Let me start by saying that Reichheld to me is the author of my first bible, so this article has no intention to “bash” his work. The goal is to help organisations understand why their CX is not delivering the results they expected and how the unintentional misuse of NPS might play a role in […]
How the Net Promotor Score (NPS) lost its way, despite Reichheld’s good intentions… Read More »
Update dec 2019: also check out this new blog about NPS. Wondering what is the best metric to use in what situation? In this blog, I will share the pros and cons of the three most commonly used metrics in customer experience: Net Promotor Score (NPS), Customer Effort Score (CES) and Customer Satisfaction (C-SAT). So
NPS v. CES v. C-SAT: When to Use What (The Sense and Non Sense Series) Read More »
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. Latent needs make or break customer perception While studies concerning the role of our subconscious do not entirely concur, they all quote an influencing factor between 75 percent and 95 percent. Given the magnitude of that role, why do the vast majority
Success in Customer Experience? Don’t Ask Your Customers What’s Important. Read More »
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. One of the benefits of my job is that I get to formulate driver analyses for all kinds of organizations. In turn, this provides me with wonderful, useful insights which many people find interesting. Today, I’d like to share the insights from
Improve My Satisfaction Where It Matters: The 10 questions for Email and Call Read More »
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. Many a document has been written in recent years on how customers can be made so happy that they will sing your praises. Virtually all these visions are based on the emotional experience which makes the difference. Matthew Dixon and others have
Emotional v. Functional Customer Experience: Know What Your Customers Want Read More »
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. I’m still confronted with organizations who are really struggling to design their customer surveys, almost on a day-to-day basis. That’s pretty logical, seeing as most of the people responsible for tackling this within the organization, have no research background. Combine that with
5 tips for customer surveys for truly effective steering Read More »
Customer satisfaction surveys. Hmm, what to do with them? Every organization has them. And very few organizations design them in such a way that they really work. We all want to steer towards a more customer-centric organization. And customer satisfaction surveys are often seen to be an important tool in doing so. Rightly so…? In
The sense and nonsense of customer satisfaction surveys Read More »
A few weeks ago, a participant in my PhD research took the wind out of my sails with a term which was new to me: the ‘Net Promoter Score’ by Frederick Reichheld (also known as the author of my ‘bible’: ‘The Loyalty Effect‘ – Dear management, if you still have any doubt regarding the financial
Net Promotor Score (NPS) : New hype…? Read More »
