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#Customer Experience
The customer experience, knowing how to interpret business data
“We don’t know our customers…well enough.” We first heard this phrase in 2012 from the then CEO of Schindler, one of our main customer companies. It was the spark that ignited our curiosity about the world of customer experience. It is a common mistake to assume that you know your customer…
Understanding customer experience by using telephone surveys
Why Phone surveys win over online in B2B Web surveys are everywhere and seem to the absolute winner in customer experience world, but this is true only in B2C, while they are kind of useless (my opinion) in B2B. A good question is: why do we survey in B2B? My answer: to understand the behavi…
If customer is king, is it possible to obtain business success without delivering great customer service?
If you believe that business success is CX success the answer is yes. It is a common opinion that companies which deliver poor service, failed good CX implementation, even if they’re achieving major business results repeatedly over time. Once again, the equation customer service=customer expe…
Do you believe in the Value Chain formula EX+CX=MR?
If you want to achieve business results start with EX. According to Forbes 89% of Executives believe that better EX leads to better CX. Richard Branson, CEO of Virgin, says “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients”…
Why do we measure customer experience? And should we measure it?
To assess the Customer Experience many use Customer Satisfaction surveys or the Net Promoter Score. Both measure an experience that took place in the past. One could say that using the NPS as a reference is a bit like driving while looking in the rear view mirror. The point is that the…
The citizen as a customer: from customer experience to citizen experience?
I On 13 December, Joe Biden signed the Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government. This is a strong signal that the American administration is giving to its citizens and, potentially, a powerful impulse for the development o…
Can Credit Management improve the Customer Experience?
The customer journey begins when potential customers become aware that a brand exist and start searching for a product or service, continues with its evaluation, buying experience, onboarding, user experience, customer service… and should end with money in the bank! Let’s face it, how many times…
Customer Service vs Customer Experience
Still lot of confusion around the net about Customer Service and Customer Experience, that are often used as if they were synonyms by many CX experts even if they are not. Let’s start with definitions: Customer Service is the assistance and advice provided to a customer who buy or use its produ…
Net Promoter System: from analysis to action in a multinational
All organised businesses interview their customers and all claim to be Customer Centric, but the real challenge is how to pass from data analysis to action capable of improving the Customer Experience (CX) of not one, but thousands of customers. This case study describes how a multinational operati…
Strawberries, emotions and artificial intelligence
Planasa is a leading international group of companies in the development of new varieties of berry, satisfying demand in various markets. The group has four R&D centres located in different geographical areas. With ownership of more than 1,500 hectares of land around the globe, chosen for so…
Another NPS Bad Practice spotted in Milan
I took this photo in a Milan electronics superstore. “You will receive an e-mail containing our satisfaction survey about your buying experience: if you are satisfied, remember that – for us – ACCEPTABLE is a score greater than 9”. Why do businesses do these things and what consequences do they bri…
