I had a boss years ago who had a fetish for change. He wanted to change things that in his mind weren't working. There's no problem with change. Change is good. It's good to clear out the old to make way for the new. In fact, this is an idiom that Steve Jobs used on [...]
Net Promoter Score (NPS) has been a hot topic ever since it was developed 15 years ago. Depending on what side of the fence you're on, you might or might not hold a lot of value in the metric. Recently I participated with some of my customer experience colleagues in a blog post discussion of [...]
Improving your customer experience (CX) requires more than just listening to your customers. You must understand your data and what is behind the numbers before you can take action to optimize the CX. The old management adage, you can't manage what you don't measure, applies very well here. In a 2016 study conducted by Forrester, [...]