Each year companies lose billions of dollars as they miss customer expectations and lose them.  Perhaps 2022 will be the year that companies finally focus AND invest on improving the customer experience.  Prediction, if they do – their fortunes will improve! 

Below is the list of the most read articles in 2021 on the Pivot Point site. (The number in parentheses shows how many years the article appeared on the annual Top 10 list.) My hope is that the content will spark some new ideas and activity to improve your company.

  1. Improving SLAs (2) – Common SLAs provide a false sense of security and create incentives that drive the wrong behaviors. 
  2. NDR: A Misleading Customer Success Metric? (Newcomer) – This metric, while simple to calculate and understand, can lead companies astray and give them a false sense of security.
  3. 3 Biggest Customer Experience Mistakes (4) – A guest post which highlights the need to make experiences that are Effective, Easy, and Enjoyable.
  4. Do High NPS Scores Predict Strong Renewals? (Newcomer) – Some customers provide bad feedback and stay (hostages) while others give good feedback and churn (liars).  What’s a company to do?
  5. The Customer Care, Success, and Experience Continuum (3) – Although people use the terms interchangeably, they are quite different and require different skill sets to deliver.
  6. An NPS Success Story (2) – At the recommendation of a friend, I described how using customers’ feedback can transform a company.
  7. Bad Bosses at Good Companies (7) – Got a bad boss? Trying to decide whether to leave or not? Don’t just flip a coin, first consider the company.
  8. Your Strategy and a Customer’s [Business] Journey (Newcomer) – describes the distinction between the journey a customer takes as they interact with your company, versus the journey they are trying to travel with their business.
  9. Customer Journey Mapping – Walking in the Customer’s Shoes (Newcomer) – To be effective, journey mapping should start with the customer’s perspective.  Stop thinking about how your company can sell more efficiently and start to create a path where customers can buy more easily.
  10. Customer Service in a Monopoly (8) – The only article to appear each year since 2013, this one has staying power!  Because monopolies lack the right market incentives to improve service – they won’t. Here’s what is needed.

Check out the Top 10 Lists from prior years.

Want help putting these ideas into action?  Contact us!

Learning from the Past – 2021 Top 10
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