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Driving Growth through High-Value Customer Experiences

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An NPS Success Story

An NPS Success Story

Shortly after I arrived at this company, one of the first things our CEO asked me to do was look into our NPS and understand its strengths and shortcomings.  He felt that the numbers he saw were high compared with

Andrew McFarland 18 February 201913 February 2019 Best Practices No Comments Read more

Groundhog Day – 2019

Groundhog Day – 2019

Sometimes we subject our employees and customers to the same dismal treatment day after day as if they should accept it willingly. Instead, many would prefer a fast end to the perpetual misery of buying from (and dealing with) us.

Andrew McFarland 2 February 20195 December 2018 Employee Engagement No Comments Read more

How Might the Gig Economy Impact Customers?

How Might the Gig Economy Impact Customers?

My concern in this post is how the transient nature of a “gig economy” workforce could impact customers. The gig economy is “a labor market characterized by the prevalence of short-term contracts or freelance work as opposed to permanent jobs.” 

Andrew McFarland 21 January 20199 January 2019 Customer Service No Comments Read more

10 Most Popular CX Posts – 2018

10 Most Popular CX Posts – 2018

Want a quick and high-impact way to transform your business in 2019?  Focus on improving the customer experience.  As in past years, I’ve collated the most read posts of the previous years.  They’ll provide a good starting point to reinvigorate

Andrew McFarland 1 January 201911 December 2018 Customer Experience No Comments Read more
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Latest Posts

  • An NPS Success Story 18 February 2019
  • Groundhog Day – 2019 2 February 2019
  • How Might the Gig Economy Impact Customers? 21 January 2019
  • 10 Most Popular CX Posts – 2018 1 January 2019
  • One miserable [United Airlines] Customer Journey 18 December 2018

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