28th Oct 2019
1
Such is the fight for home delivery dominance that, in the US, Walmart recently announced an ‘InHome’ service . For those not content with...
21st Oct 2019
Customer experience metrics like Net Promoter Score® (NPS®) clearly matter. NPS has gained a lot of traction in recent years and is now the...
14th Oct 2019
Net Promoter Score is the most widely-adopted system for managing customer feedback and improvement, used around the world in many cultures...
7th Oct 2019
1
Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweeping Corporate America?” To...
30th Sep 2019
2
The Net Promoter Score is dead! Or are the reports on NPS simply fake news? Well, the image at the top of the article shows what I found...
Wrong customer metrics
Article
23rd Sep 2019
4
A reader of my previous article A customer success mindset can't save CX alone - but it's a start asked me how a customer experience (CX)...
8th Aug 2019
1
Too many customer experience programmes are focused on chasing metrics, rather than driving actions. How can you ensure that your CX team...
Satisfaction
Article
11th Nov 2019
We talk often of data and metrics in modern business, but I sometimes worry people don’t always really know what that means. Consider this...
30th Oct 2019
1
In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a critical...
Blog
13th Nov 2019
I’d be doing you a massive disservice if I didn’t tell you that the one CX metric you must report to your CEO and the rest of your C-suite...
NPS bonus
Article
18th Nov 2019
Measuring customer satisfaction and identifying “pain points” for improvement is common practice at nearly all best-in-class companies...