Customer experience strategy blog - NPS, customer loyalty, implmentation

March 7, 2019

The best and worst of customer and employee satisfaction (Part two in a two-part series)

Maurice FitzGerald / Blog, Customer Satisfaction, Employee Satisfaction / ACSI, Customer Satisfaction, employee satisfaction, Glassdoor /

And here is today’s Fake News (though the quotes are real): “Our core values: … Put the customer first…” – Frontier Communications website “We take pride in knowing how to take care of you.” – Message to potential employees on the State Farm website “Our team members are the key to our success. Whether they […]

March 6, 2019

Do happy employees bring you happy customers? (Answer: In general – No!)

Maurice FitzGerald / Blog, Customer Satisfaction, Employee Satisfaction / ACSI, Customer Satisfaction, employee satisfaction, Glassdoor /

“Everybody knows that happy employees make happy customers.” “Satisfied employees are the single most important driver of customer satisfaction.” In reality, I don’t believe employee satisfaction even makes the top three for most businesses. And I think I can prove it. This is the third year in a row that I have studied the relationship […]

February 10, 2019

Valentine’s Day classic blog – How to stay married – to your customers of course!

Maurice FitzGerald / Blog, NPS / customer culture, Customer Experience, Net Promoter System, NPS, Relationships, strategy /

It was Valentine’s Day a few years ago, and I was puzzled by the results of some HP customer experience research. The data source and volume were impeccable. However, the results seemed to prove something that differed from everything that I had learned about customer improvement work. Putting the data and the date together caused […]

February 6, 2019

What skills do you and your customer experience team need to be successful? (5-minute read)

Maurice FitzGerald / Behavioral economics, Blog, Psychology, Strategic initiatives / Customer Experience, CX, Metrics, Natural Language Processing, NPS, program management, skills, strategy, Surveys, training /

While pure luck was a major factor, my use of Microsoft Project version 1.0 on my personal Mac certainly had a major positive influence on my promotion to the European HQ of Digital Equipment Corporation. I printed out multi-page GANTT and dependency charts for a major project and used them to present to my future […]

January 24, 2019

The nature of customer-centric strategy and why your team needs one (Intense 3-minute read)

Maurice FitzGerald / Behavioral economics, Blog, Psychology, Strategic initiatives / CSAT, Customer Experience, CX, Metrics, NPS, strategy, Surveys /

I have been broadening my writing horizons somewhat over the last few weeks. Among others, I have contributed thoughts on customer strategy to discussion on LinkedIn, Quora and the members-only forum of the Customer Experience Professionals Association. I suppose I should not be surprised by what I read online, but I was. 99% of all […]

January 7, 2019

Nudging customers to do what they should (2-minute read)

Maurice FitzGerald / Behavioral economics, Blog, Psychology, Strategic initiatives / Cass Sunstein, Customer Experience, CX, Nudge, Richard Thaler, strategy /

In their book Nudge, Richard Thaler and Cass Sunstein explain that people are poor at choosing among options, and can quite easily be ‘nudged’ or pushed gently to make a specific choice. They promote the concept of ‘Libertarian Paternalism’, encouraging leaders to nudge all of us in directions that give us the greatest long-term benefit. […]

December 22, 2018

The plural of ‘anecdote’ is ’emotion’ – You can use this for good or for evil

Maurice FitzGerald / Behavioral economics, Blog, Cognition, Strategic initiatives, Strategy / Behavioral economics, behavioural economics, Cognition, Cognitive bias, Customer Experience, CX, Daniel Kahneman, Sponsorship, strategy /

Some time ago I wrote a short article suggesting that The plural of the word ‘anecdote’ is not ‘science’. My point was that just because a lot of people have their own personal stories about a subject does not make what they are saying true. Take the example of nutrition advice that follows a common […]

Situation analysis internal realities and insights

December 10, 2018

Strategy: Ask new questions to get new answers – Part6 of 6: Internal realities, and conclusion

Maurice FitzGerald / Blog, Strategic initiatives, Strategy / Chief Customer Officer, competition, Customer Experience, CX, Sponsorship, strategy /

So far, the situation analysis has allowed you to dream about what you can do for customers and partners, how you will crush your competitors and how you will lead your industry. This time we move on to the internal realities in your own organization. It’s a tricky subject and can be the hardest of […]

Situation analysis industry and environment

December 2, 2018

Strategy: Ask new questions to get new answers – Parts 4 and 5: CX industry and external trends

Maurice FitzGerald / Blog, Strategic initiatives, Strategy / Chief Customer Officer, competition, Customer Experience, CX, strategy /

This time the situation analysis process moves on to relevant trends in your industry and in the external environment. Accurate observations about these areas can give you a competitive advantage, even if you have little influence over the trends. Remember: to get new answers, you have to ask new questions. This is the fourth in a […]

November 27, 2018

Strategy: Ask new questions to get new answers – Part 3: Competitors

Maurice FitzGerald / Blog, Strategic initiatives, Strategy / Chief Customer Officer, competition, Customer Experience, CX, strategy /

There are two main categories of competitors: traditional and emerging. The emerging category includes companies you do not know about yet, but who may be about to take over your market. There are industries such as steel manufacturing where barriers to entry are high, and you are unlikely to be surprised. There are also low-barrier […]