CX & Customer Success resources

As a practitioner in the field of Customer Insights / Customer Experience / Net Promoter / Voice-of-the-Customer (what are we supposed to call this field, anyway?!?), I am frequently asked, “How many responses do we need to be statistically significant?” Here’s what I’ve learned after 22 years of professional experience.

So much has been written about Netflix, including my post below, so this letter to Reed Hastings, CEO of Netflix, will be short. Dear Reed, I’ll bet you’re feeling pretty…MORE >

[Update Sept 22: Check out the link at the bottom of this post for a funny trail from like-minded customers! – Steve] Like many Netflix subscribers I was incensed at…MORE >

10 “Voice of the Customer” quotes Our collection of quotes run the gamut from the need to understand the customer better to cautionary tales of not engaging with customers enough. Do…MORE >

We’ve all seen those customer satisfaction surveys in one form or another. “Bank X has a 96% Customer Satisfaction rating!” “Please rate your satisfaction with your most recent experience…” Companies spend millions of dollars on those every year. Are they getting their money’s worth? Certainly not. Here’s why…

Here’s more evidence that focusing on the customer – not yourself – is the key to winning in business.  This quote from Jeff Bezos, CEO  of Amazon.Com, caught my attention: Amazon’s…MORE >

DemandCon is Coming! DemandCon is Coming! There’s a brand new event coming in May this year called DemandCon.  Especially this time of year you might be asking, “How is this…MORE >

In our research and (often) statistics-heavy industry it’s easy to go heads-down and just focus on the work.  But Net Promoter and customer Insight work can be fun – take…MORE >

Interesting news about the effectiveness of “Customer Loyalty Programs” from a recent study: Percentage of Americans that feel the loyalty program makes them feel valued:  27% Percentage of Americans that…MORE >

A popular Customer Experience phrase of late has been “Mind the gaps.”  Most times by “gaps” it’s meant the valleys in between the peak experiences.  Your company may excel at phone…MORE >

Recently I had the privilege of accompanying my 11-year-old to the Cube-A-Palooza speed-cubing contest at Stanford University, hosted by its Educational Programs for Gifted Youth (EPGY) group. I was truly…MORE >

(No, it’s not an existential question to ponder.  It’s just my introduction as a new author in this blogspace!) Like some of you I’ve had the pleasure of meeting through…MORE >