February 4, 2022 Don’t Look Ahead! Maurice FitzGerald / Behavioral economics, Blog, Cognition, Customer experience, Machine Learning, Psychology / Customer Experience, Journey mapping, strategy /
October 29, 2021 Here is what COP26 sponsor Unilever is telling its stakeholders about its climate actions (Surprise!) Maurice FitzGerald / Blog, News, Strategy, World / Chief Customer Officer, customer surveys, Fred Reichheld, The Ultimate Question /
July 1, 2021 #109 – Survey problems, Heidi hits the wall Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, Fortune, Net Promoter System, NPS benchmarks, OCX Cognition, research, strategy /
December 12, 2020 (CX Strategy 13) Customer research confusion reduction – There are six types of customer survey Maurice FitzGerald / Blog, NPS, Strategy / Chief Customer Officer, customer surveys, Fred Reichheld, The Ultimate Question /
August 18, 2020 #108 – Fortune article on NPS, NPS benchmark reports, and a bit of humor Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, Fortune, Net Promoter System, NPS benchmarks, OCX Cognition, research, strategy /
August 18, 2020 CX Strategy (12) – Journey mapping – The Main Customer Experience Measurement and Improvement Systems – Part 7 Maurice FitzGerald / Blog / Customer Experience, Journey mapping, strategy /
August 18, 2020 CX Strategy (11) – The main customer experience measurement and improvement systems – Part 6 – Proprietary systems Maurice FitzGerald / Blog / Chief Customer Officer, Customer Experience, Proprietary systems, strategy, Surveys, Temkin Experience Rating /
August 18, 2020 CX Strategy (10) – The main customer experience measurement and improvement systems – Part 5 – The Wallet Allocation Rule Maurice FitzGerald / Blog / Customer Experience, Net Promoter System, NPS, strategy, Surveys, Wallet Allocation Rule /
