“Everybody knows that happy employees make happy customers.” “Satisfied employees are the single most important driver of customer satisfaction.” In reality, I don’t believe employee satisfaction even makes the top three for most businesses. And I think I can prove it. This is the third year in a row that I have studied the relationship […]
Welcome to the 89th edition of my customer strategy newsletter. The five topics this week are: Relationship between employee and customer satisfaction The right time to ask for feedback on a consumer subscription service Latest blog posts Notable items from other sites – Willie Pietersen, Eric Smuda ex-Compaq, HP, Avis, Hertz Looking forward Relationship between employee […]
Valentine’s Day and your customers. Welcome to the 88th edition of my customer strategy newsletter. The five topics this week are: Valentine’s Day again Another restaurant survey received and answered Latest blog posts Notable items from other sites – CX predictions for 2019, and patient experience Looking forward Valentine’s Day again Most countries celebrate Valentine’s Day […]
It was Valentine’s Day a few years ago, and I was puzzled by the results of some HP customer experience research. The data source and volume were impeccable. However, the results seemed to prove something that differed from everything that I had learned about customer improvement work. Putting the data and the date together caused […]
While pure luck was a major factor, my use of Microsoft Project version 1.0 on my personal Mac certainly had a major positive influence on my promotion to the European HQ of Digital Equipment Corporation. I printed out multi-page GANTT and dependency charts for a major project and used them to present to my future […]
Let’s reverse-engineer customer experience. How about asking your employees what you should improve for customers? Welcome to the 87th edition of my customer strategy newsletter. The five topics this week are: Reverse engineer customer experience improvements How about implementing Customer-Employee NPS? Latest blog posts Notable items from other sites – Sample CCXP exam questions, personal promise […]
I have been broadening my writing horizons somewhat over the last few weeks. Among others, I have contributed thoughts on customer strategy to discussion on LinkedIn, Quora and the members-only forum of the Customer Experience Professionals Association. I suppose I should not be surprised by what I read online, but I was. 99% of all […]
A new NPS ‘All hands’ training course is available. How I landed in CX. Welcome to the 86th edition of my customer strategy newsletter. The five topics this week are: Richard Owen and team launch new ‘all-employee’ NPS course How I ‘landed’ in Customer Experience Latest blog posts Notable items from other sites – Customer Advisory […]
In their book Nudge, Richard Thaler and Cass Sunstein explain that people are poor at choosing among options, and can quite easily be ‘nudged’ or pushed gently to make a specific choice. They promote the concept of ‘Libertarian Paternalism’, encouraging leaders to nudge all of us in directions that give us the greatest long-term benefit. […]
Happy New Year! Some thoughts about the art of persuasion in 2019, how British Airways manipulates NPS numbers. Welcome to the 85th edition of my customer strategy newsletter. The five topics this week are: How to motivate people to act in 2019 British Airways color-coding NPS scale (Don’t do this) Latest blog posts Notable items from […]
