Stories

A Framework for Customer Experience Improvement Programs

  • Posted by Darren McLennan
  • On August 28, 2018
Most organizations are well aware that they need to improve their customer experience either to drive revenue or to achieve customer satisfaction improvement as an end in itself. If you are reading this, you are probably also sold on the need to think cross-functionally and in terms of customer journeys or how customers go about […]
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Why customer experience is more important than customer service

  • Posted by Darren McLennan
  • On January 22, 2018
The terms customer service and customer experience (CX) are often used interchangeably. However, they don’t really mean the same thing. More importantly, though, having a clear difference between the two understood is helpful in clarifying what initiatives are supposed to accomplish and how wide their scope. The short version: Service is reactive. It is what […]
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Why consider using Net Promoter Score (NPS)?

  • Posted by Darren McLennan
  • On May 3, 2017
HINT: It’s not because it’s a technically superior measure of customer satisfaction, customer loyalty or referrals. Net Promoter Score (NPS)* continues to be adopted by private sector organizations as their key customer experience metric. Even though many academics have determined that NPS is not quite the “One Number You Need to Grow” as it was […]
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A Better Way to Think About Bundles

  • Posted by Darren McLennan
  • On March 3, 2017
Most organizations think of bundling as a discounting strategy to drive incremental volume. It is that.  However, a better way to think of bundles is in terms of capturing additional customer willingness to pay through combining highly valued “core” products with lower valued products that often have higher margins. The second (lower-valued) product may in […]
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End Pricing Roulette: Six Steps to Better Pricing

  • Posted by Darren McLennan
  • On October 10, 2016
Pricing decisions are very difficult when customer response is uncertain. But what is the right way to determine prices for smaller companies and government agencies that can’t spend huge dollars on customer research? From our experience people tend to rush to the final question: Is this widget 10 cents or 12 cents? Here’s a better approach that […]
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