Happy endings don't write themselves.
Fuel your quest for CX excellence with Insights.
Leading a CX Program in Extreme Circumstances
Explore guiding principles and practical tactics for focusing on CX in trying times.
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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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.
Continue Reading →Measurement
B2B Customer Experience measurement differs radically from B2C
Most of what you know about B2C CX must be done differently for B2B.
The Value of Repeat Responder Feedback is Immense
Validate NPS trends by looking at the responses of individuals who have also…
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
Continue Reading →Cognition
You Want to Justify a CX investment? Forget the Scorecards
Your CEO and leadership team don’t decide based on numbers.
Human Cognition – Use Loss Aversion for Effective CX Communication
We humans are highly averse to perceived loss. Use this when communicating.
As the Saying Goes, There Are Lies, Damn Lies, and CX Data
Persuasion and the presentation of CX data.