Welcome to the third article in my series on how to develop and implement a customer experience strategy. You can find the previous articles in the series here. Why bother with strategy? The reason you need a strategy is simple: you do not have unlimited resources and never will. The word comes from the Greek […]
Welcome to the second article in my series on how to develop and implement a customer experience strategy. This series is about customer experience in business-to-business (B2B) situations. Most of what you read elsewhere about customer experience is in the context of business-to-consumer and is not directly relevant. The reasons are the following: In B2B, […]
Welcome to the first article in my series on how to develop and implement a customer experience strategy. This series is about building and implementing a customer experience strategy in a business-to-business environment and in what I call ‘the real world’. The real world is one where people behave like human beings, and not as […]
Welcome to the 104th Customer Strategy newsletter. The six topics this week are: My new role – Editor in Chief – Owen CX Our NPS book has been refreshed CustomerGauge eBook on B2B CX and NPS includes a section with me Latest blog posts – Deep series on NPS ends Notable items from other sites […]
Welcome to the 37th article in my series on the Net Promoter Score and System. This is the last one in my extensive series based on my interpretation and use of the Bain Net Promoter System Framework. You can read all of the prior articles in the NPS series on our blog page here. Assessing […]
Welcome to the 36th article in my series on the Net Promoter Score and System. This time the subject is a tricky one: how to get and keep leadership commitment to customer experience work. These techniques have worked for me. I would love to hear what has worked for you. You can read all of […]
Welcome to the 35th article in my series on the Net Promoter Score and System. You can read all of the prior articles in the NPS series on our blog page here. The questions addressed here are about the true level of commitment of your leadership to improving customer loyalty and the associated mid-term financial […]
Welcome to the 34th article in my series on the Net Promoter Score and System. You can read all of the prior articles in the NPS series on our blog page here. Many companies have employee training and development processes. Here is how the Net Promoter System should be included in three common types of […]
Welcome to the 33rd article in my series on the Net Promoter Score and System. I want to introduce a new concept this time. I call it ceNPS and here is what it is about: Your employees have quite a bit of knowledge about your customers. Why not ask them what your customers want you […]
