Welcome to the first article in my series on how to develop and implement a customer experience strategy. This series is about building and implementing a customer experience strategy in a business-to-business environment and in what I call ‘the real world’. The real world is one where people behave like human beings, and not as […]
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Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, Net Promoter System, Owen CX, research, strategy /
Welcome to the 104th Customer Strategy newsletter. The six topics this week are: My new role – Editor in Chief – Owen CX Our NPS book has been refreshed CustomerGauge eBook on B2B CX and NPS includes a section with me Latest blog posts – Deep series on NPS ends Notable items from other sites […]
Maurice FitzGerald / Blog, Net Promoter System, NPS / Customer Experience, leadership commitment, Net Promoter System, NPS, strategy /
Welcome to the 37th article in my series on the Net Promoter Score and System. This is the last one in my extensive series based on my interpretation and use of the Bain Net Promoter System Framework. You can read all of the prior articles in the NPS series on our blog page here. Assessing […]
Maurice FitzGerald / Blog, Net Promoter System, NPS / Customer Experience, leadership commitment, Net Promoter System, NPS, strategy /
Welcome to the 36th article in my series on the Net Promoter Score and System. This time the subject is a tricky one: how to get and keep leadership commitment to customer experience work. These techniques have worked for me. I would love to hear what has worked for you. You can read all of […]
Maurice FitzGerald / Blog, Employee Satisfaction, Net Promoter System, NPS / Customer Experience, employee training, Net Promoter System, NPS, strategy /
Welcome to the 35th article in my series on the Net Promoter Score and System. You can read all of the prior articles in the NPS series on our blog page here. The questions addressed here are about the true level of commitment of your leadership to improving customer loyalty and the associated mid-term financial […]