A series of unusually bad interactions with companies. Welcome to the 74th edition of my customer strategy newsletter. The five topics this week are: Personal experience with health insurance and online ordering of some lights Personal experience with the LinkedIn feedback process Latest blog posts – The heart of the Net Promoter System Notable items from […]
The Outer Loop is where generic, systematic improvement opportunities get addressed. There are two types of Outer Loop activities: The first are those that can be addressed within a single team or function. For example, if your French customers consistently tell you they do not want service center people to use their first names when […]
Your research process produces feedback that individual employees and teams need to understand and react to. Let’s consider the simplest and most common use of the Inner Loop: ‘episode’ research. A customer has a query of some sort and wants it resolved. Let’s suppose they have filed an insurance claim. An agent in your team […]
While it is unfortunately the only part of the system that many companies use, the NPS numbers don’t matter all that much. What matters is what you do with what you have learned. The heart of the Net Promoter System lies in the three processes that support feedback, learning and improvement. They are shown above. […]
Strange in-restaurant survey by McDonalds, Singapore Airlines feedback process. Welcome to the 72nd edition of my customer strategy newsletter. The five topics this week are: My experience providing feedback in a local McDonald’s Singapore Airlines customer feedback process Latest blog posts Notable items from other sites – Cognitive Bias, ROI of customer experience improvement Looking forward […]
Just a few thoughts based on hearing that “the plural of anecdote is not data” twice in the last week. Before digging into the origin of the saying, let me just say that I feel it is wrong. Sentences are data: unstructured data. Modern text analytics software allows us to transform a set of anecdotes […]
Some thoughts on how to avoid confirmation bias when interpreting research results. While I will use Net Promoter System research as an example, this applies to all forms of customer and other research. And… I will suggest how you can use cognitive biases to your advantage when presenting your results or persuading people to invest […]
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 […]
