Tag: Customer Feedback

Most CX initiatives follow the same flawed playbook: design once, roll out, then relax. That works for a brochure. It does not work for a customer experience. Ten years in industrial process control taught me what continuous improvement actually looks like, here's what to do instead, and why Transactional NPS belongs at the centre of it.

The internet is full of CX takes, most of which aren't worth reading. The trick is finding the people who add value and challenge your thinking, then honing your ideas against them. Here are ten Customer Experience influencers worth following, not because they all agree with me, but because they make me think.

The service recovery paradox, customers ending up more loyal after a problem than they would have been without one, is real, but not universal. It quietly fails for repeat failures, big failures and faults the customer thinks were avoidable. Here's when the paradox works, when it doesn't, and how to set up Transactional NPS to exploit it.

When MozLand's service melted down, the temptation was to spin, downplay or hide. They didn't. Their public apology is a textbook example of service recovery done in the open. Here are the six things they got right, and what to copy the next time something blows up on your watch.

Two companies, two service crises, two very different responses. Buffer's hack and Crazy Domains' outage are a real-world A/B test in how to do service recovery — one a masterclass, the other a cautionary tale. Here's exactly what each did, side by side, and what the difference cost them.

After 15 years implementing NPS across organisations of every size and shape, a small set of factors keep predicting whether the program will work. Here are the seven, split into Essential, Good-to-Have and the one nobody expects (external benchmarking is less important than you think), so you can fast-track the bits that matter and de-prioritise the rest.