season of a TV series, for […]

June 8, 2019

NPS (6) – Getting useful feedback about one of your products, services, or customer projects

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Net Promoter System, NPS, Strategic initiatives, Strategy / Bain, Customer Experience, CX, Net Promoter System, NPS, strategy /

Unless your company only sells a single product or service, you need a separate process to gather feedback about each product or service you sell. While benchmark and relationship surveys cover a variety of people and job roles at the customer end, product and service feedback should come from the end users. To get reliable […]

Track relationships with an organization chart

June 3, 2019

NPS (5) – Relationship research with large B2B customers

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Net Promoter System, NPS, Strategic initiatives, Strategy / Bain, Customer Experience, CX, Net Promoter System, NPS, strategy /

A good relationship feedback process could be described as a non-anonymous mono-vendor benchmark survey. You usually only get detailed information about your own company. If you just have a small number of customers, say less than a hundred, you should simply interview them all face-to-face. If you have a large number of customers, you should […]

June 1, 2019

NPS (4) – Competitive benchmarks and supplier surveys

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Net Promoter System, NPS, Strategic initiatives, Strategy / Bain, Customer Experience, CX, Net Promoter System, NPS, NPS benchmarks, strategy /

Quite a few companies sell NPS benchmark data. Some will do custom surveys to your design. Done properly, benchmark survey trends are the best predictor of revenue and market share trends for your company. Since benchmark surveys provide comparative data, they are actually the only credible predictors. All other survey types cover only your company. […]

May 27, 2019

Tesla, Elon Musk, and the new financial apartheid

Maurice FitzGerald / 0 Comments / Behavioral economics, Blog, Cost, Cost reduction, Psychology, Strategy / Cost reduction, Elon Musk, financial apartheid, Financial news, layoffs, New York Times, Tesla /

José Luis Martínez* started work at as usual at Tesla’s Fremont plant on a January morning earlier this year. He was in his third year as a ‘maintenance technician’, ensuring that production equipment worked as expected at the advanced electric car factory. A new model was hitting the market and sales forecasts were optimistic. Good […]

May 24, 2019

NPS (3) – Net Promoter System Framework, ensuring metric is trusted

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Net Promoter System, NPS, Strategic initiatives, Strategy / Bain, Chief Customer Officer, Customer Experience, CX, Net Promoter System, NPS, Satmetrix, strategy /

The NPS metric is just one part of a much larger system. The Bain & Company Net Promoter System Framework has five elements, as shown in the diagram at the top of this article. It comes from the Bain www.netpromotersystem.com website. The website describes the elements in some detail. This series of articles discusses how […]

May 18, 2019

NPS (2) – Basics and history of the Net Promoter Score and System

This series supposes the reader is already familiar with the basics of the Net Promoter System, and ideally has read The Ultimate Question 2.0 by Fred Reichheld and Rob Markey. There is quite a lot of mis-information about what they wrote. Some comes from people who have not read the book. Some comes from people […]