Welcome to the 44th edition of my customer strategy newsletter. The five topics this week are: Watermelon problems New Net Promoter System podcast – Behavioral Econonomics Latest blog posts Notable items from other sites Looking forward Watch out for ‘Watermelon problems’ While I was in LA last month, I spoke with the customer experience leader of […]
I have been trying to work out why most Net Promoter System implementation I see are missing even some basic things. I believe I have found a new way of thinking about the problem. The relationship between countries’ constitutions and the Net Promoter System Many countries have a constitution. The constitution is the fundamental law […]
Welcome to the 43nd edition of my customer strategy newsletter. The five topics this week are: Are there entire industries where making customers happy is impossible? Does NPS need a single standard? Latest blog posts Notable items from other sites Looking forward Are there entire industries where making customers happy is impossible? While listening to a […]
This is the final article in a 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 suggestions about choosing the improvement system that best matches your needs. The journey mapping section […]
Welcome to the 42nd edition of my customer strategy newsletter. The five topics this week are: Customer Experience as a growth initiative Relationship between NPS trends and market share / growth Latest blog posts Notable items from other sites – Fred Reichheld, Jared M. Spool Looking forward Positioning Customer Experience as a growth initiative Over my […]
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 one thing in common with the systems proposed by other consulting companies: they are composite metrics, aggregating customer responses to multiple questions. Since they […]
Greetings everyone, and my best wishes for a happy 2018! I started my website and blog on January 1st 2017. As this is my last message to you for this year, I thought I would let you know which of my blog posts and LinkedIn articles have been read and shared the most. If you […]
Authors Keiningham, Aksoy, Williams and Buoye describe the system in the book of the same name. Its focus is a composite metric that combines the list of brands that a customer thinks of and their relative satisfaction with the same brands. Their research on the metric is sound and predicts share of wallet well in […]
Welcome to the 41st edition of my customer strategy newsletter. The five topics this week are: Net Promoter System podcast on cultural differences Customer experience research in hospitals Latest blog posts – Customer experience measurement and improvement systems Notable items from other sites Looking forward Net Promoter System podcast on cultural differences If you […]
