April 23, 2019 Can we, should we reverse-engineer customer experience strategy for speed and effectiveness? Maurice FitzGerald / Blog, Customer Satisfaction, Strategic initiatives, Strategy / Customer Experience, CX, Metrics, NPS, project management, Sponsorship, strategy, Surveys /
April 11, 2019 #93 – Complaints management, ‘NPS is dead’ blog, Amsterdam video Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategy, Video / customer complaints, Customer Experience, Customer Satisfaction, Net Promoter System, research, Speaking, strategy /
April 4, 2019 Is the Net Promoter Score (NPS) dead? Maurice FitzGerald / Blog, Customer Satisfaction, NPS, Strategic initiatives / CSAT, Customer Experience, CX, Metrics, NPS, Surveys /
April 1, 2019 Here is why the European Commission fined Google $2.7B and $1.7B, and how it could all have been avoided Maurice FitzGerald / Blog /
March 28, 2019 #91 – Critical difference in B2B vs. B2C feedback, Speaking experience in Amsterdam Maurice FitzGerald / Behavioral economics, Customer Satisfaction, Employee Satisfaction, Newsletter, NPS, Strategy / ACSI, Customer Experience, Customer Satisfaction, employee satisfaction, Net Promoter System, research, Speaking, strategy /
March 20, 2019 Answers to two questions from new Customer Experience leaders: Where do I start, and to whom should I report? Maurice FitzGerald / Blog, Customer Satisfaction, Strategic initiatives / CSAT, Customer Experience, CX, Metrics, NPS, strategy, Surveys /
March 8, 2019 #90 – The relationship (or not) between employee and customer satisfaction Maurice FitzGerald / Customer Satisfaction, Employee Satisfaction, Newsletter / ACSI, Customer Satisfaction, employee satisfaction, Glassdoor /
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 /
