One personal story I found myself in charge of pricing software services for Europe at DEC. Customers had fewer problems with the more recent versions of our software, and we wanted them to update. First, we implemented a policy saying that once the software was two versions old, we would not support it anymore. That […]
More on CX communication methods, complaints teams, text analytics and developing your CX career. Welcome to the 66th edition of my customer strategy newsletter. The five topics this week are: Communication – The average person is very bad at math What does a complaints team do? Latest blog posts Notable items from other sites – Thematic […]
Once you have a set of insights about customers, competitors, your industry, the external environment and you ability to implement, the next step is to decide what you are going to do about it. Ideally, the choices will be a collective proposal from the entire team that did the situation analysis. There is a human-nature […]
It is tempting to keep feedback requests very short to improve completion rates and avoid wasting customers’ time. However, I have yet to see research where demographics did not make a difference. Sometimes the differences are surprising. What we mean by ‘demographics’ Demographic information is that which you use to categorize responses. Of course you […]
New reference source of NPS benchmarks, don’t work for a cost reduction company (part 2). Welcome to the 63rd edition of my customer strategy newsletter. The five topics this week are: New reference source of NPS benchmarks More evidence that you should not work for a cost reduction company Latest blog posts Notable items from other […]
Way back in October last year I blogged about using direct marketing techniques to improve response rates to surveys. (You can find that blog here.) I would like to add some points that are specifically about survey requests sent by email. Here are five things you can do, in priority sequence. If you have other […]
Welcome to the 61st edition of my customer strategy newsletter. The five topics this week are: New idea: Reporting results of relationship surveys by function / business You have got to wonder what Elon Musk is trying to say Latest blog posts Notable items from other sites – Help Desk humor, CX reading list Looking forward […]
I was speaking to a business school student recently. She asked me about how I managed to get promoted during my career. That got me thinking… Luck and hard work I retired two years ago. My most significant promotions were at Digital Equipment Corporation in 1989, and at HP in 2005. I attribute the first […]
Customer Experience Management LinkedIn group. FAQ: Is my NPS or CSAT score any good? Welcome to the 59th edition of my customer strategy newsletter. The five topics this week are: Now managing the Customer Experience Management group on LinkedIn Some thoughts on whether a particular NPS or CSAT score is good or not Latest blog posts […]
Mark Hurd is CEO of Oracle, and was CEO of HP before that. While at HP, he made many speeches about cost. His general philosophy was best illustrated by my favorite event, an all-employee meeting he hosted when visiting Israel. [Special request to those who have bought the print version of Customer-Centric Cost Reduction: Please read […]
