The following piece was first published on my LinkedIn Profile: Net Promoter Score: A Simple Tool for Small Biz Owners The Net Promoter Score® (NPS®) and its supporting system is well known in large corporations and used by many. It was introduced to the business world in a 2004 Harvard Business Review article by Fred … Continue reading How Referrable Are You?
I had hoped that by now the LinkedIn Group to which I belong would have at least agreed upon a definition of the Customer Experience and be well on the way to finalising one for Customer Experience Management. Well, as you might have guessed, it hasn't. Albeit not for the want of trying with some … Continue reading Customer Experience – Toward a Global Definition Part 3
I wrote recently about a discussion thread on LinkedIn working toward a global definition for ‘Customer Experience Management’. The discussion is currently focusing on the ‘customer experience’ per se and there are some great ideas coming out; and it is certainly helping my own understanding. And I am pleased to say we have well and … Continue reading Customer Experience Management – Toward a Global Definition Part 2
I was interested to read a piece recently in the UK’s Travel Weekly explaining how Kuoni Travel has introduced a ‘wow budget’ for staff working in their retail shops. Apparently the staff have a discretionary amount per month to spend “the best way they see fit to clinch a sale or raise excitement of the … Continue reading Customer Experience: the competitive advantage
An interesting discussion on LinkedIn is currently exploring the definition of ‘Customer Experience’ with the intention of also creating a global definition of ‘"Customer Experience Management’. As I write the Wikipedia definition of ‘Customer Experience’ is: "Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and services, … Continue reading Customer Experience Management – Toward A Global Definition
In a recent article the Customer Service Speaker Shep Hyken asked the question: “What Do You Want People To Think When They Hear Your Company Name". The basic thrust of the piece was “What do you want to be known for? If there were one word or short phrase you wanted to be known for, … Continue reading The ‘why’ defines your brand
According to a report in Todayonline, an 18-month study conducted by researchers from the Edinburgh Napier University, presented recently during a seminar in Singapore, found that word of mouth recommendations matter to young travellers. Most Gen-Y travellers turn to their colleagues and friends for advice rather than advertisements. The survey population was in China but personally … Continue reading Word of mouth important for Gen Y too