As many of you know, public competitive NPS benchmarks are exceedingly rare. The only large-scale public customer satisfaction data I know of is the American Customer Satisfaction Index. So… the question I asked myself is whether it would be better than nothing to design a method of converting an ACSI score into an NPS number. […]
Welcome to the 52nd edition of my customer strategy newsletter. The five topics this week are: Short answer to a question about the economics of loyalty Reactions to articles on the non-relationship between employee and customer satisfaction Latest blog posts Notable items from other sites – AI analysis of airline satisfaction Looking forward Short answer to […]
Regular readers will know that I am not a fan of cost benchmarking. The reason is simple. I think it is almost always misused, sometimes producing disastrous results. The primary reason for the misuse is clear: the belief that lower costs are always better. New examples all the time Bad implementations are common. I have […]
My research this month and a year ago has established that there is little or no relationship between employee and customer satisfaction. The full article with the latest results is here. Like last time, the research has shown that there are some companies that combine the best and the worst. I have identified the companies […]
As explained in my last article here, I have completed my second annual study of the relationship between employee and customer satisfaction for large US companies that sell to consumers. The results confirmed my conclusion that there is almost no relationship between the two for most businesses. The study also allowed me to understand which […]
This article is intended for readers who remember last year’s article or have read the corresponding chapter in our book Customer Experience Strategy – Design and Implementation. It will be difficult to understand without the context provided by the longer article. The full post is here. Summary The 2018 study confirms the 2017 finding that there […]
This article is an updated version of what I wrote on the same subject a year ago. For those who remember that post, or already understand the background and references to other research on the topic, I have written a simple summary that you can find here. I don’t believe it will be possible to […]
Welcome to the 50th edition of my customer strategy newsletter. The five topics this week are: ‘Speed Dating’ as a critical step in program management Do complaints and on-time % correlate with satisfaction ratings for US airlines? Latest blog posts Notable items from other sites – Top CX books, and the million dollar CX question Looking […]
Continuous improvement is a common catchphrase. It is easy to believe that making every existing process more efficient should be the focus. But what about eliminating the processes altogether? HP Lean Six Sigma training My team was responsible for the formal regional Lean Six Sigma process improvement training at HP. Like many large companies, we […]
