Customer Experience Management LinkedIn group. FAQ: Is my NPS or CSAT score any good? Welcome to the 59th edition of my customer strategy newsletter. The five topics this week are: Now managing the Customer Experience Management group on LinkedIn Some thoughts on whether a particular NPS or CSAT score is good or not Latest blog posts […]
Mark Hurd is CEO of Oracle, and was CEO of HP before that. While at HP, he made many speeches about cost. His general philosophy was best illustrated by my favorite event, an all-employee meeting he hosted when visiting Israel. [Special request to those who have bought the print version of Customer-Centric Cost Reduction: Please read […]
Airline satisfaction headlines and data do not match. My compliments to Tordoffs. Welcome to the 57th edition of my customer strategy newsletter. The five topics this week are: Poor reporting of latest ACSI airline satisfaction results My compliments to Tordoffs for how they handled my problem Latest blog posts Notable items from other sites – 4 […]
Such a contrast I was looking out my office window near Charles de Gaulle airport in 1982. The phone rang just as I was watching Concorde take off on its daily flight to New York. In hindsight, the contrast was complete. The roar of the afterburners was the symbol of no-expense-spared extravagance. The phone call […]
Facebook employee and customer satisfaction continue to be opposites. Recommending the place where you live? All vodkas are identical! More. Welcome to the 55th edition of my customer strategy newsletter. The five topics this week are: Facebook employee and customer satisfaction continue to be opposites Recommending the place where you live? Latest blog posts Notable items from […]
This is not a stupid question! Last week I had the pleasure of speaking to an LA-based reader and head of customer experience for a very large company. He was one of the early readers of our book Net Promoter – Implement the System. He has a great understanding of the different types of customer research. […]
Useful new free source of NPS competitive benchmarks? Where should Customer Experience report? Welcome to the 53rd edition of my customer strategy newsletter. The five topics this week are: Possibly useful free source of competitive NPS competitive benchmarks Discussions about who is responsible for customer experience Latest blog posts Notable items from other sites – Customer […]
As many of you know, public competitive NPS benchmarks are exceedingly rare. The only large-scale public customer satisfaction data I know of is the American Customer Satisfaction Index. So… the question I asked myself is whether it would be better than nothing to design a method of converting an ACSI score into an NPS number. […]
