Marketing & Strategy Innovation blog

Ten Ways To Take Your Net Promoter® Programme To the Next Level

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. 

That is - when it’s done right. 

Continue Reading

5 checks for your Net Promoter® Programme

Net Promoter programme is the most practical, effective and actionable approach to better customer experience and can result in a growth of profits and loyal customers. 

But only if it’s done right. 

Continue Reading

NPS: How to start small and get quick results

If you’re (re)starting a Net Promoter program, you might be taking the first steps of a journey that will profoundly impact your organisation. And your career. 

NPS is still the most practical, effective and actionable approach to a great customer experience — which is one of the most effective paths to profit for any business.

Unfortunately, more than two-thirds of CX initiatives fail, according to CustomerThink. 

Continue Reading

Customer Experience and Customer Service: What's the Difference?

It's that time of year again...
 
This week, we are celebrating CX Day and Customer Service Week. I love that they land on the calendar at the same time, and yet, let's just keep adding to the confusion!
 
I've written about the differences before:
 
Continue Reading

Pity the media noise about millennials is not matched by their financial importance

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.
 
Continue Reading

Straight from the Horse's Mouth

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.
 
Continue Reading

Transforming Your Culture with the Help of a Culture Committee

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.
 
Continue Reading

Three Pitfalls to Avoid with Artificial Intelligence in Customer Service

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
Continue Reading

Our imagination is limited to the tools we use to understand the world?

Part 1. Solution Space – Uncertainty – Strategy

“We are not short of creativity in our world, and yet most organizations struggle with innovation.” — Gary Hamel.

Continue Reading

What Is a Brand

When people ask me to define “brand,” I say, “A brand is what you do and how you do it.”  This might not be the most common definition of what a brand is, but the one I use because it’s shorthand for the business school definition of a brand:  a product or service’s value that is delivered to its customers, and the way of doing business that is the basis of a company’s relationships with stakeholders.  This definition of a brand also captures the action orientation to brand-building – and it implies the tight connection between brand and business.
Continue Reading