I know a lot has been said about Net Promoter Score (NPS), and I'm not in this world to judge anyone who's working with it, or developing it into a Net Promoter System. I do like to share my experiences with it though, hoping to attract other people who'd like to share theirs, so we can all get a better understanding of what drives Customer loyalty and how to manage for it. Unfortunately the Net Promoter Score is not working for me right now. And here's why:
December 9, 2011
Managers in Customer Services don't need more or new technology, but what is it they do need (to do)? Here's my take for 2012 and beyond!
September 7, 2011
Do you still think the Customer is always right? I don't think so! You can read why, and why that is important, in this post.
July 16, 2011
here's an overview of the best read posts on my blog in the first 6 months of 2011. Check them out!
June 26, 2011
Yesterday evening I played around with the canvas and came up with my own Value Co-Creation Canvas.. It's far from finished or perfect, but I believe it's good enough to present to you and ask you for feedback. I think it should be a self-explanatory canvas in the end, but am sure it isn't yet. So please ask all questions you might have. It will help me improve it.
May 3, 2011
Guest post by Dr. Graham Hill, Partner, Optima Partners and Associate, DesignThinkers Too many customer experiences are created just for the benefit of companies. Customer are either a target or an afterthought. Many customer experience practitioners don’t see the 900lb Gorilla in the room; the most important touch-points are not about marketing, sales or service,… [Read more…]
February 7, 2011
To date, the best proxy for good and effective Customer Services (operations), has been set by Bill Price, with his book "The Best Service is no Service". I believe we need a more fundamental change though, in our perspective to finally start having a real and sustainable impact on business results, not just sitting on the cost-side of the equation. I would like to explain so by elaborating on the "Five perspectives on Customer Services" we need today...
January 20, 2011
This is a story about how Telfort, a Dutch mobile network provider destroys four types of Customer value, with one stroke..
Barry Dalton – Customer Service Stories Mike Boysen – Effective CRM Value Creator by Brian Vellmure PGreenblog The Customer Revolution Social CRM – The Conversation Graham Hill on Customer Think Esteban Kolsky’s Blog A. Prem Kumar’s Blog Mitch Lieberman’s Blog Mark Tamis’ Blog Now on Customer Think
May 11, 2012
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