Welcome to the 106th Customer Strategy newsletter. I can finally talk about why I have not had the time to send any newsletters since the end of November. The reason is simple: I have had the privilege of working together with Richard Owen, former CEO of Satmetrix, co-inventors of NPS. Richard launched OCX Cognition last […]
Fred Reichheld wrote his landmark article The One Number You Need to Grow and published it in the Harvard Business Review in December 2003. He had spent two years investigating customer loyalty research. What he found was surprising and counterintuitive, at least at the time. Answers to a single question predicted customer loyalty and therefore […]
The Customer Effort Score is the metric described in the excellent book The Effortless Experience by Dixon, Toman and Delisi. The primary focus is service-center work and the associated metrics. The authors present a compelling argument that what matters most for some customer interactions is how hard it is for the customers to get what […]
When you are asked to rate your ‘overall satisfaction’ with something, you have entered the Customer Satisfaction rating system. The most common way of doing this is to ask you to rate satisfaction on a scale from 1 to 5, where 5 means ‘extremely satisfied’. There is a minor challenge in the rating scale, as […]
There are quite a number of customer experience measurement and improvement systems in use around the world. They are not all equal. This post is the first in a series that covers some of the most common ones. Some consulting companies offer proprietary systems, and I will cover their main measurement principle. There are wide […]
Whether in business, the military, government or indeed non-profit organizations, the the first step in generating a strategy is a comprehensive analysis of your current situation. This is primarily focused on what is happening outside your company. For most companies, it should cover the six areas below and lead to deep strategic insights. ‘Insight’ is a […]
Welcome to the 105th Customer Strategy newsletter. The five topics this week are: My participation in the Experia (virtual) summit First thoughts on the Tesla experience Latest blog posts – First articles in new series on CX strategy Notable items from other sites – Fred Reichheld on Signal NPS, Bain on Banking Looking forward My […]
Welcome to the fourth article in my series on how to develop and implement a customer experience strategy. You can find the previous articles in the series here. Before going into each step of the strategy development process, here is a special word about the data you use as a basis for your decisions. You […]
Welcome to the third article in my series on how to develop and implement a customer experience strategy. You can find the previous articles in the series here. Why bother with strategy? The reason you need a strategy is simple: you do not have unlimited resources and never will. The word comes from the Greek […]
Welcome to the second article in my series on how to develop and implement a customer experience strategy. This series is about customer experience in business-to-business (B2B) situations. Most of what you read elsewhere about customer experience is in the context of business-to-consumer and is not directly relevant. The reasons are the following: In B2B, […]
