Tag: Customer Feedback

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.

Voice-of-the-Customer practitioners complain that management doesn't fund VoC — then list "collect more data" as their top priority and rank "make changes to the business" dead last. That's why management doesn't fund it. Here's how to demonstrate the ROI of a customer feedback program the way marketers demonstrate the ROI of campaigns, and stop perpetuating the data-collection-only myth.

Transactional NPS is a powerful tool — but only if you know which transactions to instrument. Most teams pick the ones that are easy to capture, not the ones that move loyalty. That's why the customer journey map has to come first. Here's how to merge journey mapping and transactional feedback so you measure the moments of truth, not just the moments that happen to be in your CRM.

Comparing two survey averages and calling them different (or the same) is the most common mistake in customer feedback reporting — and it leads to killing things that are working and persisting with things that aren't. Here's how to run Student's t-Test in Excel to know whether the change is real, with a step-by-step worked example.

Six things have to be true at the start of a Net Promoter rollout, or you'll end up adding a question to a survey and calling it done. Senior buy-in, treating NPS as a business process not a KPI, explicit business linkage, target timing, cross-functional expertise and budget. Here's what each one looks like in practice — and what fails when one is missing.

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.