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Past newsletters All weekly issues, since the beginning

July 1, 2021

#109 – Survey problems, Heidi hits the wall

Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, Fortune, Net Promoter System, NPS benchmarks, OCX Cognition, research, strategy /

August 18, 2020

#108 – Fortune article on NPS, NPS benchmark reports, and a bit of humor

Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, Fortune, Net Promoter System, NPS benchmarks, OCX Cognition, research, strategy /

March 13, 2020

#106 – OCX Cognition, Rob Markey in HBR, Unified Data Analytics

Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, Net Promoter System, OCX Cognition, research, strategy, Thematic /

November 28, 2019

#105 – Experia Summit, Tesla experience so far, Reichheld, Bain

Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, Net Promoter System, Owen CX, research, strategy /

October 26, 2019

#104 – My new role, NPS book refreshed, Customer Gauge eBook, KPMG Nunwood, ACSI

Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, Net Promoter System, Owen CX, research, strategy /

September 10, 2019

#103 – Warmth and competence – 100 best CX books – Freakonomics – ACSI

Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, Net Promoter System, research, strategy /

August 17, 2019

#102 – Using AI to predict customer loyalty – A useful NPS benchmark provider quality check

Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, Net Promoter System, research, strategy /

July 24, 2019

#101 – Choosing projects, benchmarks, tech support cartoons

Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, infographics, Metrics, Net Promoter System, research, strategy /

July 2, 2019

#100 – 100th issue – When is it OK not to invest in CX? – NPS blogs – Infographics – 100 ideas

Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, infographics, Metrics, Net Promoter System, research, strategy /

June 10, 2019

#99 – Relationship between employee and customer sat (new study) – Journey mapping for scorecard reporting

Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, Metrics, Net Promoter System, research, strategy, Temkin /

June 6, 2019

#98 – Choosing CX project names. Does your clock show the same time as your customer’s?

Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, Metrics, Net Promoter System, Podcast, project management, research, strategy, TAT /

May 28, 2019

#97 – New Net Promoter System podcast, two CX books I read recently, bad experience with ‘Fruit’ company, Reicheld and Owen on WSJ article

Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, Metrics, Net Promoter System, Podcast, research, strategy, Wall Street Journal, WSJ /

May 20, 2019

#96 – WSJ article on NPS, Temkin research now free, Journey Mapping, Improved version of original NPS research

Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, Metrics, Net Promoter System, research, strategy, Temkin, Wall Street Journal, WSJ /

May 9, 2019

#95 – Change equation – Are your metrics any good? – Great NPS podcast – Jeb’s Jobs technical support (funny)

Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / creative commons, customer complaints, Customer Experience, Customer Satisfaction, Metrics, Net Promoter System, research, strategy /

April 24, 2019

#94 – Happy Birthday to us!

Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategy, Video / customer complaints, Customer Experience, Customer Satisfaction, Net Promoter System, research, Speaking, strategy /

April 11, 2019

#93 – Complaints management, ‘NPS is dead’ blog, Amsterdam video

Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategy, Video / customer complaints, Customer Experience, Customer Satisfaction, Net Promoter System, research, Speaking, strategy /

March 28, 2019

#91 – Critical difference in B2B vs. B2C feedback, Speaking experience in Amsterdam

Maurice FitzGerald / Behavioral economics, Customer Satisfaction, Employee Satisfaction, Newsletter, NPS, Strategy / ACSI, Customer Experience, Customer Satisfaction, employee satisfaction, Net Promoter System, research, Speaking, strategy /

March 8, 2019

#90 – The relationship (or not) between employee and customer satisfaction

Maurice FitzGerald / Customer Satisfaction, Employee Satisfaction, Newsletter / ACSI, Customer Satisfaction, employee satisfaction, Glassdoor /

February 28, 2019

#89 – Employee and customer sat, Consumer subscription service feedback

Maurice FitzGerald / Behavioral economics, Newsletter, NPS, Strategy / ACSI, Avis, Bain, Compaq, Customer Experience, Customer Satisfaction, employee satisfaction, Hertz, HP, Net Promoter System, research, strategy, Willie Pietersen /

