Edited by Maurice FitzGerald – Drawing by Peter FitzGerald There are too many surveys in the world. Be selective. You don’t have unlimited resources. Nor do your customers. Don’t waste their time or yours. Here are some considerations that should help. Don’t ask what you already know You will use your customer database to determine […]
Edited by Maurice FitzGerald – Drawing by Peter FitzGerald Deeper dive into ACSI and Glassdoor data Following on from last week’s post on the relationship between employee and customer satisfaction, I am now going to provide four different cuts of data, at least one of which should be a major surprise. The four cuts are: […]
Welcome to my third newsletter covering customer experience and customer-centric business strategy. The four topics this week are: Do happy employees matter to customers? Highlights from my own blog. Notable customer experience items from other sites. Looking forward. View this email online Do happy employees matter to customers? Not much Most people believe employee satisfaction […]
It is obvious to everyone who works on customer experience that happy employees make happy customers. But… is there actually any evidence for this? Not much, though you would not know it at first. This research I am about to report uses a new method to study the relationship between the two, using public data […]
Welcome to my second newsletter covering customer experience and customer-centric business strategy. The four topics this week are: News items and thoughts from the world of strategy and customer experience. Highlights from my own blog. Notable customer experience items from other sites. Looking forward. View this email online Thanks We have had 600 views of […]
This post is about customer-centric cost reduction, an apparent oxymoron. It includes the list of the only 3.5 ways of sustainably cutting costs that exist. Unfortunately, faced with a profitability crisis or a need to find money to invest, most companies want to sort our their P&L first, and worry about keeping customers onside later. […]
View this email online Welcome to my first newsletter. I hope you will find the subjects interesting. I will try to cover four topics each time: News items and thoughts from the world of strategy and customer experience. Highlights from my own blog. Things other experts have said or written. Looking forward. The Top 15 […]
My experience is mainly in business-to-business (B2B) situations. Most of what you read elsewhere about customer experience is in the context of business-to-consumer, and at least some of it is not directly relevant to B2B. The reasons B2C methods may not work for you are the following: In B2B, a single person is never responsible […]
The Net Promoter System® is the most widely adopted system for managing customer feedback and improvement. It is used around the world and works well in all cultures and languages. Like most management systems, it has advantages and disadvantages. Its principal advantage is its simplicity. It is easy to understand and easy to communicate. Its […]
Ah… sponsorship. Do you have it? Can you get it? You may have a brilliant new idea and need people and money to move it forward. You may want to understand whether you and your team will survive the latest cost-cutting efforts. The results and answers depend on the sponsorship you have for your work […]
