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...
INSIGHTS Treat Your Employees Like Your Customers Are Watching JOURNAL Treat Your Employees Like Your Customers Are Watching CX darling Revolut slips up on layoffs, and it matters. Fintech high flying startup Revolut is getting flack in the press for its handling of...
INSIGHTS Avoiding Digital Overcompensation in the Name of CX JOURNAL Avoiding Digital Overcompensationin the Name of CX Think carefully about the online customer experience before you join the stampede. When anyone suggests to you that a major trend is inevitable,...
INSIGHTS COVID-19 and the Acceleration of Pre-Existing CX Condition JOURNAL COVID-19 and the Accelerationof Pre-Existing CX Condition “Daddy, what was a movie theater?” and other questions from the future of NPS disruption. Times of crisis bring rapid innovation as...
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