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 […]
Fred Reichheld wrote his landmark article The One Number You Need to Grow and published it in the Harvard Business Review in December 2003. He had spent two years investigating customer loyalty research. What he found was surprising and counterintuitive, at least at the time. Answers to a single question predicted customer loyalty and therefore […]
Welcome to the 40th edition of my customer strategy newsletter. The five topics this week are: The Dunning-Kruger effect and customer experience Data collection for my annual report on customer versus employee satisfaction Latest blog posts Notable items from other sites – Great infographics from Temkin Looking forward The Dunning-Kruger Effect and customer experience […]
The Customer Effort Score is the metric described in the excellent book The Effortless Experience by Dixon, Toman and Delisi. The primary focus is service-center work and the associated metrics. The authors present a compelling argument that what matters most for some customer interactions is how hard it is for the customers to get what […]
Welcome to the 39th edition of my customer strategy newsletter. The five topics this week are: New podcast on ‘Net Promoter for People’ Another irritating survey Latest blog posts Notable items from other sites Looking forward New podcast on ‘Net Promoter for People’ Many companies, and I suppose all large companies, run annual employee surveys. The […]
When you are asked to rate your ‘overall satisfaction’ with something, you have entered the Customer Satisfaction rating system. The most common way of doing this is to ask you to rate satisfaction on a scale from 1 to 5, where 5 means ‘extremely satisfied’. There is a minor challenge in the rating scale, as […]
Welcome to the 38th edition of my customer strategy newsletter. The five topics this week are: New book: “So Happy Here” – The Absurdist but Essential Guide to Better Business Thoughts about the importance of identifiable enemies Latest blog posts Notable items from other sites Looking forward “So Happy Here” – The Absurdist but Essential Guide to Better […]
There are quite a number of customer experience measurement and improvement systems in use around the world. They are not all equal. This post is the first in a series that covers some of the most common ones. Some consulting companies offer proprietary systems, and I will cover their main measurement principle. There are wide […]
Welcome to the 37th edition of my customer strategy newsletter. The five topics this week are: New Net Promoter System Podcast – Rallying teams around Net Promoter Some interesting lessons for presenting over the phone Latest blog posts Notable items from other sites – Forrester and Blake Morgan Looking forward – New book! New Net Promoter […]