February 12, 2019

#88 – Valentine’s Day, Another restaurant survey, Lumoa predictions for 2019, Patient experience

Maurice FitzGerald / Behavioral economics, Newsletter, NPS, Strategy / Adrian Swinscoe, Customer Experience, Lumoa, restaurant surveys, strategy, Valentine's Day /

January 27, 2019

#87 – Reverse-engineering CX, Customer-employee NPS, CCXP exam questions, your personal promise to customers

Maurice FitzGerald / Behavioral economics, Newsletter, NPS, Strategy / Customer Experience, employees, Net Promoter System, research, strategy /

January 10, 2019

#86 – New NPS training course, how I landed in CX, the customer experience factory, customer advisory boards

Maurice FitzGerald / Behavioral economics, Newsletter, NPS, Strategy / banks, Customer Experience, Net Promoter System, PwC, research, VOC /

January 2, 2019

#85 – The art of persuasion, BA NPS manipulation, CX tips for 2019, 1-800-GOT-JUNK NPS podcast

Maurice FitzGerald / Behavioral economics, Cost reduction, Newsletter, NPS, Strategy / banks, Customer Experience, Net Promoter System, PwC, research, VOC /

December 13, 2018

#83 – Most-read articles update, manipulating NPS scores, funny videos, AI bias

Maurice FitzGerald / Cost reduction, Newsletter, NPS, Strategy / banks, Customer Experience, Net Promoter System, PwC, research, VOC /

December 4, 2018

#82 – Most-read articles, how not to do research, mandatory NPS for UK banks, cartoons

Maurice FitzGerald / Cost reduction, Newsletter, NPS, Strategy / banks, Customer Experience, Net Promoter System, PwC, research, VOC /

November 23, 2018

#81 – Goodhart’s Law, eCommerce again, loyalty equals cost reduction, VOC program design

Maurice FitzGerald / Cost reduction, Newsletter, NPS, Strategy / bad service, Customer Experience, eCommerce, Fred Reichheld, Net Promoter System, VOC /

November 15, 2018

#80 – SAP & Qualtrics, eCommerce, Customer Success and more

Maurice FitzGerald / Cognition, Cost reduction, Newsletter, NPS, Psychology, Strategy / bad service, Customer Experience, Customer Success, eCommerce, Net Promoter System, Qualtrics, SAP /

November 8, 2018

#79 – Implicit search, Skeptics Guide, bad service

Maurice FitzGerald / Cognition, Cost reduction, Newsletter, NPS, Psychology, Strategy / bad service, Customer Experience, Net Promoter System, Podcast, Skeptics Guide, Statistics, Surveys /

October 26, 2018

#78 – My new NPS podcast on Healthcare, customer and employee satisfaction research, dropoff rates, Temkin/Qualtrics

Maurice FitzGerald / Cost reduction, Newsletter, NPS, Strategy / Bain, Customer Experience, employee satisfaction, Net Promoter System, NPS, Podcast, Qualtrics, response rates, Surveys, Temkin /

October 16, 2018

#77 – The Ultimate Question? Invisible dragons, text analytics, response rates

Maurice FitzGerald / Newsletter, NPS, Strategy / Customer Experience, Net Promoter System, NPS, response rates, Surveys, text analytics, The Ultimate Question /

September 26, 2018

#76 – Swiss mountain guides, change equation, dating apps, customer journey mapping

Maurice FitzGerald / Newsletter, NPS, Strategy / Customer Experience, Dating apps, Journey mapping, managing change, Net Promoter System, NPS, Surveys, text analytics /

September 14, 2018

#75 – Instagram business art, NPS podcasts, LinkedIn groups, patient satisfaction, NPS benchmarks

Maurice FitzGerald / Images, Newsletter, NPS, Strategy / bad service, Customer Experience, Instagram, LinkedIn, Net Promoter System, NPS, NPS benchmarks, patient satisfaction, Surveys, text analytics /

