NPS Best Practices
I spoke at the Corinium CCO Fall Conference. One of the discussions we had was on the very popular topic of NPS and its efficacy to gauge customer satisfaction. We…
The current state of Customer Experience in Retail
The business world as we have always known it is changing. Many would argue that is always has been – changing that is. Since the dawn of time, human beings…
Would NPS be better if its scale only had three numbers?
A question I have been asking myself recently is: Would Net Promoter Score (NPS) be better if it’s scale only had three numbers? Now, before I get accused of heresy,…
Customer Experience and Net Promoter Score (NPS)
I don’t agree with statements like “Net Promoter is now the worldwide standard for organizations to measure, understand and improve their customer experience”. I do however agree that organisations can use…
Buster Keaton's approach to housebuilding is still alive and well nearly 100 years on
Time to junk the satisfaction survey
Why your customer strategy should focus on complaints I was half listening to the news the other day when I heard a story about a couple who were selling their…
Net Promoter Score – what’s the point?
It all depends on the context An unwanted set of medical visits last week resulted in an equally unwanted set of follow-up texts. My local hospital trust “would like me…
Gender pay gap: a blunt instrument is better than no instrument
Obsessing about what’s right obscures the real issue Measuring the "right" things is talked about in almost every company. Unless we agree with what and how something has been measured…