You have probably heard this before: “People in [fill in any country name] do not rate your service with a 9 or higher. That’s not our culture”. Do you buy into this ‘culture’-effect? I don’t, and here’s why:Read more "We Don’t Need An NPS-[fill in the blanks]"
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. Unfortunately the Net Promoter Score is not working for me right now. And here’s why:Read more "Sorry NPS, I’m not buying (it).."
I believe we need a fundamental change in our perspective on Customer Service to have a sustainable impact on business results. Here are the changes in “Five perspectives on Customer Services” we need todayRead more "Because it is time you take Customer Service seriously.."
I’ve read many papers, blogs and articles telling me what being Customer Centric is all about. I agree with most of them when they provide lists of the differences between the product centric and the Customer centric organization. My issue with the many views, explicit or implicit, on Customer Centricity, is that they always seem to tell you what you need to stop and start thinking of or doing, but they hardly discuss or let you know where the boundaries are. Or at least discuss the notion of boundaries and their importance…Read more "Putting Your Customer at Center? Constrain Yourself, or.."
Quite a while ago I was introduced to the theory of Failure Demand. Failure Demand has been defined by System Thinker John Seddon as “demand caused by a failure to do something or do something right for the customer“. It is probably a Customer Services department of a company that can relate to it the […]Read more "Failure Demand – A Starting point for Outcome Driven Collaboration"
Some months ago I wrote about how The Killer Customer Services or Loyalty Metric does not exist. In that post I provided an example of my own experience that it is not the metric that will improve the performance of the company, but how it is applied and how it is fully embraced in the […]Read more "NPS & The Customer Experience"
This week I had a conversation in which a friend said: “Bad results begin with bad assumptions”. We scrabbled around with the theme and got from “Assumptive Bias” to “BIASsumptions” (which is not an actual word unfortunately). A fun to have conversation, but I believe underlying is a serious matter that brought me to write […]Read more "Don’t take your Customer’s word for it!"