May 27, 2019 Tesla, Elon Musk, and the new financial apartheid Maurice FitzGerald / Behavioral economics, Blog, Cost, Cost reduction, Psychology, Strategy / Cost reduction, Elon Musk, financial apartheid, Financial news, layoffs, New York Times, Tesla /
May 24, 2019 NPS (3) – Net Promoter System Framework, ensuring metric is trusted Maurice FitzGerald / Blog, Customer Satisfaction, Net Promoter System, NPS, Strategic initiatives, Strategy / Bain, Chief Customer Officer, Customer Experience, CX, Net Promoter System, NPS, Satmetrix, strategy /
May 20, 2019 #96 – WSJ article on NPS, Temkin research now free, Journey Mapping, Improved version of original NPS research Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, Metrics, Net Promoter System, research, strategy, Temkin, Wall Street Journal, WSJ /
May 18, 2019 NPS (2) – Basics and history of the Net Promoter Score and System Maurice FitzGerald / Blog, Customer Satisfaction, Net Promoter System, NPS, Strategic initiatives, Strategy / Bain, Chief Customer Officer, Customer Experience, CX, Net Promoter System, NPS, Satmetrix, strategy /
May 17, 2019 NPS (1) – Do you really need a customer experience measurement and improvement system? Maurice FitzGerald / Blog, Customer Satisfaction, Net Promoter System, NPS, Strategic initiatives, Strategy / Chief Customer Officer, Customer Experience, CX, Net Promoter System, NPS, strategy /
May 9, 2019 #95 – Change equation – Are your metrics any good? – Great NPS podcast – Jeb’s Jobs technical support (funny) Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / creative commons, customer complaints, Customer Experience, Customer Satisfaction, Metrics, Net Promoter System, research, strategy /
May 5, 2019 Useful if you have no NPS® benchmarks for your company – ACSI to NPS converter Maurice FitzGerald / Blog, NPS / ACSI, CSAT, CX, Net Promoter System, NPS, Temkin /
April 24, 2019 #94 – Happy Birthday to us! Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategy, Video / customer complaints, Customer Experience, Customer Satisfaction, Net Promoter System, research, Speaking, strategy /
