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Customer Experience (CX) Programs have to have a “due north” and ultimately the test for their success is the creation of more customers and more profitable customers. CEO’s love the simplicity of evidence based CX programs like this. It is a strong message that can be understood throughout their organisations. Leaders more generally understand that CX programs are transformation programs. Identifying customer insights or better understanding the customer journey is all well and good, but if there is no...

Many organisations survey their customers asking for feedback on products and services. Usually this involves getting a customer to rate the experience on a scale (usually NPS), asking why they gave the score, and then perhaps getting some ratings for particular drivers of the experience (e.g. helpful service, products in stock, value for money etc.). The data from these surveys is fantastic to understand the experience and point to the areas that need improving. "Maximising the impact...

An overall expertise in CX and VoC is critical to a good and successful partnership.   As businesses recognise the value of implementing Customer Experience (CX) or Voice of Customer (VoC) programs, selecting the right vendor to partner with is a critical consideration. Having worked with numerous medium to large enterprises in segments such as retail, financial services, telecom and e-commerce, I believe there are three important things that you should consider when selecting a CX or VoC partner. 1. ...

"When an organisation is committed to creating a culture of customer centricity, those employees who want to share in the journey will respond positively with a sense of increased engagement" The days when Net Promoter Scores (NPS) was touted as a short-lived C-Suite fad are long behind us. There is no denying that NPS and NPS Programs now have a solid foothold within organisations around the world (Apple, Qantas, GE to name a few) and it’s unlikely...

Launching a customer experience or CX program can be a big task, but understanding some of the key steps that will help you to get your program up and running can help to alleviate the pressure surrounding the launch of the program. Which is why we have put together these 5 tips to help you succeed in the launch of your customer experience program. Tip #1: Involve decision makers from across the business It is really important to involve...

Most companies now understand the value of being customer centric and are focusing efforts on improving and developing programs designed to deliver an amazing customer experience. All of this is in order to build customer and brand advocacy. However, you can go into a store and have a good experience, but that doesn’t necessarily make you an advocate, and you probably won’t tell people about your shopping experience. How can you drive customer advocacy? Out of the many strategies available,...

Closed Loop Programs are transformation programs with technology playing an enabling role. We have several Net Promoter trained and accredited consultants and have developed practical methodologies (including checklists, templates etc.) for implementing Closed Loop Feedback Programs. Typical Program Overview We work with clients to confirm governance plans, program roll-out preferences and timing. Our solution follows a Listen-Act-Discover-Improve cycle that is adaptable to any business environment. Closed Loop Feedback Listen and Act These steps involve quickly capturing customer feedback and enabling a...

1) Every interaction creates a personal reaction. The first law suggests that a one-size-fits-all approach to CX is not effective and that experiences should be designed around customer segments. The theory is that the exact same experience can be good for one person and bad for another. Coming from a background of data-driven marketing and working with multifaceted customer segmentations, I can see the benefit of this approach. We recommend holding additional customer data (e.g. behavioural, attitudinal and...

If you have been running a NPS® program for years, you should have an excellent understanding about the customer journey overall. You know the pain points that Detractors complain about and the reasons why Promoters are happy. With the right resources behind you, you can then work towards removing the pain points and improving NPS. So what comes next? One way to enhance the sophistication of your NPS program is to start to think like a direct marketer...