TOP OF MIND
Will False CX
Digital Transformation Efforts?
Customer experience, meet digital transformation
CX and digital transformation are converging, and we’ll all need to adapt. We researched what this accelerating trend means for how leading companies will grapple with emerging measurement challenges.
more on nps metrics
NPS Benchmark Analysis for the Credit Card Industry
Consistent improvements reflect a competitive market.
Your NPS Data Is Exactly as Bad as The Sales Team Thinks It Is
In the battle against instinct-driven decision making, only high-quality data wins.
NPS Benchmark Analysis for the Health Insurance Industry
In a complex market, drivers of NPS reveal consumer concerns.
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.
Avoiding Digital Overcompensation in the Name of CX
Think carefully about the online customer experience before you join the stampede.
Stop Surveying NPS, for Now?
Is this really the right time to be asking the ultimate question? A tin-eared email offers a clue.
As the Saying Goes, There Are Lies, Damn Lies, and CX Data
Persuasion and the presentation of CX data.
Human Cognition – Use Loss Aversion for Effective CX Communication
We humans are highly averse to perceived loss. Use this when communicating.
The Three Root Causes of NPS Failure
What more than 1,000 implementations reveal about most CX program failures.
Assessing CX Using Multiple Data Sources
New approaches to CX analytics in the world of expanding data and analytics.
The Value of Repeat Responder Feedback is Immense
Validate NPS trends by looking at the responses of individuals who have also given feedback in the past.
B2B Customer Experience measurement differs radically from B2C
Most of what you know about B2C CX must be done differently for B2B.
The Relationship Between NPS Trends and Revenue
Here is the current state of NPS science, along with some pseudo-scientific counterpoints.
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.
Problem 3: Analytics Need a Reboot for the Modern Age
We need radical change in how we collect and analyze CX data.
Problem 4: Data Problems lead to Action Problems
Lack of reliable real-time data makes action impossible.
Problem 5 – You Don’t Know Your Own Performance
Lack of rules for measuring and publishing NPS results causes problems.
What Is the New NPS Manifesto?
Two years of research built on 15 years of CX leadership.
Will False CX Optimism Derail Digital Transformation Efforts?
Digital transformation and CX leaders report acceleration, ambitious goals, and measurement challenges.