Net Promoter System could easily be one of the most debated (as well as misunderstood and underutilized) methods out there.
Yet, two-thirds of all Fortune 1000 companies are utilizing the system. And after 15 years of working on dozens of customer experience programmes for major European brands, we have yet to find a more practical, effective and actionable approach.
I feel sorry for millennials. They are suffering from the same stereotypical generalisations that has plagued their parents and grand parents. Marketers think they are the only game in town. Many employers believe they are an infuriating bunch to manage. As always they reality is much more complicated.
The one thing that is for sure is that for some time - like a decade or two - their parents and their parent's parents will be a lot more important to the wealth management industry.
I originally wrote today's post for CallidusCloud. It appeared on their blog on March 22, 2018.
Naysayers have been shouting "Surveys are dead!" from rooftops for a couple of years now. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem.
What is a Culture Committee? And do you need one? (The short answer is "Yes!")
Last month, I wrote a two-part series about how to stand up your team of CX Champions. Without a doubt, they are an important part of the customer experience transformation governance structure and transformation success.
A few weeks ago, I did a webinar on using AI in customer service with my friends at ServiceNow. It was very well received, and since then I got some questions about the content. There was one slide that was the most di