How many responses in CX are actually enough
Company X launches a quarterly satisfaction survey. NPS (Net Promoter Score, a loyalty metric calculated as the difference between the share of promoters and detractors) falls from 42 [...]
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, [...]
Ondřej Borovička: CX needs to move from “knowing” to “doing”
Ondřej Borovička is one of the most experienced CX professionals on the Czech market. Over eighteen years, he built customer experience from within large companies such as Avast, [...]
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 [...]
