Welcome to the 33nd edition of my customer strategy newsletter. The five topics this week are: New Net Promoter System Podcast on response rates. ‘Modern Day Fairy Tale’ series now complete Latest blog posts Notable items from other sites Looking forward New Net Promoter System Podcast on response rates Questions about feedback response rates were among the most […]
(Parts 1, 2 and 3 are here, here and here.) [The big day has arrived…] Yes, this is it. My big day has arrived. Why do I have a feeling of ‘It’s either death or glory’? I feel ready. I have rehearsed about a dozen times. [Waiting outside the conference room…] I can hear them […]
You can find parts 1 and 2 here and here. [Several days later…] OK, I finally got up my courage and asked George out yesterday evening. It was a bit odd and I am not sure I like him all that much, after all. He said we could make beautiful music together, but I am […]
Welcome to the 32nd edition of my customer strategy newsletter. The five topics this week are: Writing some blog posts for ‘CX Day’ LinkedIn NPS Forum update Latest blog posts Notable items from other sites Looking forward Writing blog posts for ‘Customer Experience Day’ Jeanne Bliss and Bruce Temkin founded the Customer Experience Professionals Association in […]
The first part of this modern fairy tale can be found here. Continuing the story of what happens when you don’t bother with a customer experience strategy. (Because you already know what to do.) [Reflections in the middle of the night…] I can’t say I had a good day. Our CEO (John) wants me to […]
Your CEO keeps saying customers are important. Your own business leader says the same thing. So does your manager. So why do you still think this is just ‘lip service’ and that nobody really cares? I can suggest several reasons, and some practical steps you may want to take to improve things. In any company, […]
Welcome to the 31st edition of my customer strategy newsletter. The five topics this week are: Possibly the most important internal relationship for customer experience managers Negative surprise with the LinkedIn NPS Forum Latest blog posts Notable items from other sites Looking forward Advice for CX leaders: Join the sales team If you are successful in […]
Don’t bother with a customer experience strategy. You already know what to do. Well, most of us think we do. Including me. We all have lots of ideas that will make customers happier. Let’s just implement them. That should save a lot of time. Right? And now… a bedtime story about how that is likely […]
Welcome to the 30th edition of my customer strategy newsletter. The four topics this week are: What is really happening to customer satisfaction with US airlines? (Not what you think) Latest blog posts Notable items from other sites Looking forward What is really happening to customer satisfaction with US airlines? Given the amount of negative […]
No strategy is worthwhile and no project is worth doing if you cannot communicate it effectively. Once the communication is about how your customers and partners feel about your company, intuition and emotion enter into play. Let’s start with two suggestions. The first is on how to use color-coding of numbers to achieve what you […]
