Just a few thoughts based on hearing that “the plural of anecdote is not data” twice in the last week. Before digging into the origin of the saying, let me just say that I feel it is wrong. Sentences are data: unstructured data. Modern text analytics software allows us to transform a set of anecdotes […]
Some thoughts on how to avoid confirmation bias when interpreting research results. While I will use Net Promoter System research as an example, this applies to all forms of customer and other research. And… I will suggest how you can use cognitive biases to your advantage when presenting your results or persuading people to invest […]
New NPS ‘Masterclass’, importance of project management. Welcome to the 70th edition of my customer strategy newsletter. The five topics this week are: Official NPS certification has been modernized and moved online You can’t fake project management skills (I know, I tried.) Latest blog posts Notable items from other sites – ‘Accidental CX’, new research on […]
Unless yours is a very small company, you will not be able to implement and operate an effective Net Promoter System or any other feedback and improvement system without appropriate technology. To the extent possible, you should use Cloud-based (SaaS) solutions that do not require you to invest in hardware. Among other things, an advantage […]
Open plan office layouts, LinkedIn CEM group. Welcome to the 68th edition of my customer strategy newsletter. The five topics this week are: Customer-centric cost reduction and open plan office layouts LinkedIn Customer Experience Management group hits 100,000 members Latest blog posts Notable items from other sites – NPS for win/loss Looking forward Customer-centric cost reduction […]
