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Leading a CX Program in Extreme Circumstances

Explore guiding principles and practical tactics for focusing on CX in trying times.

What Is the New NPS Manifesto?

Two years of research built on 15 years of CX leadership.

Will CX Leaders and Teams Survive the COVID-19 Crisis?

CX professionals report changes to governance, focus, and operations

CX Transformation

JOURNAL

COVID-19 and the Acceleration of Pre-Existing CX Condition

“Daddy, what was a movie theater?” and other questions from the future of NPS disruption.

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BRIEF

The Three Root Causes of NPS Failure

What more than 1,000 implementations reveal about most CX program failures.

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INSIGHTS

Problem 1: Unrealized Potential; the Top-level Issue

Most corporate CX strategies fail to deliver meaningful results. We know why.

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INSIGHTS

Problem 2: Despite What You Think, It’s a Data Problem

We now know that a main reason for CX program failure is lack of useful data.

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INSIGHTS

Problem 3: Analytics Need a Reboot for the Modern Age

We need radical change in how we collect and analyze CX data.

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INSIGHTS

Problem 4: Data Problems lead to Action Problems

Lack of reliable real-time data makes action impossible.

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INSIGHTS

Problem 5: You Don’t Know Your Own Performance

Lack of rules for measuring and publishing NPS results causes problems.


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INSIGHTS

Problem 6: The Empire Does Not Strike Back

History is littered with stories of large incumbents who failed.

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INSIGHTS

Problem 7: The Red Queen Theory is Still Valid

You have to keep running, just to maintain your position in the race.

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INSIGHTS

Problem 8: CX Programs Don’t Generate Results

Having a plan is critical to CX success. Project management skills are important.

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INSIGHTS

Problem 9: Post-Rationalization Comes Way Too Late

Managers often prefer their own preconceived ideas to the results of scientific CX research.

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INSIGHTS

Problem 10: Not All Customers Are Equal; Far From It

Not all customers are financially equal. The differences can be extreme in B2B.

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Financial

BRIEF

Covid-19 Means Your Company Has to Cut Costs?

Time for the CX leader to suggest how.

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INSIGHTS

How Much Is a Customer Worth? Good Question

There is currently no accounting standard for customer lifetime value. Here is our proposal.

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INSIGHTS

Calculating the Value of Improving CX in a Product Business

This is an essential step in justifying CX improvement projects.

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INSIGHTS

The Relationship Between NPS Trends and Revenue

Here is the current state of NPS science, along with some pseudo-scientific counterpoints.

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Measurement

INSIGHTS

B2B Customer Experience measurement differs radically from B2C

Most of what you know about B2C CX must be done differently for B2B.

INSIGHTS

The Value of Repeat Responder Feedback is Immense

Validate NPS trends by looking at the responses of individuals who have also…

INSIGHTS

Assessing CX Using Multiple Data Sources

New approaches to CX Analytics in the world of expanding Data and Analytics.

Execution

JOURNAL

“You Say You Want a Revolution”… in Your Bank?

Learning the NPS lesson in the buzz around Revolut.

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JOURNAL

Digital Rotten Scoundrels vs. NPS

How automation without CX planning creates disaster

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JOURNAL

Sorting Good CX Advice from Bad in the Covid-19 Onslaught

Is it too late to use the crisis to inspire positive change?

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JOURNAL

Stop NPS Surveying, for Now?

Is this really the right time to be asking the ultimate question? A tin-eared email offers a clue.

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INSIGHTS

Customer Experience is Not the Problem Insights Teams Need to Address

Here is what sales leaders should be demanding from their insights teams

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INSIGHTS

Engaging Employees in CX Transformation

Use these three dimensions to involve the entire organization in CX success

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INSIGHTS

Three Serious Mistakes in CX Program Design

Three Big Blunders which ensure that failure is your fate

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Cognition

INSIGHTS

You Want to Justify a CX investment? Forget the Scorecards

Your CEO and leadership team don’t decide based on numbers.

INSIGHTS

Human Cognition – Use Loss Aversion for Effective CX Communication

We humans are highly averse to perceived loss. Use this when communicating.

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As the Saying Goes, There Are Lies, Damn Lies, and CX Data

Persuasion and the presentation of CX data.