INSIGHTS Bad News on Search for an NPS “Free Lunch” JOURNAL Bad News on Search for anNPS “Free Lunch” For CX success, credit card teaser rates don’t always belong on the menu. As customer marketing and CX practitioners, we have long argued that shifting our thinking...
INSIGHTS “You Say You Want a Revolution”… in Your Bank? JOURNAL “You Say You Want a Revolution”… in Your Bank? Learning the NPS lesson in the buzz around Revolut. The Financial Times was good enough to take a break from wall-to-wall Covid-19 reporting to pen an...
INSIGHTS The Three Root Causes of NPS Failure BRIEF The Three Root Causesof NPS Failure What more than 1,000 implementations reveal about most CX program failures. In The New NPS Manifesto, we explored the ten problems behind the distressing fact most corporate CX...
INSIGHTS Digital Rotten Scoundrels vs. NPS JOURNAL Digital Rotten Scoundrels vs. NPS How automation without CX planning creates disaster. In the catalog of “lessons we will forever learn from the pandemic”, one sage lesson just about everyone can agree on is that...
INSIGHTS Sorting Good CX Advice from Bad in the Covid-19 Onslaught JOURNAL Sorting Good CX Advice from Bad in the Covid-19 Onslaught Is it too late to use the crisis to inspire positive change? If you are like me, your inbox is littered with invitations to learn more...
INSIGHTS Covid-19 Means Your Company Has to Cut Costs JOURNAL Covid-19 Means Your Company Has to Cut Costs? Time for the CX leader to suggest how. Covid-19 is likely to dominate news headlines over the coming months and perhaps longer. The effect on businesses will be...
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