Should Customer Experience and NPS Surveys be Anonymous?

CX and NPS feedback – should it be anonymous? Should Customer Experience and NPS Surveys be Anonymous? The simple answer is NO – anonymity is not required for a B2B CX or NPS programme. But the answer is not that simple. Let’s start by defining what Confidential and Anonymous mean in the context of surveys. […]

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Limerick’s Net Promoter score is only +7

This is a theme I’ve explored a few times in the past: the NPS results for sports teams. Despite an imperious performance by the Shannonsiders in last weekend’s All-Ireland Hurling Final, Limerick’s Net Promoter score is only +7.   The Greatest Final in Modern Times? On Sunday, we witnessed one of the greatest hurling matches […]

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Forget elephants; hunt whales instead

‘Hunting elephants’ is a term used by sales people to describe the targeting of very large clients. Elephant hunting is difficult to do, but very profitable if you’re successful. The message from this blog? Forget elephants; hunt whales instead.   Whale Hunting with Global Accounts It’s not often that I write book reviews but if […]

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Quality is Free (so Invest in Service Excellence)

Customer centricity is all about doing the right thing for the customer. Doing the right thing also means doing things right and that means service needs to be excellent, all of the time. Sounds expensive? Actually, it’s not. The main message in my last blog about the Service Recovery Paradox was that quality is free […]

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How Did We Do?

55 | 55 | 5.9 | 81 Every year we follow our own advice. We ask ourselves and our clients: “How did we do?” Just like our own clients, we never quite know what to expect until all the numbers are in and until we have read all the verbatim comments. It’s always nerve-wracking waiting […]

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