NPS BASICS AND BEYOND Draft – Taking Action with NPS Data JOURNEY MAPPING What’s So Special About the Net Promoter Score? key takeaway Making customer feedback a two-way street delivers a multitude of benefits to you and a better experience for your customers....
INSIGHTS The Optimal Customer Journey Is Profitable, Too JOURNAL The Optimal Customer Journey Is Profitable, Too Microsoft’s farewell to its stores may be a good CX move. Friday is typically the day to flush out bad corporate news, and right now any news that doesn’t...
INSIGHTS The Top One Thing That Will Cause Your Net Promoter Program to Fail!!! JOURNAL The Top One Thing That Will Cause Your Net Promoter Program to Fail!!! Why claiming an NPS of 100 reveals a popular but illogical mistake. The marketing team is keen that I get the...
INSIGHTS What Can NPS Teach Us About “Responsible” Capitalism? JOURNAL What Can NPS Teach Us About “Responsible” Capitalism? Focused, thoughtful metrics can be a powerful tool for social good. Capitalism and markets have always felt like the worst possible system for...
INSIGHTS Does Customer Experience Really Mean Business? JOURNAL Does Customer Experience Really Mean Business? In a changing business landscape, CX matters now more than ever. As a customer experience leader in a B2B business, I had to sit through many meetings to...
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