Customer experience strategy blog - NPS, customer loyalty, implmentation

June 1, 2019

NPS (4) – Competitive benchmarks and supplier surveys

Maurice FitzGerald / 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 / 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 / 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 / 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 / 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 / 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 […]

April 4, 2019

Is the Net Promoter Score (NPS) dead?

Maurice FitzGerald / Blog, Customer Satisfaction, NPS, Strategic initiatives / CSAT, Customer Experience, CX, Metrics, NPS, Surveys /

The Net Promoter Score is dead! Or are the reports on NPS simply fake news? Well, the image at the top of the article shows what I found with a simple Google search. So… is the Net Promoter Score dead? Here are the views of two important people: And of course this well-known quote: […]

April 1, 2019

Here is why the European Commission fined Google $2.7B and $1.7B, and how it could all have been avoided

Maurice FitzGerald / Blog /

Quite a lot has been written about the $2.7 billion fine levied on Google in the case about comparison shopping sites. Much of what has been written is simply wrong. The new $1.7 billion fine for AdSense is similar from a legal perspective. Here is how to think about this type of competition law case, […]

March 20, 2019

Answers to two questions from new Customer Experience leaders: Where do I start, and to whom should I report?

Maurice FitzGerald / Blog, Customer Satisfaction, Strategic initiatives / CSAT, Customer Experience, CX, Metrics, NPS, strategy, Surveys /

I attended and spoke at the CustomerGauge Monetize! event in central Amsterdam last week. It was fabulous event, held in a theatre that has been created in an old church building. I was able to socialize extensively with the attendees, the speakers, and various people from the CustomerGauge team. I found my interactions with their […]