Way back in 2005 I had the privilege of attending an executive education program at Columbia called Creating Breakthrough Strategy. The course was far more practical than the other attendees and I expected. The reason was simple: the main content and structure were provided by Willie Pietersen, a South African who has been CEO of a […]
Implicit search, The Skeptics Guide to the Universe. Welcome to the 79th edition of my customer strategy newsletter. The five topics this week are: Could ‘implicit search’ revolutionize two-way customer feedback? Just started reading The Skeptics Guide to the Universe Latest blog posts Notable items from other sites – An article and some statistics about bad service […]
We are awful at observation. Our brains just don’t work all that well. Various psychological experiments lead to the inevitable conclusion that our brains work hard to fit whatever we perceive into known, existing categories. The part of this phenomenon that I want to cover here is called ‘inattentional blindness’. But what has this got […]
My new Net Promoter System podcast on healthcare with Rob Markey, customer vs. employee satisfaction research . Welcome to the 78th edition of my customer strategy newsletter. The five topics this week are: Starting my annual research on customer and employee satisfaction My new Net Promoter System podcast with Rob Markey is available Latest blog posts […]
I was talking to a former colleague yesterday. He described a recent meeting where he learned that major cost cutting still continues where we used to work. The discussion made me want to share what follows. I have seen cost cuts communicated well (which is rare) and poorly (which is the rule, rather than the […]
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. […]
