New NPS ‘Masterclass’, importance of project management. Welcome to the 70th edition of my customer strategy newsletter. The five topics this week are: Official NPS certification has been modernized and moved online You can’t fake project management skills (I know, I tried.) Latest blog posts Notable items from other sites – ‘Accidental CX’, new research on […]
Unless yours is a very small company, you will not be able to implement and operate an effective Net Promoter System or any other feedback and improvement system without appropriate technology. To the extent possible, you should use Cloud-based (SaaS) solutions that do not require you to invest in hardware. Among other things, an advantage […]
Open plan office layouts, LinkedIn CEM group. Welcome to the 68th edition of my customer strategy newsletter. The five topics this week are: Customer-centric cost reduction and open plan office layouts LinkedIn Customer Experience Management group hits 100,000 members Latest blog posts Notable items from other sites – NPS for win/loss Looking forward Customer-centric cost reduction […]
One personal story I found myself in charge of pricing software services for Europe at DEC. Customers had fewer problems with the more recent versions of our software, and we wanted them to update. First, we implemented a policy saying that once the software was two versions old, we would not support it anymore. That […]
More on CX communication methods, complaints teams, text analytics and developing your CX career. Welcome to the 66th edition of my customer strategy newsletter. The five topics this week are: Communication – The average person is very bad at math What does a complaints team do? Latest blog posts Notable items from other sites – Thematic […]
Once you have a set of insights about customers, competitors, your industry, the external environment and you ability to implement, the next step is to decide what you are going to do about it. Ideally, the choices will be a collective proposal from the entire team that did the situation analysis. There is a human-nature […]
It is tempting to keep feedback requests very short to improve completion rates and avoid wasting customers’ time. However, I have yet to see research where demographics did not make a difference. Sometimes the differences are surprising. What we mean by ‘demographics’ Demographic information is that which you use to categorize responses. Of course you […]
New reference source of NPS benchmarks, don’t work for a cost reduction company (part 2). Welcome to the 63rd edition of my customer strategy newsletter. The five topics this week are: New reference source of NPS benchmarks More evidence that you should not work for a cost reduction company Latest blog posts Notable items from other […]
Way back in October last year I blogged about using direct marketing techniques to improve response rates to surveys. (You can find that blog here.) I would like to add some points that are specifically about survey requests sent by email. Here are five things you can do, in priority sequence. If you have other […]
