Does it exist? Does looking ahead exist? Ever since PhD candidate Richard Curry and his supervisor Brian Owen created Spectrum AI software, the controversy has been growing. And the Don’t Look Ahead movement has become more and more powerful. What does this mean for the world? As soon as Richard and Brian completed their analysis […]
COP26 starts a few days from now. The conference has 11 corporate sponsors and I have just examined the first one on the list: Unilever. I have to say that I have been really surprised by what I found. I just don’t understand it. Please help me to work it out. Here is what I […]
Welcome to the 109th Customer Strategy newsletter. This is a special one. You may have noticed that I have not sent a newsletter since August last year, mainly to avoid confusion with the writing I do for OCX Cognition. And this particular edition is an almost exact duplicate of the newsletter I have just […]
There is quite a lot of confusion about which types of customer research are useful for predicting revenue, and which serve more general purposes. No matter what type of research you want to start, there is an important principle to observe: You must provide more value than you extract! Customers must get more benefit from […]
Welcome to the 108th Customer Strategy newsletter. The subjects this time are: Happy to have been quoted multiple times in a Fortune article on NPS Have written seven industry-specific NPS benchmark reports Latest blog posts – CX Strategy Notable items from other sites – Let’s have a laugh! Looking forward Happy to have been […]
Welcome to the 12th article in a series about customer experience strategy development and implementation. This is the final article in a sub-series of seven about CX measurement and improvement systems. I hope you have enjoyed them, and that you learned at least a little. This time I will cover journey mapping and make some […]
This is the 11th article in a series about customer experience strategy, and the sixth in a subset about CX measurement and improvement systems. Various consulting companies propose proprietary measurement systems. The Temkin Group, for example, has both the Temkin Loyalty Index and the Temkin Experience Rating. They are useful examples as they both have […]
After a bit of a break, here is the 11th instalment of our series on customer experience strategy. This is the fifth article in a sub-series on CX measurement and improvement systems. Authors Keiningham, Aksoy, Williams and Buoye describe the system in the book of the same name. Its focus is a composite metric that […]
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 […]
