A Score of 45. Good or Bad? Without Context, It’s Just a Number
A company checks its NPS (Net Promoter Score a measure of customer loyalty based on how likely a customer is to recommend the company, ranging from -100 to [...]
Connecting CX Data with CRM and ERP
Feedback without context is just an opinion. Only once it's linked to data about who the customer is, what they've bought and how they've behaved before does it [...]
How many responses in CX are actually enough
Company X launches a quarterly satisfaction survey. NPS (Net Promoter Score, a loyalty metric calculated as the difference between the share of promoters and detractors) falls from 42 [...]
GDPR and feedback collection where CX teams most often go wrong
Most CX managers will tell you GDPR is a legal department problem, something that only matters when you're sending a newsletter or setting cookies on a website. The [...]
When a Metric Becomes a Target
There's a paradox that does more damage to customer experience than bad data or tight budgets. It's called Goodhart's Law. British economist Charles Goodhart formulated it in 1975 [...]
Why CX Managers Lose in the Boardroom and How to Change That
Customer experience has the strongest business case of any department. And yet, in the boardroom, it's still treated as a cost not an investment. The problem isn't the [...]
Why B2B Experience Can’t Be Measured Like B2C
At customer experience conferences over the past few years, the same strange scene keeps playing out. Managers at large B2B firms complain that their CX (customer experience) scores [...]
