Let me start by saying that Reichheld to me is the author of my first bible, so this article has no intention to “bash” his work. The goal is to help organisations understand why their CX is not delivering the results they expected and how the unintentional misuse of NPS might play a role in […]
Customer Experience Measurement with Impact : How to Find the Real Drivers of Your Customers’ Journeys
In the previous blog, you have seen how to define the journey and detailed journeys that are the basis to find the drivers for each step in the journey. The next step is where we start involving customers. By sending them the questionnaires that are built on the insights from the detailed journey workshops. In […]
Customer Journey Mapping: the Complete Guide to Define the Journey to Accelerate In Experience
The very first step when using the Accelerate in Experience framework is to define the customer journeys. There are many approaches to map the customer journey. But which one is the best? In this blog, I’ll share with you the best approach for journey mapping, when your goal is to find the real drivers of […]
The Risk of AI in Customer Experience Research (The Sense and Non Sense Series)
You cannot read any trends in customer experience, without reading about the huge potential of artificial intelligence (AI). And there is not a CX tooling company that is not promoting its AI capabilities. But is AI the way to go in CX research? In this blog, I share my views on why most current AI […]
NPS v. CES v. C-SAT: When to Use What (The Sense and Non Sense Series)
Update dec 2019: also check out this new blog about NPS. Wondering what is the best metric to use in what situation? In this blog, I will share the pros and cons of the three most commonly used metrics in customer experience: Net Promotor Score (NPS), Customer Effort Score (CES) and Customer Satisfaction (C-SAT). So […]
Customer and Employee Experience : Top 10 Most Popular Blogs of All Time
Are you lost in the huge amount of customer and employee experience blogs? Searching for ways to quickly sort through them, to find those blogs that add value to your expertise? I will help you in your search. Based on the insights from Ahrefs.com, I have analyzed the most popular customer experience (CX) and employee […]
Employee Engagement and Leadership: 5 Interventions that Enhance Engagement
Wouldn’t it be great to get some hands-on ideas on how to improve the engagement of your employees? That’s exactly the goal of this blog, based on the book Alive at Work by Dan Cable. It’s the new bible (as far as I’m concerned) if you want to move toward engaged employees and a more […]
Customer Experience Management : The Accelerate In Experience Framework Explained
Customer Experience Management is at the top of the agenda of practically all organizations. At the same time, one of the biggest challenges is to do it right. In this blog, I offer a comprehensive framework (pdf) on how to accelerate customer experience in your organization and focus on what really matters. I will be blogging […]
Employee Engagement: How to Measure Emotional Engagement (The Sense and Non Sense Series)
Without Employee Experience there is no Customer Experience. Happy employees are at the baseline of each successful organisation that wants to grow toward more customer- and even human centricity. Schlessinger and his colleagues already proved this in 1997 with their Service Profit Chain. So that there is a hype and interest on how to improve […]
Customer Experience Management: The 5 Success Factors of Your Customer Experience program in 2019
On November 14th 2018, I had the honor of presenting my methodology on Forrester’s CX Europe forum. I shared my story along the line of the 5 pitfalls in most customer and employee experience programs. Below you find a short explanation of the 5 pitfalls. And how you can turn them into success factors for your […]