September 8, 2018

#74 – Communication issues, bad service, text analytics, IKEA, NPS and more…

Maurice FitzGerald / Newsletter, NPS, Strategy / bad service, Customer Experience, IKEA, Net Promoter System, NPS, Surveys, text analytics /

August 22, 2018

#72 – McDonalds, Singapore Airlines, and lots more

Maurice FitzGerald / Newsletter / Airlines, Behavioral economics, Customer Experience, Net Promoter System, NPS, Surveys, Temkin /

August 8, 2018

#70 – Official NPS training, importance of project management

Maurice FitzGerald / Newsletter, NPS, Strategy / Customer Experience, Net Promoter System, NPS, project management /

July 25, 2018

#68 – Open plan office layouts, LinkedIn CEM group hits 100k members

Maurice FitzGerald / Behavioral economics, Cost reduction, Newsletter, NPS, Strategy / cost cutting, Customer Experience, CX, LinkedIn /

July 12, 2018

#66 – CX Communication – Complaints teams – Text Analytics – CX Career Development

Maurice FitzGerald / Newsletter, NPS, Strategy / Communication, customer complaints, Customer Experience, CX, CX career, Net Promoter System, Surveys, text analytics /

June 21, 2018

#63 – New NPS Benchmarks, don’t work for a cost-reduction company, Temkin Group posts

Maurice FitzGerald / Newsletter, NPS / benchmarks, Cost, cost cutting, Customer Success, Net Promoter System, newsletter, NPS, Temkin /

June 6, 2018

Maurice FitzGerald – Customer Strategy Newsletter #61 – New idea on relationship survey reporting

Maurice FitzGerald / Newsletter / CEM group, Customer Experience, Elon Musk, Help desk humor, LinkedIn, loyalty, Net Promoter System, newsletter, NPS, reading list, relationship surveys, strategy /

May 23, 2018

#59 CEM Group on LinkedIn, Is my NPS or CSAT score any good? Infographics on journey mapping and on customer loyalty

Maurice FitzGerald / Newsletter / CEM group, Customer Experience, Journey mapping, LinkedIn, loyalty, Net Promoter System, newsletter, NPS, strategy, Temkin /

May 8, 2018

#57 – Misleading airline satisfaction articles, my compliments to Tordoffs, and more…

Maurice FitzGerald / Newsletter /

April 24, 2018

#55 – Facebook, recommending where you live, vodka, cognitive bias

Maurice FitzGerald / Newsletter / Cognitive bias, Customer Experience, CX, employee satisfaction, Facebook, Glassdoor, NPS /

April 11, 2018

#53 – NPS benchmarks – Who is responsible for CX – Infographic – Making employees want to smile

Maurice FitzGerald / Newsletter / benchmarks, Chief Customer Officer, Customer Experience, employee satisfaction, Infographic, Net Promoter System, NPS /

March 28, 2018

#52 – Economics of loyalty, non-relationship between employee and customer satisfaction, AI for airline customer feedback, more

Maurice FitzGerald / Newsletter / ACSI, Airlines, CSAT, Customer Experience, CX, employee satisfaction, Glassdoor, strategy /

February 27, 2018

#50 – Program management Speed Dating, Airline complaints and satisfaction, Top 30 CX books, more

Maurice FitzGerald / Newsletter / ACSI, Airlines, Customer Experience, employee satisfaction, program management, Speed dating, Top 30 CX books /

February 21, 2018

#49 – Cost predictability, events customers, employees, partners and communities should worry about

Maurice FitzGerald / Newsletter / Activist investors, Bain, Cost, cost cutting, Customer Experience, CX assessment, M&A, NPS, Temkin /

February 7, 2018

#47 – IKEA, Cleveland Clinic, cultural differences, UK service awards and ‘wooden spoon’

Maurice FitzGerald / Newsletter / Cleveland Clinic, CSAT, IKEA, newsletter, Science-based medicine, strategy, Surveys /

February 1, 2018

#46 – Artificial Intelligence and CX, sponsorship for your work, Micro Focus, Barclays, record book sales

