The Blog

Customer feedback programs eventually hit a wall that quality-systems people figured out decades ago in manufacturing, continuous improvement, reducing process variation, the discipline of acting on data. Most CX teams haven't learned the lessons. With transactional feedback giving you the volume and speed, here's how to plug quality systems into customer feedback and stop reinventing what Taylor and Deming already solved.

Simon Sinek built a TED talk on the power of "why". Toyota built quality systems on it. Toddlers run their entire education on it. Yet most NPS rollouts skip it entirely. Here's why "why" is the first question to ask before investing in Net Promoter, and the kinds of answers that should stop the program before it starts.

Customer surveys vary a lot; the mistakes inside them really don't. The same eleven question errors keep showing up across industries, mandatory questions, missing N/A options, asking what you already know, the 30th question. Here's the list, with how to identify each one and the fix that takes minutes, not weeks.

Six months into your NPS rollout, someone asks the question you've been dreading: how much should we expect the score to move? Here's the real-world data from companies that have been there, including how fast you can credibly promise.

Lifting NPS by 35 points in two years sounds like a slide-ware miracle. It wasn't. Here are the five unglamorous things AccessPay's CX manager did, starting with the changes inside his own span of control.

From the outside, customer feedback and market research look like the same thing, surveys, analysis, charts to the executive. They aren't. One is operational management, the other is strategic exploration. Mix them up and the feedback program quietly stops driving change. Here's the distinction, laid out plainly enough to argue with your research vendor.