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 /
December 13, 2018 #83 – Most-read articles update, manipulating NPS scores, funny videos, AI bias Maurice FitzGerald / Cost reduction, Newsletter, NPS, Strategy / banks, Customer Experience, Net Promoter System, PwC, research, VOC /
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 /
December 4, 2018 #82 – Most-read articles, how not to do research, mandatory NPS for UK banks, cartoons Maurice FitzGerald / Cost reduction, Newsletter, NPS, Strategy / banks, Customer Experience, Net Promoter System, PwC, research, VOC /
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 /
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 /
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 /
