Action-Oriented Customer Experience

Why do some Customer Experience executives have to spend so much time justifying the ROI of Customer Experience? What is the difference between a Customer Experience program that delivers tangible value, and one that doesn’t? Why do some CX leaders constantly have to justify their group’s existence while others get the funding they need? The …

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Your customer survey is bad, and you should feel bad.

Your Customer Survey is Bad, and You Should Feel Bad

Rob Markey is a loyalty rock star. Not just because he’s the co-author of The Ultimate Question 2.0, one of my favorite business books of all time. Not just because he heads up the Customer Strategy Practice at Bain and is one of the most important thinkers in the customer loyalty field. All of these things …

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Performing Driver Analysis in Microsoft Excel

Many Net Promoter programs start as small pilot programs without large investments in systems and infrastructure. This can put Net Promoter novices into a catch-22 situation – they can’t obtain the budget for more robust tools until they demonstrate results, but it is easier to demonstrate results with more robust tools. The good news is …

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7,960 Footsteps: A Measure of Loyalty

Customer experience professionals look at loyalty using a broad assortment of metrics. We measure Net Promoter Score, Retention Rate, WOM Mentions, Share of Wallet, Customer Lifetime Value, and countless other indicators that help us to better understand the level of loyalty our customers have towards our companies. But what about counting footsteps? I recently attended …

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The Net Promoter System on a Napkin

Therefore, since brevity is the soul of wit, And tediousness the limbs and outward flourishes, I will be brief – William Shakespeare, Hamlet If brevity is the soul of wit, then simplicity is the soul of inspiring others. It has been my experience that creating a customer-centric revolution within an organization requires the ability to …

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Key elements for a succesful Net Promoter survey invitation

Elements of a Successful Net Promoter Survey Invitation

One of the keys to success for your Net Promoter Score program is generating a high response rate. Unlike many other customer feedback frameworks, Net Promoter is designed to emulate a census, with target response rates of 50% of more. The are many factors that contribute to your overall response rate, one of which is …

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