Category: Blog
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The Digital Privacy Paradox: How Cookie Consent Became a Nightmare for Customer Experience
I’ve been using a VPN for a while, and I’m shocked by how many websites I simply can’t access privately. Websites use cookies to the maximum, taking everything from you without you even noticing. They are pure pickpockets. Newsletters that can’t be read, comparison sites that freeze, and links from Google that require me to…
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The Kano Model: Beyond Product Development Into Customer Experience Excellence
Introduction It’s been a while since I obtained my Lean Six Sigma certification. While reviewing some documentation this week, I came across something that caught my attention. When I first heard about the Kano analysis model, I learnt that it was a useful tool for new product development. However, having spent years working in the…
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Successful CX Programs Beyond Surveys
I had a meeting with a big global client the other day about how we keep improving the current CX programme in the future. They are very keen to run another wave of the usual customer satisfaction survey, which, of course, we can do for them. At the same time, we were actually encouraging them…
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Why Forcing Survey Responses Destroys Your Data
I received a survey from the BBC today. Probably like millions of other people. Like everyone else, I don’t respond to every survey in my inbox, but I actually wanted to participate in this one. The survey was long, so (again, like everyone else) I instinctively allocated a reasonable amount of time to complete it…
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The Hidden Bias in NPS Surveys: Why Colour-Coding Can Distort Customer Feedback
I have seen it again and it’s becoming worryingly popular. More and more organisations are committing to degrading the NPS® question and their ability to analyse survey results is deteriorating. Introduction: the NPS Colour-Coding Issue I am referring to the increasingly common practice of colour coding the 0 to 10 scale of the NPS question…
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The Absurdity of Closed-Box-Only Return Policies: A Customer Experience Fail
Can anyone tell me what’s the point of a closed-box-only return policy? Because I can’t figure it out. I went to the shopping centre today, in search of a mouse. Nothing fancy, but I wanted to see one of those silent mice with a very quiet click that is less annoying to other people when…
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Is the Customer Always Right? Navigating the ‘Wrong Customer’ Dilemma
I attended a webinar recently, with a really interesting panel of experts on Customer Journey Mapping. At one point, I asked the panel about what Jones and Sasser1 defined as “wrong customers” and one of the experts, quite rightly said: “We have to be careful how we label our customers. We surely don’t have “wrong”…
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Unlocking Customer Experience: A Strategic Approach to Business Success
I was at a wedding recently, in that lovely environment with all the moving speeches and all the warm fraternity floating in the air. It’s one of the rare occasions where it doesn’t feel awkward to speak to strangers. The Wedding Conversation: A CX Insight I was sitting with a mixed group of people at…
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CX OriginsThe Ancient Roots of Customer Experience: A 4,000-Year Journey
When we hear “CX” today, we think of customer satisfaction surveys, Net Promoter ScoreSM, and digital feedback forms. However, the practice of customer experience is as old as commerce itself. CX: More Than Just Modern Acronyms If we travelled back 2,000 years and asked a Roman merchant about ‘CX’, he would tell us it meant…