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 [...]
Onboarding as the most underestimated phase of the customer journey
I’ll start with a specific number that haunted me for a long time. Years ago, when I was doing CX at a SaaS company, we properly looked for [...]
