While I have been pushing a scientific approach to building and implementing a customer experience strategy for a long time, let’s put that aside for a moment. After working in this area since 1981, there are a few things I believe are high priorities for most B2B customers. You probably won’t discover some of these […]
Welcome to the 36th edition of my customer strategy newsletter. The five topics this week are: Unexpectedly popular career advice post on LinkedIn So, I have my first NPS or CSAT score. Is it a good score? Latest blog posts Notable items from other sites – Provide Support Infographic and Quora.com Looking forward Unexpectedly popular career advice […]
“OK, I have my NPS number. Is it good or bad?” There are two parts to the answer. First, the score does not tell you much on its own. The reasons customers give for the scores and what they want you to improve are more important. Second, the absolute score number is meaningless. What matters […]
Welcome to the 35th edition of my customer strategy newsletter. The five topics this week are: New Net Promoter System podcast: Games People Play Thank you for the kind feedback on the last two blog posts Latest blog posts Notable items from other sites – Freakonomics, and CX Talks Looking forward Net Promoter System Podcast – […]
OK, this is going to seem like an odd story. Please bear with me for a minute, and you will see why it is relevant to customer strategy. I was 11 years old Freshly arrived in Seattle, I was in the 7th grade at Morgan Junior High. It was 1966. Yes, I was the youngest […]
It’s probably one of the worst possible situations to be in. You prepare for days, weeks or months. You make a fabulous project proposal to your leadership team. You get it approved in the meeting. You show up to work the next day and realize that you have to start from scratch again to hire […]
Welcome to the 34th edition of my customer strategy newsletter. The five topics this week are: Reactions to the ‘Modern Day Fairy Tale’. Customers want to be remembered Latest blog posts Notable items from other sites Looking forward Reactions to the ‘Modern Day Fairy Tale’ Thank you for the many reactions I received on my ‘fairy […]
Like most people, I receive lots of survey requests by email. Unlike most people, I don’t just delete them all. I want to learn. What I usually learn is that most survey designers don’t understand even the most basic direct marketing techniques. Here are some that you may want to consider. Direct marketing reference source […]
As a retired HP person, I have been reflecting on ‘cutting your way to greatness’. There are not too many examples of success. Let’s look at one example, then suggest a more balanced approach. Yahoo Consider Marissa Mayer’s term at Yahoo. Consider the various stakeholders and whether it was good for each of them: Customers: […]
Don’t bother wasting time developing a customer experience strategy. You already know what to do! Well, most of us think we do. Including me. We all have lots of ideas that will make customers happier. Let’s just implement them. That should save a lot of time. Right? And now… a bedtime fairy tale about how […]
