CX & Customer Success resources

Survey results that are presented as “average scores” can easily miss the mark. What does an average satisfaction score of 7.78 really mean? Presenting metrics that everyone can understand and act on is a critical component of any Customer Satisfaction / Customer Loyalty program, and it need not be very difficult.

When we think of “Customer Experience” or “Customer Loyalty” most of us think about the product, Service, or Sales.  These are “touchpoints” that tend to impact customer loyalty the most. …MORE >

I’ve posted some horror stories about bad service over the years but I really love to be able to focus on the good stuff.  There’s an excellent discussion over at…MORE >

A few weeks ago I wrote a short note about setting Net Promoter targets.  I neglected to highlight something – possibly the most important element! – which is about focusing…MORE >

How do you treat customers when they need to cancel your service?  I’m a big believer in learning from others, so thought I’d share this experience to those in the…MORE >

Presented by Jill Noblett, former SVP Wyndham Hotel Group and now Principal Noblett Consulting — NACCM 2010 Focus first on what customer’s value; not on customer value. Wyndham has 12…MORE >

Presented by Lewis Goldman, New Media Consulting, NACCM 2010 There is a lot of hype around social media.  The key is that this is 2-way communication. Fewer and fewer people…MORE >

Quite a lot has been written about “Customer Satisfaction” and “Net Promoter”benchmarks from 3rd parties.  I understand the curiosity, but I’m not clear on why are these deemed “important,” and as usual…MORE >

What would it be worth to you and your company if you knew: The total value of a customer that was a fan of your company (a Promoter) compared to…MORE >

Congratulations for working on goals for improving your Net Promoter Score (or other customer loyalty metric)!  Most companies measure customer loyalty (or satisfaction as a poor proxy), but unfortunately many…MORE >

I thrive on collaboration.  It gives me the opportunity to learn and always produces better results. So sorry for the rant but I thought the folks at McKinsey would feel…MORE >

Net Promoter is so simple in explanation that it’s often confused with “customer surveys.”  The fact is that calculating a Net Promoter Score IS easy – just add the “Recommend”…MORE >