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 […]
Welcome to the 49th edition of my customer strategy newsletter. The five topics this week are: Predictability of costs can me more important to customer than how high they are Two types of events that should cause customers, employees, partners and communities to worry Latest blog posts Notable items from other sites – CX assessments Looking […]
I am trying to form my thoughts about what criteria are reasonable when deciding on a benchmark research provider. My current thinking is below. I welcome your additions and corrections. What is benchmark research? According to the Merriam-Webster dictionary, a benchmark is ‘something that serves as a standard by which others may be measured or judged’. […]
It was Valentine’s Day a few years ago, and I was puzzled by the results of some HP customer experience research. The data source and volume were impeccable. However, the results seemed to prove something that differed from everything that I had learned about customer improvement work. Putting the data and the date together caused […]
Welcome to the 47th edition of my customer strategy newsletter. The five topics this week are: IKEA and customer experience – Ingvar Kamprad RIP The customers (in this case the patients) should not always be given what they want Latest blog posts Notable items from other sites Looking forward IKEA and customer experience – Ingvar Kamprad RIP […]
This is the third in a series of three articles on types of teams you may want to implement if you want to improve customer experience. This time I cover two types of executive ‘sponsors’: those for individual large customers, and project sponsors. Executive sponsors for strategic accounts A ‘strategic account’ is a customer who […]
Welcome to the 46th edition of my customer strategy newsletter. The five topics this week are: Artificial Intelligence and Customer Experience Preserving customer experience work in times of cost reduction Latest blog posts Notable items from other sites – Micro Focus NPS, Barclays’ CX journey Looking forward Artificial Intelligence and Customer Experience As mentioned last week, […]
