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
An NPS Success Story
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.
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.”
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