Tag: CustomerSatisfaction
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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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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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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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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…
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The Confusion Between NPS® and Satisfaction: A Missed Opportunity in CX Measurement
In the ever-evolving world of Customer Experience (CX), clarity is key. As CX consultants, we often encounter well-intentioned efforts to measure customer sentiment that miss the mark due to a lack of focus and precision. A recent example that caught my attention perfectly illustrates some of the most common pitfalls in CX measurement: a simple…