The first part of this modern fairy tale can be found here. Continuing the story of what happens when you don’t bother with a customer experience strategy. (Because you already know what to do.) [Reflections in the middle of the night…] I can’t say I had a good day. Our CEO (John) wants me to […]
Your CEO keeps saying customers are important. Your own business leader says the same thing. So does your manager. So why do you still think this is just ‘lip service’ and that nobody really cares? I can suggest several reasons, and some practical steps you may want to take to improve things. In any company, […]
Welcome to the 31st edition of my customer strategy newsletter. The five topics this week are: Possibly the most important internal relationship for customer experience managers Negative surprise with the LinkedIn NPS Forum Latest blog posts Notable items from other sites Looking forward Advice for CX leaders: Join the sales team If you are successful in […]
Don’t bother with a customer experience strategy. You already know what to do. Well, most of us think we do. Including me. We all have lots of ideas that will make customers happier. Let’s just implement them. That should save a lot of time. Right? And now… a bedtime story about how that is likely […]
Welcome to the 30th edition of my customer strategy newsletter. The four topics this week are: What is really happening to customer satisfaction with US airlines? (Not what you think) Latest blog posts Notable items from other sites Looking forward What is really happening to customer satisfaction with US airlines? Given the amount of negative […]
No strategy is worthwhile and no project is worth doing if you cannot communicate it effectively. Once the communication is about how your customers and partners feel about your company, intuition and emotion enter into play. Let’s start with two suggestions. The first is on how to use color-coding of numbers to achieve what you […]
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 […]
