A Score of 45. Good or Bad? Without Context, It’s Just a Number
A company checks its NPS (Net Promoter Score a measure of customer loyalty based on how likely a customer is to recommend the company, ranging from -100 to [...]
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" [...]
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 [...]
Connecting CX Data with CRM and ERP
Feedback without context is just an opinion. Only once it's linked to data about who the customer is, what they've bought and how they've behaved before does it [...]
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 [...]
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 [...]
CX in the Clouds had the view the CX community deserves
Thursday evening, Střecha Radost rooftop bar, Žižkov. A view over the whole city, a drink in hand, and around you, people who spend their working lives figuring out [...]
