May 23, 2018 #59 CEM Group on LinkedIn, Is my NPS or CSAT score any good? Infographics on journey mapping and on customer loyalty Maurice FitzGerald / Newsletter / CEM group, Customer Experience, Journey mapping, LinkedIn, loyalty, Net Promoter System, newsletter, NPS, strategy, Temkin /
May 14, 2018 A legendary Mark Hurd speech to HP employees in Israel Maurice FitzGerald / Blog, Cost / Cost reduction, EDS, Mark Hurd, Oracle /
May 8, 2018 #57 – Misleading airline satisfaction articles, my compliments to Tordoffs, and more… Maurice FitzGerald / Newsletter /
May 1, 2018 The start of a long story: How I learned about ‘customer-centric cost reduction’. Maurice FitzGerald / Blog, Cost, Cost reduction, Strategic initiatives, Strategy / Customer Experience, Net Promoter System, NPS, Relationships /
April 24, 2018 #55 – Facebook, recommending where you live, vodka, cognitive bias Maurice FitzGerald / Newsletter / Cognitive bias, Customer Experience, CX, employee satisfaction, Facebook, Glassdoor, NPS /
April 17, 2018 How do you know whether your latest relationship survey score is better than your last one? Maurice FitzGerald / B2B, Blog, NPS / Customer Experience, Net Promoter System, NPS, Relationships /
April 11, 2018 #53 – NPS benchmarks – Who is responsible for CX – Infographic – Making employees want to smile Maurice FitzGerald / Newsletter / benchmarks, Chief Customer Officer, Customer Experience, employee satisfaction, Infographic, Net Promoter System, NPS /
April 4, 2018 Useful if you have no NPS® benchmarks for your company – Please help me to improve this ACSI to NPS converter Maurice FitzGerald / Blog, NPS / ACSI, CSAT, CX, Net Promoter System, NPS, Temkin /
