Is NPS right for you?

Does NPS make sense for you?

Let’s try this thought experiment:  Say you’re a plastic surgeon, specializing in a bespoke and specific sort of work that’s…um, shall we say, personal in nature.  Naturally, all plastic surgery is by definition personal, but I mean that your specialty is the sort of thing that people…just don’t talk about, whatever that may be.  No, I’m not thinking of anything in particular myself.  And yes, I’m sure this sort of thing exists.  Based on this business model, what do you think the likelihood would be of any of your Customers discussing their procedures (and your work) with other people?  Obviously, they’re unlikely to initiate such conversations themselves, but also based on the intimate nature of the need, I don’t imagine “friends and colleagues” of theirs—who might also have use for it—would ever raise the topic themselves either.  Even if they’re extremely pleased with your work (and perhaps even more so if they are), your clients are not likely going to recommend your services to friends, family, co-workers, etc.  Here’s an obvious place where NPS would make no sense as a metric for you. (more…)

By | 2021-05-11T14:42:43+00:00 May 11th, 2021|Categories: CX Strategy, CX Thoughts, VoC|0 Comments

CX for SaaS

I’ve done some work with some folks in the software as a service (SaaS) space and have lots of colleagues and friends who are also working there.  Whenever I talk with them about Customer Experience, I always chuckle when the conversation turns to the Voice of the Customer. (more…)

By | 2021-04-06T15:14:52+00:00 April 6th, 2021|Categories: Consulting, CX Strategy, CX Thoughts, VoC|0 Comments

Maybe you are already “doing” CX

“You’re soaking in it.”  Do you remember that commercial for dishwashing soap that was supposed to be so incredibly good for your skin that the lady who’d gone in (to see Madge, remember?) for a manicure was unknowingly enjoying its benefits, thinking she was dipping her fingers into some wonderful skin tonic?  Or have you heard the concept of fish not realizing they’re wet because they’re surrounded by water? (more…)

By | 2021-02-16T16:20:58+00:00 February 16th, 2021|Categories: Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership, Process Engineering, VoC|0 Comments

The struggle for feedback

I came across the following article I wrote in an earlier part of my consulting career (I was much thinner then).  Without knowing it at the time, I foreshadowed a lot of reflection that I use now as an executive CX consultant and Fractional CCO.  At the time my practice was mainly focused on training clients and facilitating workshops in Lean Six Sigma and Agile Project Management among other topics…mostly more transactional than the larger and more strategic work I do with clients these days.  Nonetheless, I think it is a microcosm of the concept of seeking and acting on feedback wherever you can.  I use it still as a consultant and encourage my clients to do the same in their own VoC programs.  I’ve lightly edited and updated some parts.  Enjoy. (more…)

By | 2021-02-11T16:27:37+00:00 February 11th, 2021|Categories: Consulting, CX Strategy, CX Thoughts, VoC|0 Comments

Processing your survey results

Recently I fielded a question about NPS survey data:  How do you process it?  How do you use it?  I popped off a quick response, but I’d like to go a little deeper on the topic here.

First of all, it’s not a specific NPS question.  It doesn’t matter what sort of survey you send out or (exactly) what sort of question(s) you ask.  I’m also limiting this article to a discussion about survey data per se.  There are tons of other sources of data that should be part of your broader Voice of the Customer (VoC) program.  But this is just about the data that comes from your surveys.  From those surveys, at the end of the day, you’ll likely be faced with two different types of data, each with its own purpose:  Score data and Amplification data. (more…)

By | 2021-01-21T16:47:10+00:00 January 21st, 2021|Categories: CX Strategy, CX Thoughts, Measures & Metrics, VoC|0 Comments

Whose problem are you solving?

I’ve written about Customer Effort Score (CES) before and kind of chided the intractability of defining it specifically.  Of course, it’s not fair to pick on CES, as I’ve written in other instances, even common definitions like First Contact Resolution runs into definitional problems when they encounter actual Customer opinions (we all have our own definitions).

But specifically, when it comes to Effort (or, as I sometimes will call it, “hassle”), I remember a wise Process Engineer who used to work for me once noted:  “we’re defining ‘hassle’ from our own perspective.”  And he was correct to point it out in that instance.  I wonder:  Are you doing the same? (more…)

By | 2021-01-07T16:49:39+00:00 January 7th, 2021|Categories: CX Strategy, CX Thoughts, Process Engineering, VoC|0 Comments