Customer experience strategy blog - NPS, customer loyalty, implmentation

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 […]

News flash: Survey giver actually responds to survey taker!

May 17, 2019

NPS (1) – Do you really need a customer experience measurement and improvement system?

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

This is the first in a series of blog posts about implementing the Net Promoter System. The Net Promoter System®[1] 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. […]

May 5, 2019

Useful if you have no NPS® benchmarks for your company – ACSI to NPS converter

Maurice FitzGerald / 0 Comments / Blog, NPS / ACSI, CSAT, CX, Net Promoter System, NPS, Temkin /

As many of you know, public competitive NPS benchmarks are exceedingly rare. The only large-scale public customer satisfaction data I know of is the American Customer Satisfaction Index. So… the question I asked two years ago is whether it would be better than nothing to design a method of converting an ACSI score into an […]

April 23, 2019

Can we, should we reverse-engineer customer experience strategy for speed and effectiveness?

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Strategic initiatives, Strategy / Customer Experience, CX, Metrics, NPS, project management, Sponsorship, strategy, Surveys /

As regular readers will know, I have been quite frustrated by the focus customer experience professionals place on metrics. Your primary focus should be on designing and implementing improvement projects, not on measurement. In that context, I would like to suggest a strategy development architecture that emphasizes that point and prioritises speed over precision. First […]