The Blog

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.

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.

Sooner or later every CX program has to justify a feature, process change or investment — and the only honest way to do it is calculate the customer lifetime value and weigh it against the cost. Here's a working definition of CLV, the formula, the assumptions that wreck it in practice, and how to handle cost uncertainty and future-purchase uncertainty without inventing numbers.

T-Mobile turned around its customer experience and lifted its NPS to the top of a brutal industry — but the playbook isn't telecom-specific. Here's how T-Mobile used NPS to underpin its growth, the customer-first philosophy that made it stick, and the practical lessons any business can copy.

Most VoC programs start by sending out a survey and end exactly there — survey, charts, no change. That works in the short term and fails long term. Here's the five-step launch that builds VoC as a process rather than a survey project: executive sponsorship, journey mapping, close-the-loop design, quick wins, and the bigger bets to follow.

Weighing a pig doesn't make it fatter. Measuring NPS doesn't lift NPS — you have to do something with the data. After 20 years working with companies on NPS and business improvement, here are the seven steps the organisations who actually improve their score follow consistently, starting with listening to the right customers at the right time.