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Maybe just stop doing VoC?

I’ve been toying with an idea recently:  Tell my clients to simply stop doing VoC. Yes, I realize that sounds kind of controversial.  But as opposed to my usual way of doing things, that’s not why I suggest this.  In fact, I’m only (partly) sort of kidding anyway. But here’s my reasoning: Brands sometimes spend [...]

By |2023-09-12T14:53:22+00:00September 12th, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts, Measures & Metrics, Process Engineering, ROI of CX|Comments Off on Maybe just stop doing VoC?

Why do you ask?

When you ask an analyst a question, ideally it’s met with several in return.  That’s because good analysts are inquisitive not just about what you want to determine, but why you’re looking for a quantitative answer.  A healthy dialog between you and an analyst will lead to much better analysis and even more importantly, that [...]

By |2023-04-12T15:41:26+00:00April 12th, 2023|Consulting, CX Strategy, CX Thoughts, Measures & Metrics|Comments Off on Why do you ask?

Two problems with your KPIs

Anybody who’s read much of what I have to say about Customer insights and Voice of the Customer (VoC) knows I’m quite critical of legacy KPIs like CSAT and NPS.  Part of that, naturally, is my inherent wiseass contrarian nature, sure.  That said, if I didn’t really believe that there’s a better way to do [...]

By |2022-11-09T16:16:00+00:00November 9th, 2022|Consulting, CX Strategy, CX Thoughts, Measures & Metrics, VoC|Comments Off on Two problems with your KPIs

Brand Alignment Score: Reduce the subjectivity

I participated recently in another one of these awesome forums where CXers gather to chat and share ideas about our profession.  The main topic centered on VoC approaches, and at one point someone brought up the challenge of interpreting his company’s NPS results.  To paraphrase him, sometimes one Customer may rate an experience as a [...]

By |2022-09-27T16:08:11+00:00September 27th, 2022|CX Strategy, CX Thoughts, Measures & Metrics|Comments Off on Brand Alignment Score: Reduce the subjectivity

Collecting data so you can use it

I once worked with a client who was having a somewhat complicated concern about survey data:  Every time they interacted with a Customer they’d send out a survey invitation.  That was well and good, but they never knew (does anybody?) when they’d get a response.  They put a time limit on the survey in that [...]

By |2022-09-13T14:51:24+00:00September 13th, 2022|Consulting, CX Strategy, CX Thoughts, Leadership, Measures & Metrics, Process Engineering|Comments Off on Collecting data so you can use it

You need that amplification

I wrote a while back about questions raised concerning wide ranges in top-level NPS or C-SAT scores, even for Customers who may have had the same experience.  The point I called out there was mostly an indictment of the use of NPS or C-SAT in the first place.  These metrics allow for way too much [...]

By |2022-06-07T17:47:03+00:00June 7th, 2022|Consulting, CX Strategy, CX Thoughts, Measures & Metrics|Comments Off on You need that amplification

VoC begets VoC

I’m always championing active use of your Voice of the Customer (VoC) insights.  After all, I say, if you’re just collecting your Customers’ insights but not doing anything with them, that’s a huge waste of resources.  Normally when I talk about that, I’m referring to the importance of having a robust and enterprise-wide Process Engineering [...]

By |2021-11-10T15:52:56+00:00November 10th, 2021|Consulting, CX Strategy, CX Thoughts, Measures & Metrics, VoC|Comments Off on VoC begets VoC

Are we challenging CX?

One of the roles we, as CX professionals, play, is that of change agents.  I realize that’s a term people toss out there when they want to seem important or progressive in business, but when you think about it, one of the core jobs we have is to challenge people to take a different perspective; [...]

By |2021-11-03T15:33:41+00:00November 3rd, 2021|Consulting, CX Strategy, CX Thoughts, Measures & Metrics, Process Engineering|Comments Off on Are we challenging CX?

Better than NPS? Brand Alignment Score

I’ve written previously about how silly things like Net Promotor Score’s ‘Likelihood to Recommend’ question can seem.  I think, generally, that comes more from a place of complacency than downright lunacy.  It’s more likely people are asking questions like that less because they’re off their rocker than simply because, well, that’s what everybody is asking. [...]

By |2021-09-09T15:56:20+00:00September 9th, 2021|CX Strategy, CX Thoughts, Measures & Metrics, Process Engineering|Comments Off on Better than NPS? Brand Alignment Score
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