November 23, 2018 #81 – Goodhart’s Law, eCommerce again, loyalty equals cost reduction, VOC program design Maurice FitzGerald / Cost reduction, Newsletter, NPS, Strategy / bad service, Customer Experience, eCommerce, Fred Reichheld, Net Promoter System, VOC /
November 20, 2018 Strategy: Ask new questions to get new answers – Part 2: Partners Maurice FitzGerald / Blog, Strategic initiatives, Strategy / Chief Customer Officer, Customer Experience, CX, strategy /
November 15, 2018 #80 – SAP & Qualtrics, eCommerce, Customer Success and more Maurice FitzGerald / Cognition, Cost reduction, Newsletter, NPS, Psychology, Strategy / bad service, Customer Experience, Customer Success, eCommerce, Net Promoter System, Qualtrics, SAP /
November 15, 2018 Strategy: Ask new questions to get new answers – Part 1: Customers Maurice FitzGerald / Blog, Strategic initiatives, Strategy / Chief Customer Officer, Customer Experience, CX, strategy /
November 8, 2018 #79 – Implicit search, Skeptics Guide, bad service Maurice FitzGerald / Cognition, Cost reduction, Newsletter, NPS, Psychology, Strategy / bad service, Customer Experience, Net Promoter System, Podcast, Skeptics Guide, Statistics, Surveys /
November 8, 2018 Invisible gorillas prove you need automated text analytics. Seriously! (7-minute read and videos about inattentional blindness) Maurice FitzGerald / Behavioral economics, Blog, Cognition, Psychology, Strategy / Behavioral economics, Cognition, Customer Experience, text analytics /
October 26, 2018 #78 – My new NPS podcast on Healthcare, customer and employee satisfaction research, dropoff rates, Temkin/Qualtrics Maurice FitzGerald / Cost reduction, Newsletter, NPS, Strategy / Bain, Customer Experience, employee satisfaction, Net Promoter System, NPS, Podcast, Qualtrics, response rates, Surveys, Temkin /
October 24, 2018 Tips for communicating the purpose of cost reduction (7-minute read) Maurice FitzGerald / Blog, Cost, Cost reduction, Strategic initiatives, Strategy / Behavioral economics, Cost, cost cutting, Cost reduction, Customer Experience, profit /
