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) [...]
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 [...]
Petr Hulec: The road to the customer never ends
Bushman was founded in 1997, when Jindřich Melichar, wandering around Australia, realised that travellers need not just quality gear but also comfortable clothing made from natural materials. From [...]
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 [...]
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 [...]
Kristýna Komsa: CX has to be in a company’s DNA, not just in a presentation for management
Kristýna Komsa is currently on maternity leave, but before starting this new chapter in her life she worked as a Manager at Prague Airport, where she was responsible [...]
