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 concept of logical thinking. Geometric shapes on a gray background. Business building concept.
Habituation and the risk to customer experience
I watched a really interesting TED talk by Tony Fadell, originator of the iPod, the other day. In it he was talking about a process called habituation and how it helps…
Do you really know your customers?
Steve Jobs said: “Get closer than ever to your customers. So close that you tell them what they need before they realize it themselves.” He did not just say that.…