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When it’s okay to ask

At one point a while back in my career I spent most of my days teaching Lean Six Sigma around the company for which I was working at the time.  From a (much more seasoned) colleague I learned a witty thing to say at the end of each session:  “If you have negative feedback, please [...]

By |2022-12-07T16:06:42+00:00December 7th, 2022|CX Culture, CX Strategy, CX Thoughts, VoC|0 Comments

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

So why did you ask?

A while back, one of my service providers sent me an invitation to fill out a survey.  As I’ve stated before, sometimes CX people can be the best or the worst when it comes to such things.  I will usually only fill out a survey when I know that I have something positive to say [...]

By |2022-05-25T13:48:01+00:00May 25th, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts, VoC|Comments Off on So why did you ask?

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

What do you want on your Tombstone?

Do you remember the old commercial for Tombstone Pizza?  The tagline was, “What do you want your tombstone?”  (By the way, if you clicked through and it’s driving you crazy, the character actor is a fellow by the name of Oliver Muirhead, and if you also share my obsession with Seinfeld, he played Lubeck the [...]

By |2021-10-20T15:20:38+00:00October 20th, 2021|Consulting, CX Strategy, CX Thoughts, VoC|Comments Off on What do you want on your Tombstone?

Let’s ask better questions

With text analytics and artificial intelligence and sentiment analysis, technology has really moved us into a new world of possibilities when it comes to understanding our Customers’ feedback in a variety of formats.  I’ve seen some pretty amazing uses of this new world of business analytics and high-level number-crunching.  The way some software out there [...]

By |2021-09-09T12:45:59+00:00September 1st, 2021|Consulting, CX Strategy, CX Thoughts, VoC|Comments Off on Let’s ask better questions

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

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 [...]

By |2021-05-11T14:42:43+00:00May 11th, 2021|CX Strategy, CX Thoughts, VoC|Comments Off on Is NPS right for you?
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