Welcome to the 103rd Customer Strategy newsletter. The five topics this week are: More on the ‘warmth and competence’ model, after recent personal experiences Our books on list of ‘100 best customer experience books of all time’ Latest blog posts – Deep series on NPS continues Notable items from other sites – Freakonomics on […]
Welcome to the 29th article in my series on the Net Promoter Score and System. What follows below is my advice about the survey infrastructure you need to be successful. You can read all of the prior articles on our blog page here. Unless yours is a very small company, you will not be able […]
Welcome to the 28th article in my series on the Net Promoter Score and System. This time I introduce the part of the Net Promoter System framework that is called the ‘Robust Operational and Analytic Infrastructure’, and go on to provide some suggestions about the team or teams you need to be successful. You can […]
Welcome to the 27th article in my series on the Net Promoter Score and System. You can read all of the prior articles on our blog page here. Nike and Lululemon are probably the two most respected and recommended sports clothing brands as I write this. What I want to relate is what goes wrong […]
Welcome to the 26th article in my series on the Net Promoter Score and System. This time the subject is money! We are talking about the Net Promoter System. The key word here is ‘Promoter’. Read on… You can read all of the prior articles on our blog page here. So, you have identified a […]
Welcome to the 25th article in my series on the Net Promoter Score and System. The subjects this time are the Outer Loop and the Huddle. You can read all of the articles here. The Outer Loop is where generic, systematic improvement opportunities get addressed. There are two types of Outer Loop activities: The first […]
Welcome to the 24th article in my series on the Net Promoter Score and System. The subject this time is the Inner Loop; the process for quickly addressing the concerns of individual customers. The ‘class issues’ that affect whole categories of situations and customers will be covered next time, in my article on the Outer […]
Welcome to the 102nd Customer Strategy newsletter. The five topics this week are: A different approach to the use of AI: Early detection of customer disloyalty A useful quality check if you use double-blind NPS benchmarks Latest blog posts – Deep series on NPS continues Notable items from other sites – Willie Pietersen on strategy – […]
Welcome to the 23rd article in my series on the Net Promoter Score and System. This post is the shortest of all. I decided to separate it from the text I have written about the Inner Loop (which will now be the next article) for the sake of clarity. Over the last few years I […]
Welcome to the 22nd post in my extensive series on NPS and the Net Promoter System. In the last two articles I discussed the major mistakes made by British Airways, Audi and others. This time I cover a company that almost gets it right. Unfortunately their results seem to be a sort of ‘vanity metric’ […]
