When to Use CES and When to Use NPS and Why It Matters
When I ask people working in CX which metric they use to measure customer experience, I usually get a one-word answer: NPS. And when I ask why NPS [...]
Why B2B Experience Can’t Be Measured Like B2C
At customer experience conferences over the past few years, the same strange scene keeps playing out. Managers at large B2B firms complain that their CX (customer experience) scores [...]
When service is invisible, it works best
The best customer experience is the one the customer never even notices. No complaint, no call to support, no frowning at an email. Just a feeling that everything [...]
Renata Novotná: The real problem is usually somewhere else entirely
Renata Novotná has been working in customer and employee experience since the days when CX was barely talked about in the Czech Republic. At Ipsos she works as [...]
What is the customer journey in B2B and why does it differ from B2C
I’ll start provocatively: most customer journey maps (customer journey maps) that hang on walls in B2B companies today are useless. Not because they are poorly made. But because [...]
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 [...]
CX in a small company
I admit that when someone asks me for advice on customer experience, I often first hesitate over one question: how many of you are there? Because most of [...]
