How to build a CX business case a CFO will approve
A few years ago, I sent our CFO an email asking for budget for a new feedback system. I wrote that customers "feel like we're listening to them" [...]
What to do with negative feedback
A customer sends an angry email. Support replies three days later because the queue was full. Management never hears about it at all, because things like this don't [...]
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 [...]
