Jason Aten wrote an article for Inc titled Lego Customers Lose Millions of Pieces a Year. The Company’s 4-Word Response Is the Best I’ve Ever Seen.Continue reading “Lego’s customer service”
Capitalizing on Emotional Transitions
MIT Sloan Management Review tweeted a graphic from an August 2019 article titled The Magic That Makes Customer Experience Stick by Stefan Thomke. Continue reading “Capitalizing on Emotional Transitions”
Maximize customer experience with the peak‑end rule
Business Insider published an excerpt from The Power of Bad: How the Negativity Effect Rules Us and How We Can Rule It by John Tierney and Roy F. Baumeister.
« Adele Gutman… is the mastermind behind the success of the Casablanca as well as the half‑dozen other boutique hotels of its parent company, the Library Hotel Collection. The hotels in New York, Toronto, and Prague all rank perennially in TripAdvisor’s top 10 for their cities, and the one in Budapest, the Aria, took TripAdvisor’s annual award in 2017 as the No. 1 hotel worldwide. » Continue reading “Maximize customer experience with the peak‑end rule”
The Myth Of the Grand Unified UX Metric
Jared M. Spool wrote an article titled The Myth Of the Grand Unified UX Metric. Continue reading “The Myth Of the Grand Unified UX Metric”
Improve customer service through simplicity
Alastair Thomson posted a piece on his blog Uncommon Sense from the World of Finance titled How sweary chefs, innuendo-fuelled bakers and exasperated hoteliers guarantee great customer service. Continue reading “Improve customer service through simplicity”
Impersonal Personalization is Creepy
Doug Garnett wrote a blog post titled The 24 Hour Fitness Personal Greeting Is Creepy. Continue reading “Impersonal Personalization is Creepy”
Net Promoter Score (NPS) discussion
A Twitter discussion on Net Promoter Score (NPS) with Bruce Clark, Paul Bailey, Andy Hooper, Everard Hunder, and others. My takeaway: The formula is flawed (as Jared Spool ably pointed out), so the calculated “score” is meaningless, but thoughtful trend analysis of underlying data as well as verbatim comments can provide insights. Some highlights: Continue reading “Net Promoter Score (NPS) discussion”
Is NPS the growth marketer’s secret weapon or snake oil?
Samuel Scott wrote an article for The Drum titled Is NPS truly ‘the growth marketer’s secret weapon’ or more ‘snake oil and fake science’? NPS stands for Net Promoter Score. Continue reading “Is NPS the growth marketer’s secret weapon or snake oil?”
Net Promoter Score Considered Harmful
Jared M. Spool wrote an article titled Net Promoter Score Considered Harmful.
Net Promoter Score (NPS) is calculated based on a one-question customer survey. “‘How likely are you to recommend [COMPANY] to a friend or colleague?’ On an eleven-point scale, with zero marked as Not At All Likely and 10 marked as Extremely Likely, respondents pick a number.” Continue reading “Net Promoter Score Considered Harmful”