One complaint is a gesture; ten identical ones are a system failing
Last week a colleague from another company told me she was dealing with the same complaint for the third time that month, from three different customers. Each time, [...]
The most honest feedback never comes when you ask for it
A few years ago, I sat in a meeting where marketing presented the NPS (Net Promoter Score, a customer loyalty metric on a scale of -100 to +100) [...]
Moments of truth, or the handful of points that decide everything
A few years ago I sat in a meeting where marketing proudly presented how they'd improved "overall satisfaction with the customer journey" by three percentage points. It looked [...]
Your CX team can’t save the customer. The rest of the company can.
I know this situation well. The CX team is poring over survey results, NPS has dropped for the second quarter running, and when you go to discuss it [...]
Customers won’t fill in your survey. They’ll fill in this one.
You know the feeling. You're staring at survey results forty responses from a database of four thousand contacts and you're thinking: now what? One per cent. And even [...]
The best CX analysts are sitting in the call centre, but nobody’s asking them
A few years ago I went out to a company where the leadership was scratching their heads over a nine-point drop in NPS (Net Promoter Score, a measure [...]
Saying Goodbye to a Departing Customer as a Strategic Opportunity?
I recently cancelled a subscription to a streaming service. The usual drill clicking through five screens where they tried to talk me into staying. A discount. A free [...]