Maurice FitzGerald / Newsletter / AI, Artificial Intelligence, Barclays, Customer Experience, Micro Focus, Natural Language Processing, Net Promoter System, Sponsorship, strategy /

January 27, 2018

#45 – CX as Homeostatic System, NPS Standard, CX ROI, and more

Maurice FitzGerald / Newsletter / Antioxidants, Customer Experience, Hygiene factors, Net Promoter System, NPS, strategy, vitamins /

January 17, 2018

#44 – Watermelon problems, Behavioral Economics, and more

Maurice FitzGerald / Newsletter / Behavioral economics, Chief Customer Officer, Customer Experience, CX, Dan Ariely, Daniel Kahneman, Danny Kahneman, Net Promoter System, NPS, Podcast, Rob Markey /

January 11, 2018

#43 – Industries that have no way to ‘delight’ us, NPS standards, and more

Maurice FitzGerald / Newsletter / Chief Customer Officer, Customer Experience, Net Promoter System, newsletter, NPS, strategy, Surveys, Temkin /

January 4, 2018

#42 – Customer Experience and Growth, and much more

Maurice FitzGerald / Newsletter / Chief Customer Officer, Customer Experience, Growth, Net Promoter System, newsletter, NPS, strategy, Surveys /

December 19, 2017

#41 – Cultural differences, hospitals, CX measurement and improvement, more

Maurice FitzGerald / Newsletter / cultural differences, Customer Experience, CX, healthcare, Net Promoter System, newsletter, NPS /

December 14, 2017

#40 Dunning-Kruger Effect and Customer Experience

Maurice FitzGerald / Newsletter / Behavioral economics, Customer Experience, Dunning-Kruger, newsletter, strategy /

December 7, 2017

#39 – Net Promoter for People, irritating surveys, customer culture, customer lifetime value

Maurice FitzGerald / Newsletter / Chief Customer Officer, CSAT, Customer Experience, Net Promoter System, newsletter, NPS /

November 29, 2017

#38 – New book, Identifiable Enemies, Ethics, Quality Customer Service

Maurice FitzGerald / Newsletter /

November 23, 2017

#37 New NPS Podcast, Communication tips, new cartoon book

Maurice FitzGerald / Newsletter /

November 9, 2017

#36 – Career Advice, and is my new NPS or CSAT metric any good?

Maurice FitzGerald / Newsletter / career advice, Cost, CSAT, Customer Experience, Net Promoter System, NPS /

November 1, 2017

#35 – Podcast on gaming of surveys, emotion rules, and more

Maurice FitzGerald / Newsletter / Bain, Behavioral economics, Customer Experience, Daniel Kahneman, Danny Kahneman, emotion, Net Promoter System, newsletter, NPS, Podcast, Rob Markey /

October 18, 2017

#34 Fairy Tale reactions, customers just want to be remembered

Maurice FitzGerald / Newsletter / Amazon, bad service, Customer Experience, newsletter /

September 30, 2017

Customer Strategy Newsletter #33 – Response Rates, CX Strategy, and more…

Maurice FitzGerald / Newsletter / Chief Customer Officer, Customer Experience, George Harrison, John Lennon, Net Promoter System, Paul McCartney, Ringo Starr, strategy /

September 22, 2017

#32 – Writing for Customer Experience Day on October 3rd

Maurice FitzGerald / Newsletter / Customer Experience, newsletter /

September 16, 2017

#31 – Join the sales team – Strange happenings in the LinkedIn NPS group

Maurice FitzGerald / Newsletter /

August 31, 2017

#30 – Airlines, Difficult Customers, Customer Growth Indicator

Maurice FitzGerald / Newsletter / Airlines, Customer Experience, Difficult customers, strategy /

August 25, 2017

#29 – Benchmarking podcast, NPS research, survey design, Verizon Q&A

Maurice FitzGerald / Newsletter / Customer Experience, Net Promoter System, Quiz, strategy /

August 10, 2017

#28 – NPS research and quiz

Maurice FitzGerald / Newsletter / Customer Experience, Net Promoter System, Quiz, strategy /

