Tag: CustomerInsights
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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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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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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,…