Did you know Netflix’s Net Promoter Score® (NPS®) is higher than the cable companies? It is, and it is one of the reasons we see growth in Netflix and continued dissatisfaction with cable companies. I love Netflix. It is simple. You can start and stop it when you...
It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. The issue for me is these are not combined nor complimentary, which is a huge mistake. Why? Because the experience you give your...
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely...
When you hear a person (read Customer) sigh, what do you think they are communicating? Is it sadness? Frustration? Exhaustion? All three? Chances are, it’s a subconscious communication of many things, including all of the above. It’s important to identify what...
Sometimes we have a relationship we think is good, but it really isn’t. It’s true in friendships, marriages, and yes, even business relationships. There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot...
When it comes to Customer loyalty and retention, most organizations want to appeal to the rational side of their Customers. What I know from over a decade in the Customer Experience game, however, is that rationality has less to do with it than you think. Over 50% of...