CX & Customer Success resources

The Finland-based communications firm Nokia made news last week in what appears to be a significant change of strategy to stay alive.  Perhaps the most important piece of news was…MORE >

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 >

One of our clients has posted a bit about the excellent work they are doing with customer feedback.  Although they are using Net Promoter, I believe the most important aspect is…MORE >

Driving action based on customer insights can be tough.  “Selling” the message is critical, and many of us leverage PowerPoint for that, where the message can be easily lost in…MORE >

I’ve been working the past six months on a re-do of my company’s Client Satisfaction program. The element that is giving us the most trouble is our basic questionnaire: what…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 >

Joey Fitts, Author of books on Performance Management, spoke at NACCM today.  A quote stood out: Are you using information for evidence-based decision making, or for decision-based evidence making? How…MORE >

Jay Steinfeld, CEO, Blinds.Com It’s hard to do one thing 100% better than everyone, but you can do 100 things 1% better.  It all adds up. Blinds.Com is the largest…MORE >

Curtis Bingham founded the CCOCouncil to facilitate sharing of best practices, and Curtis presented some information from CCOs.  Of note is that fact that CCO’s are increasingly using business metrics…MORE >