Introducing the ‘Customer-Employee Love-Hate Matrix’, shown above Following on from last week’s post Proof there is no relationship between employee and customer satisfaction, I would like to provide the ‘love-hate matrix’ above. It is for large businesses serving US consumers. The four cuts are: Companies that are in the top 10% for both employee and […]
Welcome to the 12th edition of my customer strategy newsletter. The five topics this week are: Proof there is no general relationship between employee and customer satisfaction Progress with Net Promoter® System (NPS) Forum on LinkedIn Latest blog posts Notable items from other sites Our books are available as of today! Employee and customer satisfaction […]
This article is an update to my January article on the same subject. At the time, 2016 American Customer Satisfaction Index data for 71 companies was not yet available. I used 2015 data for those companies instead. All 2016 data is now available, and the new results should surprise readers even more than the original […]
Welcome to the 11th edition of my customer strategy newsletter. The five topics this week are: Changes to the NPS Forum on LinkedIn Lifetime value of a customer Latest blog posts Notable items from other sites Looking forward The NPS Forum on LinkedIn The largest Net Promoter System group on the web is the 22,800-member ‘NPS […]
Welcome to this special ‘pink’ edition of my customer strategy newsletter. The five topics this week are: The ‘triplets’ have arrived! Passing the project sponsorship pregnancy test Latest blog posts Notable items from other sites Looking forward View this email online The ‘triplets’ have arrived I am delighted to be able to announce that the Kindle […]
Calculating the lifetime value of a customer is somewhat like calculating the value of a company you would like to acquire. While you can find many methods of doing the calculation on the web, there is only one correct answer. For mergers & acquisitions, and for lifetime value of a customer, the only correct calculation […]
Welcome to my latest newsletter covering customer experience and customer-centric business strategy. The five topics this week are: Communication errors ‘Post-truth’, ‘Alternative facts’ and business strategy Science-based management Recent blog posts. Articles on text analytics and humor in support that I find interesting. View this email online Communication errors It is amazing how often even simple communication goes […]
Customer research of all types can be divided into two categories: rating questions and open questions. You are dealing with rating questions when you are asked to provide a numerical answer to each question, against a rating scale of some sort. Typically the questions correspond to what the company doing the research believes is important. […]
Welcome to my latest newsletter covering customer experience and customer-centric business strategy. The four topics this week are: Customer-centric cost reduction, keeping things simple Recent blog posts. Two relevant Forbes articles. Book publishing status. View this email online The concept of customer-centric cost reduction I first posted on this subject back in January. Clicking on the […]
Here are some examples of cost reduction communication mistakes I have seen. Compaq reductions in Nordic countries Compaq went through a rare bad patch around 1999 and we needed to put some cost controls in place. A corporate leadership team member went to Norway, Sweden, Denmark and Finland to explain how serious the situation was. […]
