As regular readers will know, I have been quite frustrated by the focus customer experience professionals place on metrics. Your primary focus should be on designing and implementing improvement projects, not on measurement. In that context, I would like to suggest a strategy development architecture that emphasizes that point and prioritises speed over precision. First […]
Make it easy for customers to complain. Reactions to my ‘NPS is dead’ blog post. Welcome to the 93rd edition of my customer strategy newsletter. The five topics this week are: A complaints team is one of the first things you should implement Reactions to my ‘Is NPS Dead?’ blog post last week Latest blog posts […]
The Net Promoter Score is dead! Or are the reports on NPS simply fake news? Well, the image at the top of the article shows what I found with a simple Google search. So… is the Net Promoter Score dead? Here are the views of two important people: And of course this well-known quote: […]
Quite a lot has been written about the $2.7 billion fine levied on Google in the case about comparison shopping sites. Much of what has been written is simply wrong. The new $1.7 billion fine for AdSense is similar from a legal perspective. Here is how to think about this type of competition law case, […]
Differences in the way B2B and B2C customers answer open questions. Speaking experience at CustomerGauge event in Amsterdam. Welcome to the 91st edition of my customer strategy newsletter. The five topics this week are: Unexpected (to me) difference between B2B and B2C customer feedback My recent speaking experience in Amsterdam Latest blog posts – Answers to […]
I attended and spoke at the CustomerGauge Monetize! event in central Amsterdam last week. It was fabulous event, held in a theatre that has been created in an old church building. I was able to socialize extensively with the attendees, the speakers, and various people from the CustomerGauge team. I found my interactions with their […]
A different sort of newsletter this week. I have combined two blog posts on my annual study on the relationship between employee and customer satisfaction to make this special edition. Just like the last two years, I found that the relationship between the two factors is far weaker than most of us would like […]
And here is today’s Fake News (though the quotes are real): “Our core values: … Put the customer first…” – Frontier Communications website “We take pride in knowing how to take care of you.” – Message to potential employees on the State Farm website “Our team members are the key to our success. Whether they […]
“Everybody knows that happy employees make happy customers.” “Satisfied employees are the single most important driver of customer satisfaction.” In reality, I don’t believe employee satisfaction even makes the top three for most businesses. And I think I can prove it. This is the third year in a row that I have studied the relationship […]
