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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

Just stop with the KPIs already

Okay, so this is going to be controversial.  Scandalous, even.  But I’m going to come right out and say it: Please stop with the KPIs.  Just quit it already. Whether you’re using NPS, C-SAT, CES…whatever it is, you’re only hurting your own CX efforts. And I’ll tell you why:  Because you’re not getting anything out [...]

By |2021-06-30T14:56:25+00:00June 30th, 2021|CX Strategy, CX Thoughts, Leadership, Measures & Metrics, Process Engineering, ROI of CX, VoC|Comments Off on Just stop with the KPIs already

Quantitative versus Qualitative

I just got off the phone with a colleague and we were having a conversation about data.  He brought up some good questions and points and so I figured I’d jot a few of them down here before they went right out of my head again. The gist of the discussion was the difference between [...]

By |2021-03-23T15:05:44+00:00March 23rd, 2021|CX Strategy, CX Thoughts, Measures & Metrics|Comments Off on Quantitative versus Qualitative

Metrics: Output vs. Outcomes

Y’all know I’m a big fan of metrics.  Long before I was in CX, I was in Process Engineering (Lean Six Sigma and Operations Research), and long before that I was an analyst.  My BS is in Mathematics, and I teach Statistics at the Air Force Academy.  So yea, I dig numbers.  I write about them [...]

By |2021-02-04T15:58:13+00:00February 4th, 2021|CX Strategy, CX Thoughts, Measures & Metrics|Comments Off on Metrics: Output vs. Outcomes

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 [...]

By |2021-01-21T16:47:10+00:00January 21st, 2021|CX Strategy, CX Thoughts, Measures & Metrics, VoC|Comments Off on Processing your survey results
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