Category Archives: Loyalty

Customer focused dashboards

I’ve been hearing a lot of questions about metrics and dashboards these days, especially the desire to have them be customer focused or customer centric.  One of the things I have been working on is how to build a more customer focused dashboard. 

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Part 1 cont. – Brand, product or service

When I am designing the key metric question (customer satisfaction or loyalty), I take a look at what I want to improve first.  These questions can be asked at multiple levels – each will mean something different to my customers and each will give me different information to drive improvements.

Brand – Product – Service

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Part 1 – Metrics: Customer Satisfaction and/or Customer Loyalty

I thought I would begin this discussion with the same place most people start thinking about a customer experience based program – what do I measure?  Some version of this question is the most frequent one that I get from people and companies starting out on their journey.  And I’d like to offer a straight forward, easy answer but really the answer is… it depends. 

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The core of a customer experience program

With so many customer experience programs beginning, many people are asking, “Where do I start?”  It’s a question that I have heard often enough that I thought I might do a blog series on what you want to focus on in the first year of your customer experience program.  And it might be interesting for those of you who are already well under way in your program. 

Posted in Change, Communication, Customer Experience, Customers, Goals, KPI, Leadership, Listening, Loyalty, Retention | Tagged , , , , , | 2 Comments

The iPad as an e-reader

I love the ability to make successful recommendations.  When I love a product or a service or an idea, I can’t wait to share it with my friends, family and colleagues.  And when that recommendation is equally well liked and received, then I feel great.  Surely I can’t be alone in that, right? 

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Mapping your customer experience

In discussing a customer touchpoint mapping project recently, I was asked this question, “Have you formulated your ROI for this project yet?”  Well, no… at the beginning stages of this type of project (touchpoint mapping, customer expectations capture, gap analysis) you simply don’t know what your ROI is going to be, mostly because you have no idea what problems you’ll identify.  All of the ROI glory goes to the projects that come out of a customer touchpoint mapping project. 

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Proving the value of NPS

In the next part of our series, we’re going to talk about how what to with the results you get back from NPS.  You’ve completed your survey design and fielded it to your customer and/or partner base.  At last, you have your data.  Now what do you do with the results?  If you are anything like me, you could spend a lot of time reading the open ended responses and analyzing them.  And don’t get me wrong, this is important but in my experience, it’s not the next step.

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Net Promoter Score (NPS) is more than a number.

I know that I am going to be in the midst of competing views here but I use NPS where I work and have built a previous NPS program as well – I like it and it works.  Say what you will of the method (and believe me, there is much that has been said/written/blogged on it, good and bad), the core of it comes down to really listening to your customers, taking action on what you learn and letting them know they are heard.  For me, that’s the key.

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My Top 6 Customer Survey Design Suggestions

I’m going to try and avoid my soapbox here but I will warn you in advance that I may not be successful.  You be the judge…

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2009 – Kicking off the new year

The holidays are over and I am back to work after my longest vacation off in my working history.  It was lovely but it will come as no surprise to those close to me when I mention that I managed to snag an awful virus and was sick for the whole two weeks.  I am still dragging through the dregs of it…  All of that aside, it was a lovely and quiet holiday, filled with family time and I treasure the opportunity I had.

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