Category: Blog
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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…
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Rethinking Loyalty: Lessons from Comparing NPS with Actual Behaviour
In collaboration with one of my clients, I recently conducted an eye-opening experiment that challenged the assumptions many of us have about loyalty metrics. By comparing last year’s survey data, which used the Net Promoter Score (NPS®) to assess loyalty, with this year’s real-world customer behaviour, we uncovered some striking insights. The Experiment Last year,…
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Are Discounts for New Customers Worth It?
Have you ever seen an offer or discount ‘for new customers only’? It’s a great marketing and sales tactic to attract new customers, but what about existing ones? How do you feel when your bank or supermarket offers discounts and promotions to new customers but excludes you? Do you take this as an invitation to…
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Feedback Bias: Navigating the Complexities of Honest Insights
Introduction: The Complexity of Feedback in Close Relationships Have you ever found it hard to be completely honest with someone you care about, even when they ask for your opinion? Now imagine that on a professional scale, where exclusivity and gratitude complicate the feedback process. Feedback isn’t just a simple transaction of thoughts. The relationship…