Creating a customer obsessed culture and going from NPS -4 to +80 – Interview with Amy Downs of Lifesize

Obsessed

Today’s interview is with Amy Downs, the Chief Happiness and Customer Success Officer of Lifesize, a provider of enterprise & business-class video, audio, & web conferencing solutions, software, equipment & support. Amy joins me today to talk about customer obsession, Lifesize’s transformation and what it takes to turn an Net Promoter score (NPS) of – 4 into a score of +80 in roughly 730 days. This interview follows on from my recent interview – Non-obvious trends and what they mean

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Would NPS be better if its scale only had three numbers?

#175277918 / gettyimages.com A question I have been asking myself recently is: Would Net Promoter Score (NPS) be better if it’s scale only had three numbers? Now, before I get accused of heresy, let me say up front that I am a fan of the Net Promoter Score (NPS) system’s central question: “How likely are you to recommend [our product or service] to your colleagues, friends or family?” In fact, I think it is a useful and valuable question the

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How NPS Correlates to Long-Term Revenue Growth

It’s been 10 years since Fred Reichheld first introduced Net Promoter Score (NPS) in his Harvard Business Review article “The One Number You Need to Grow.” Since then, thousands of companies have implemented NPS, including industry leaders like Apple, Intuit, Facebook, Southwest Airlines, and American Express. Now, with a ton of industry momentum, has NPS proven out Reichheld’s original title? Has the system shown that it can propel meaningful revenue growth? In his latest book, The Ultimate Question 2.0, Reichheld

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Beyond the Familiar – Long-Term Growth, Customer Focus, NPS and other reflections: Interview with Professor Patrick Barwise

This is the 9th interview of this year and I think you are in for a treat. Today’s interview is with Professor Patrick Barwise of London Business School about his new book, Beyond the Familiar. Now, this is quite a long interview….a shade over an hour. I did contemplate cutting it into sections but there is such a lot of great stuff in there that I couldn’t bring myself to do that. So, forgive me for the length of the

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10 Things that you can do to improve the employee experience

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TINYpulse recently published their 2019 Employee Engagement Report titled The End of Employee Loyalty. With reputedly one of the largest databases in the world for employee feedback, they are well positioned to provide real insights into employee engagement trends. In fact, from January to December of 2018 they were able to collect responses from over 25,000 employees, working in more than 1,000 different companies across 20 industries spread across Northern America, Europe, Asia, and Australia. One of the headline findings

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What your customer service agents’ top priorities should be in 2019

checklist

This is a guest post from Chris Ryba, Director of Professional Services at VHT. With all the attention paid to the digital transformation and artificial intelligence, one important fact bears repeating: Your customers value ease and convenience in their customer service interactions, and they don’t much care about the technology your brand has invested in behind the scenes. In fact, CCW’s recent special report titled “Augmenting Contact Center Automation” found that 71 percent of customers, across all age demographics, still

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Playing the customer experience game to win – Interview with Nienke Bloem

competition win

Today’s interview is with Nienke Bloom, customer experience speaker, advisor and co-founder of The Customer Experience Game. Nienke joins me today to talk customer experience, The Customer Experience Game, why play is so important in business and how and why we should put more play and fun into everything we do. This interview follows on from my recent interview – Going from good to great in customer experience – Interview with Rachel Haworth of Coventry Building Society – and is

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Going from good to great in customer experience – Interview with Rachel Haworth of Coventry Building Society

great

Today’s interview is with Rachel Haworth, Customer Experience Director, at Coventry Building Society. Particularly for non-UK readers, a building society is a financial institution that is owned by its members as a mutual organisation. Coventry Building Society is the second largest organisation of its kind in the UK with over 1.8 million members that save or have a mortgage with them. Rachel joins me today to talk about customer experience, the approach they have taken, the successes they have had,

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Getting the human and tech balance right in customer experience – Interview with Julia Ahlfeldt

High Low Tech Touch Chart

Today’s interview is something different. Last week I was in Pretoria, South Africa, where I was speaking at the Customer Experience Innovation and Tech Fest conference. On the back on my keynote, Julia Ahlfeldt, one of my fellow speakers, asked if she could interview me for her podcast, Decoding the Customer, which explores business trends and innovation in the field of customer-centricity. I said that I’d be delighted to have a chat and thought I’d record it too and release

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