August 3, 2017

#27 – NPS Podcasts, Customer Advisory Boards and more

Maurice FitzGerald / Newsletter / Customer Experience, Net Promoter System, Quiz, strategy /

July 27, 2017

#26 – Loyalty Cards, Outsourcing, and more

Maurice FitzGerald / Newsletter / Customer Experience, Net Promoter System, Quiz, strategy /

July 22, 2017

#25 – NPS Podcast reactions – 404 page fun – ‘Episodes’

Maurice FitzGerald / Newsletter /

July 14, 2017

#24 – NPS Podcast, NPS Quiz, Text Analytics, Customer Advisory Boards

Maurice FitzGerald / Newsletter /

July 6, 2017

#23 – Journey Mapping, Temkin Experience Ratings and Employee Satisfaction

Maurice FitzGerald / Newsletter /

June 21, 2017

#22 – Benchmarking, Bain NPS podcast, Temkin Customer Service report

Maurice FitzGerald / Newsletter / Customer Experience, Relationships, strategy, Surveys /

June 14, 2017

#21 Simplicity, British Airways, relationship research, NPS Podcast

Maurice FitzGerald / Newsletter /

June 1, 2017

#20 – Win-loss analysis, Relationship research, Kittens, CX NPS Influencer article

Maurice FitzGerald / Newsletter / Customer Experience, strategy /

May 25, 2017

#19 – Support forums, survey software, CX is “Fluffy nonsense”, outsourcing mistakes

Maurice FitzGerald / Newsletter /

May 18, 2017

#18 – Customer experience training, NPS LinkedIn Group, KONE, Customer Journey Mapping

Maurice FitzGerald / Newsletter /

May 11, 2017

#17 – Blog reactions, measurement and emotion, relationship between CX and revenue

Maurice FitzGerald / Newsletter / Behavioral economics, Customer Experience, strategy /

May 4, 2017

#16 Metrics- KISS rule applies, May focus in NPS forum, Spirit Air CEO in denial, apparently, great book reviews

Maurice FitzGerald / Newsletter /

April 27, 2017

#15 The new triplets have all arrived. More survey madness. “NPS stole my dog and ran away with my wife.”

Maurice FitzGerald / Newsletter / Customer Experience, strategy, Surveys /

April 14, 2017

#14 Use emotion to justify CX investments, Zappos and HPE Software interview links

Maurice FitzGerald / Newsletter, Uncategorized /

April 6, 2017

#13 Surveys that add no value, ‘Answers month’ in the NPS Forum

Maurice FitzGerald / Newsletter /

March 30, 2017

#12 Customer vs. employee happiness, NPS Forum

Maurice FitzGerald / Newsletter /

March 23, 2017

#11 Customer Lifetime Value, Customer Culture

Maurice FitzGerald / Newsletter, Uncategorized /

March 23, 2017

#10 Special ‘Babies’ edition

Maurice FitzGerald / Newsletter /

March 16, 2017

#9 Communication errors, ‘Alternative facts’ and business strategy

Maurice FitzGerald / Newsletter /

March 8, 2017

#8 Keeping things simple, six signs a company does not care about customer service

Maurice FitzGerald / Newsletter /

February 23, 2017

#7 More customer-centric culture, facts useless for changing minds

Maurice FitzGerald / Newsletter /

February 16, 2017

#6 Customer-centric culture, Star Wars NPS guide

Maurice FitzGerald / Newsletter /

February 9, 2017

#5 Behavioral Economics, Customer Lifetime Value

Maurice FitzGerald / Newsletter /

February 2, 2017

#4 Reactions to employee/customer sat posts, relationship between CX and revenue

Maurice FitzGerald / Newsletter /

January 26, 2017

#3 Do happy employees matter to customers? Not much!

Maurice FitzGerald / Newsletter /

January 19, 2017

#2 Honesty from the top would be refreshing, Gartner awards for worst customer service

Maurice FitzGerald / Newsletter /

January 12, 2017

#1 Your ‘silo’ is my ‘focus’ or team, Top NPS & Customer Service thought leaders to follow in 2017

Maurice FitzGerald / Newsletter /

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