The ultimate question, the impossibility of proving something does not exist, text analytics, survey response rates and scores for hospitals, LinkedIn groups. Welcome to the 77th edition of my customer strategy newsletter. The five topics this week are: Is ‘willingness to recommend’ really ‘The Ultimate Question’? It’s impossible to prove that something does not matter to […]
I have a sort of hobby: answering companies’ requests for my feedback and seeing whether they will write back to tell me what they have learned and what they are going to do. I suppose I have responded to about 20 such requests over the last two months, and then heard nothing at all back, […]
On the general subject of ‘customer-centric cost reduction’ I would like to discuss an area that many medium to large companies do not examine at all, and the rest do not cover deeply enough. Contra revenue is not in your P&L or in your Balance Sheet. It therefore receives little attention in most companies. After […]
What can Swiss mountain guides teach us about leadership? The ‘Change Equation’. The ins and outs of dating apps. Customer Journey Mapping best practices. Welcome to the 76th edition of my customer strategy newsletter. The five topics this week are: Leadership lessons from Swiss mountain guides The ‘Change Equation’ Latest blog posts – NPS for startups. […]
Let’s face it; most start-ups fail. Some fail because they think they are doing what customers want, but they are simply wrong. Some fail for other reasons. All of these are very small companies, or at least they start very small. And in the case of technology, I think they all face a specific challenge… […]
Instagram page with our drawings, NPS podcasts, LinkedIn groups and more. Welcome to the 75th edition of my customer strategy newsletter. The five topics this week are: Instagram page with our business art New Net Promoter System podcasts coming – your input needed Latest blog posts – In praise of LinkedIn groups – R.I.P. Notable items […]
A series of unusually bad interactions with companies. Welcome to the 74th edition of my customer strategy newsletter. The five topics this week are: Personal experience with health insurance and online ordering of some lights Personal experience with the LinkedIn feedback process Latest blog posts – The heart of the Net Promoter System Notable items from […]
The Outer Loop is where generic, systematic improvement opportunities get addressed. There are two types of Outer Loop activities: The first are those that can be addressed within a single team or function. For example, if your French customers consistently tell you they do not want service center people to use their first names when […]
