ROI models should be working, not perfect. #NoBullshitCX During a strategy workshop with the famous blue-and-yellow furniture giant, I introduced our simple ROI framework for CX (see Column 79.).The reaction?…
Don't turn NPS into a pay-to-win game. #NoBullshitCX One thing we insist on when implementing any Voice of the Customer (VoC) programme: never – and I mean never – turn the score into a KPI tied to bonuses.…
#NoBullshitCX Over the past few weeks, I have been talking about promoters: who they are, what drives them, and why not every recommendation works the same way.…
#NoBullshitCX Last week I talked about knowing who your promoters are and what triggers them to actually talk about you. The same lesson came up again when we worked with a major Japanese car brand – but with a whole new twist.We found three distinct…
#NoBullshitCX One of the key questions of CX is Would you recommend us?One of the key challenges of CX is moving from would to did. When we worked with the wealth management division of a German bank, we saw just how complex that leap can be.…
#NoBullshitCX "People will forget what you said, people will forget what you did, but people will never forget how you made them feel." – Maya Angelou.…
