Why customers remember feelings, not processes
Try to recall the last flight you took. You probably don't remember the check-in queue minute by minute, or the exact wording of the announcements, or how many [...]
CX in the Present Tense
Try working out, in your own company, how long it takes for a customer's problem to reach someone who can actually do something about it. Not someone who [...]
From map to action: making sure your journey map doesn’t end up in a drawer
A few years ago, I sat through a workshop where we spent three hours sticking coloured notes onto a roll of paper stretched across the entire meeting room. [...]
When Ordinary Satisfaction Says More Than NPS
Picture two companies. One boasts every quarter about a Net Promoter Score of around 45 and talks about it in meetings like it's a school report card. The [...]
Open-ended questions aren’t an add-on, but a skill.
Try picturing two versions of the same customer. In the first scenario, they give you 6 out of 10 on a satisfaction survey. In the second, they give [...]
When to Use CES and When to Use NPS and Why It Matters
When I ask people working in CX which metric they use to measure customer experience, I usually get a one-word answer: NPS. And when I ask why NPS [...]
When service is invisible, it works best
The best customer experience is the one the customer never even notices. No complaint, no call to support, no frowning at an email. Just a feeling that everything [...]
