There is quite a lot of confusion about which types of customer research are useful for predicting revenue, and which serve more general purposes. No matter what type of research you want to start, there is an important principle to observe: You must provide more value than you extract! Customers must get more benefit from […]
Welcome to the 108th Customer Strategy newsletter. The subjects this time are: Happy to have been quoted multiple times in a Fortune article on NPS Have written seven industry-specific NPS benchmark reports Latest blog posts – CX Strategy Notable items from other sites – Let’s have a laugh! Looking forward Happy to have been […]
Welcome to the 12th article in a series about customer experience strategy development and implementation. This is the final article in a sub-series of seven about CX measurement and improvement systems. I hope you have enjoyed them, and that you learned at least a little. This time I will cover journey mapping and make some […]
This is the 11th article in a series about customer experience strategy, and the sixth in a subset about CX measurement and improvement systems. Various consulting companies propose proprietary measurement systems. The Temkin Group, for example, has both the Temkin Loyalty Index and the Temkin Experience Rating. They are useful examples as they both have […]
After a bit of a break, here is the 11th instalment of our series on customer experience strategy. This is the fifth article in a sub-series on CX measurement and improvement systems. Authors Keiningham, Aksoy, Williams and Buoye describe the system in the book of the same name. Its focus is a composite metric that […]
