This blog is a shortened version of The CX Factor which originally appeared in the October 2021 edition of Modern Lawyer. Modern Lawyer is published by Globe Law and Business. Download the article, including the case studies with Baker McKenzie, DWF, Shoosmiths and Travers Smith by clicking on the image below. * * * […]
CX and NPS feedback – should it be anonymous? Should Customer Experience and NPS Surveys be Anonymous? The simple answer is NO – anonymity is not required for a B2B CX or NPS programme. But the answer is not that simple. Let’s start by defining what Confidential and Anonymous mean in the context of surveys. […]
This is a theme I’ve explored a few times in the past: the NPS results for sports teams. Despite an imperious performance by the Shannonsiders in last weekend’s All-Ireland Hurling Final, Limerick’s Net Promoter score is only +7. The Greatest Final in Modern Times? On Sunday, we witnessed one of the greatest hurling matches of […]
‘Hunting elephants’ is a term used by sales people to describe the targeting of very large clients. Elephant hunting is difficult to do, but very profitable if you’re successful. The message from this blog? Forget elephants; hunt whales instead. Whale Hunting with Global Accounts It’s not often that I write book reviews but if […]
Customer centricity is all about doing the right thing for the customer. Doing the right thing also means doing things right. That means service needs to be excellent. All of the time. Sounds expensive? Actually, it’s not. The main message in my last blog about the Service Recovery Paradox was that quality is free so […]