Welcome to the 100th Customer Strategy newsletter! The five topics this week are: 100 newsletters already? When is it OK not to bother with improving customer experience? Latest blog posts – New series on NPS continues Notable items from other sites – CXO Infographics, 100 customer-centric companies Looking forward 100 newsletters already? Yes, this is indeed […]
This is the 12th episode in my series on the Net Promoter Score and the Net Promoter System. There is a learning check / quiz at the end of this post. Suppose you have performed an NPS survey and feel the data set is not representative of your customers. What should you do? A common […]
Continuing the discussion on Daniel Kahneman’s System 1 (intuitive fast thinking) and System 2 (rational slow thinking), some curious things happen when people study surprising data. As I write this article in June 2019 there are media reports in France of exactly what I am about to describe, a surprising ‘cluster’ of cancer cases in […]
Complaints are bad, right? Well… sort of. The complaints you know about are valuable feedback and give you an opportunity to recover and retain your customers. It seems logical that you should do everything possible to minimize the number of complaints you receive. Are you hearing all complaints? But what about the customers who have […]
In his book Thinking, Fast and Slow [1], Daniel Kahneman describes two ways our brains function. He refers to them as ‘System 1’ and ‘System 2’. At their most superficial, you can think of System 1 as intuition, and System 2 as rational thought. He offers persuasive arguments that System 1 acts first, and that […]
While our rational minds like to see scores and trends, the primary value of Net Promoter System surveys lies in the answers to the “Why?” and “What should we improve?” questions. Interpreting and using these answers well is quite challenging. Indeed, it is so challenging that many companies don’t really try. Communicating trends in numbers […]
“OK, I have my NPS number. Is it good or bad?” There are two parts to the answer. First, the score does not tell you much on its own. The reasons customers give for the scores and what they want you to improve are more important. Second, the absolute number is meaningless. What matters are […]
New study on relationship between employee and customer satisfaction. Journey mapping. Welcome to the 99th Customer Strategy newsletter. The five topics this week are: Relationship between employee satisfaction and NPS (not much) Customer Journey Mapping and scorecard reporting Latest blog posts – New series on NPS continues Notable items from other sites – Do Detractors really […]
Transactional surveys are by far the most common type of customer research. It is helpful to think of them as feedback about ‘episodes’ or ‘jobs to be done’. Customers interact with you to try to accomplish some individual thing as part of their overall experience with you. An overall season of a TV series, for […]
Unless your company only sells a single product or service, you need a separate process to gather feedback about each product or service you sell. While benchmark and relationship surveys cover a variety of people and job roles at the customer end, product and service feedback should come from the end users. To get reliable […]
