Welcome to the 29th edition of my customer strategy newsletter. The five topics this week are: Podcast on benchmarking now live Research on text analysis complete Latest blog posts Notable items from other sites Looking forward Net Promoter System Podcast on benchmarking now live I recently recorded a podcast on benchmarking with Rob Markey, Bain partner […]
Thanks to those who have taken the survey on analysis of open-ended questions. I would like to summarize what I have seen, provide a link to the results, and invite anyone who wishes to do so to analyze the answers to the open-ended questions. Summary of answers received so far: In round terms, a quarter […]
The best strategy development method I have come across is one I learned from Willie Pietersen at his Columbia Executive Education course and is also described in his excellent book, Strategic Learning. I have blogged about the critical first step, “Situation Analysis’ here. While the method is reasonably easy to understand and implement, some people […]
Quite a lot has been written about the recent $2.7 billion fine levied on Google, much of it simply wrong. Here is how to think about this type of competition law case, and yes, I am an expert: The European Commission launches competition law investigations based on complaints. This specific complaint first came from a […]
Welcome to the 28th edition of my customer strategy newsletter. The five topics this week are: Please respond to research about NPS text analysis Full Net Promoter System quiz now online Latest blog posts Notable items from other sites Looking forward Primary research about answers to open survey questions If you include open questions in customer […]
Here is the full Net Promoter System true/false quiz. The new questions are the final five below. All other questions are the same as those I have posted over the last five weeks. A link to the answers follows below the questions. The questions are all learning checks at the end of chapters in our […]
Welcome to the 27th edition of my customer strategy newsletter. The five topics this week are: Just recorded two more NPS podcasts An unusual negotiation technique – worth trying? Latest blog posts Notable items from other sites – Customer Advisory Boards, NPS benchmarks Looking forward Recorded two more NPS podcasts with Rob Markey Rob Markey and […]
And here is another puppy photo! Enjoy. And of course, it is time for the fifth in a series of true or false questions about the Net Promoter System. There will be one final batch of questions next week. A link to the answers follows below the questions. The questions are all learning checks at […]
Welcome to the 26th edition of my customer strategy newsletter. The five topics this week are: Thoughts about loyalty cards Article on British Airways: “How cost cutting increases costs.” Really? Latest blog posts Notable items from other sites – Jobs to be Done, Customer Support Looking forward Thoughts about loyalty cards I have difficulty making up […]
By popular demand and threats of lawsuits from local puppies, I have decided to give them equal time. Enjoy. And of course, it is time for the fourth in a series of true or false questions about the Net Promoter System. You can look forward to several new questions each week, for about the next […]
