TOP OF MIND
What is the New NPS Manifesto?
Find out what the future holds for NPS visionaries
We can’t allow a 95% CX program failure rate to stand. Good news: Once you understand what’s wrong, success becomes possible. Dive into our manifesto to learn the three key causes of failure and see how you can rise above them.
more on nps strategy
The Optimal Customer Journey Is Profitable, Too
Microsoft’s farewell to its stores may be a good CX move.
What Can NPS Teach Us About “Responsible” Capitalism?
Focused, thoughtful metrics can be a powerful tool for social good.
Treat Your Employees Like Your Customers Are Watching
CX darling Revolut slips up on layoffs, and it matters.
Does Customer Experience Really Mean Business?
In a changing business landscape, CX matters now more than ever.
Will CX Leaders and Teams Survive the COVID-19 Crisis?
CX professionals report changes to governance, focus, and operations.
Digital Rotten Scoundrels vs. NPS
How automation without CX planning creates disaster.
Stop Surveying NPS, for Now?
Is this really the right time to be asking the ultimate question? A tin-eared email offers a clue.
“You Say You Want a Revolution”… in Your Bank?
Learning the NPS lesson in the buzz around Revolut.
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.
Bad News on Search for an NPS “Free Lunch”
For CX success, credit card teaser rates don’t always belong on the menu.
Avoiding Digital Overcompensation in the Name of CX
Think carefully about the online customer experience before you join the stampede.
The Three Root Causes of NPS Failure
What more than 1,000 implementations reveal about most CX program failures.
What Is the New NPS Manifesto?
Two years of research built on 15 years of CX leadership.
Leading a CX Program in Extreme Circumstances
Learn to manage your program today while preparing for the post-pandemic “new normal.”
The Impact of COVID-19 on CX
Original research provides insight on how programs worldwide are adapting.
Human Cognition – Use Loss Aversion for Effective CX Communication
We humans are highly averse to perceived loss. Use this when communicating.
You Want to Justify a CX investment? Forget the Scorecards
Your CEO and leadership team don’t decide based on numbers.
Three Serious Mistakes in CX Program Design
Three big blunders which ensure that failure is your fate.
Engaging Employees in CX Transformation
Use these three dimensions to involve the entire organization in CX success.
Sorting Good CX Advice from Bad in the Covid-19 Onslaught
Is it too late to use the crisis to inspire positive change?
B2B Customer Experience measurement differs radically from B2C
Most of what you know about B2C CX must be done differently for B2B.
Covid-19 Means Your Company Has to Cut Costs?
Time for the CX leader to suggest how.
Problem 4: Data Problems lead to Action Problems
Lack of reliable real-time data makes action impossible.
Problem 6 – The Empire Does Not Strike Back
History is littered with stories of large incumbents who failed.
Problem 7: The Red Queen Theory is Still Valid
You have to keep running, just to maintain your position in the race.
Problem 8: CX Programs Don’t Generate Results
Having a plan is critical to CX success. Project management skills are important.
Problem 10: Not All Customers Are Equal; Far From It
Not all customers are financially equal. The differences can be extreme in B2B.