February 28, 2019 #89 – Employee and customer sat, Consumer subscription service feedback Maurice FitzGerald / Behavioral economics, Newsletter, NPS, Strategy / ACSI, Avis, Bain, Compaq, Customer Experience, Customer Satisfaction, employee satisfaction, Hertz, HP, Net Promoter System, research, strategy, Willie Pietersen /
February 12, 2019 #88 – Valentine’s Day, Another restaurant survey, Lumoa predictions for 2019, Patient experience Maurice FitzGerald / Behavioral economics, Newsletter, NPS, Strategy / Adrian Swinscoe, Customer Experience, Lumoa, restaurant surveys, strategy, Valentine's Day /
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 /
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 /
January 27, 2019 #87 – Reverse-engineering CX, Customer-employee NPS, CCXP exam questions, your personal promise to customers Maurice FitzGerald / Behavioral economics, Newsletter, NPS, Strategy / Customer Experience, employees, Net Promoter System, research, strategy /
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 /
January 10, 2019 #86 – New NPS training course, how I landed in CX, the customer experience factory, customer advisory boards Maurice FitzGerald / Behavioral economics, Newsletter, NPS, Strategy / banks, Customer Experience, Net Promoter System, PwC, research, VOC /
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 /
January 2, 2019 #85 – The art of persuasion, BA NPS manipulation, CX tips for 2019, 1-800-GOT-JUNK NPS podcast Maurice FitzGerald / Behavioral economics, Cost reduction, Newsletter, NPS, Strategy / banks, Customer Experience, Net Promoter System, PwC, research, VOC /
