One of the questions we have been asked a lot recently is whether NPS is “GDPR-Proof”. Everyone is quite nervous about the GDPR regulation coming in May, as a misstep in managing the customers privacy could easily end up costing a company major amounts of fines.
Colleague: So much money has been spent and continues to be spent. On CRM. On CX – voice of the customer, journey mapping etc. In the name of customer-centricity – whatever that means. Yet, there is little to show for it.
Me: Seems that way.
Colleague: Which big company, as in the kind of company that we end up consulting to / working with, has anything to show for the time-effort-money that has been spent on the whole Customer thing?
Implementing a Net Promoter System® or any other Voice of the Customer programme can be difficult. You think of just starting to ask a few questions and nudging a few people in the right direction. It seems fairly easy in the beginning, but then things start to get complicated. You need to spend time setting things up, invest into technology, and keep on putting effort and internal resources even after the launch.
Don't believe everything you read or hear on the Internet.
Yea, I know. Your mom probably warned you about that, but I'm just going to reiterate.
It's a fact.
Sometimes well-meaning folks put themselves out there as experts in a field and then think they can provide expertise about an unrelated (or perhaps, ancillary) field, knowing/assuming their followers will buy into what they are saying. With that authority or expertise comes a lot of responsibility - a responsibility to not mislead your audience!
What is appreciative inquiry, and how can it help move your change management efforts forward - in a positive way?
Change management is really key to any customer experience transformation. As you well know, the transformation always focuses on the bad, on what's going wrong - in hopes of improving and making it better; otherwise, I suppose, it wouldn't be called a "transformation."