I suppose it all started in a bathtub in 1981. I was working for the Wrangler jeans company in Paris. My boss was in his bathtub. (I hasten to add that I was not present at the time.) We had a line of ‘shrink to fit’ jeans. The idea was that you would get into a […]
“Our customers are our top priority.” “Everything we do, we do for our customers.” “Customers come first.” Internal and external corporate communication is full of statements like these. Do they actually mean anything? Here is how to know, at least for your own company. The nature of business strategy The reason you need a strategy […]
Welcome to the 14th edition of my customer strategy newsletter. The five topics this week are: Use emotion to secure investments in customer experience April is answers month at the Net Promoter® System (NPS) Forum on LinkedIn Latest blog posts Notable items from other sites Printed versions of books are imminent Use emotion to secure investments in […]
American psychologist Frederick Herzberg invented the ‘Two-factor Theory of Motivation‘ in the context of his work on how to motivate employees to perform. The two factors are ‘hygiene factors’ and ‘motivators’. I believe the theory also applies to customer behavior. Herzberg’s work is far simpler than Maslow’s and is easy to understand: Hygiene factors These […]
Welcome to the 13th edition of my customer strategy newsletter. The five topics this week are: Reflections on answering surveys and never hearing anything back Progress with Net Promoter® System (NPS) Forum on LinkedIn Latest blog posts, including the customer-employee love-hate matrix Notable items from other sites Looking forward Surveys that add no value I received […]
Introducing the ‘Customer-Employee Love-Hate Matrix’, shown above Following on from last week’s post Proof there is no relationship between employee and customer satisfaction, I would like to provide the ‘love-hate matrix’ above. It is for large businesses serving US consumers. The four cuts are: Companies that are in the top 10% for both employee and […]
Welcome to the 12th edition of my customer strategy newsletter. The five topics this week are: Proof there is no general relationship between employee and customer satisfaction Progress with Net Promoter® System (NPS) Forum on LinkedIn Latest blog posts Notable items from other sites Our books are available as of today! Employee and customer satisfaction […]
This article is an update to my January article on the same subject. At the time, 2016 American Customer Satisfaction Index data for 71 companies was not yet available. I used 2015 data for those companies instead. All 2016 data is now available, and the new results should surprise readers even more than the original […]
Welcome to the 11th edition of my customer strategy newsletter. The five topics this week are: Changes to the NPS Forum on LinkedIn Lifetime value of a customer Latest blog posts Notable items from other sites Looking forward The NPS Forum on LinkedIn The largest Net Promoter System group on the web is the 22,800-member ‘NPS […]
