Archive for 'Case Examples' Category

Net Promoter in B2B is Lying to You

By Steve Bernstein - Last updated: Thursday, July 24, 2014

What? How could NPS be “lying” to us? While Net Promoter Scores (NPS) are widely used, the initial research behind it came from consumer-focused (B2C) companies. For B2B companies there are specific considerations that should be taken into account to take the right actions that will accelerate profitable growth. If you’re not careful and consider the […]

Surveys Without Action Do More Harm Than Good

By Steve Bernstein - Last updated: Friday, January 10, 2014

Or, with all respect to Dr. Strangelove, How I Learned To Stop Listening To The Voice Of The Customer And Embrace Change   It seems a bit odd from the above sub-title that someone with as much passion for “Customer Experience” and the voice-of-the-customer as I have would then imply that it’s good to stop […]

Oh, The Places You’ll Go! Trailblazing in a Customer-Centric Organization

By Sabrina Bozek - Last updated: Thursday, October 17, 2013

We had the recent pleasure of listening to Jen Maldonado during a webinar discussing Cornerstone OnDemand’s (CSOD) best practices for Voice of Customer initiatives.  We could tell there was more to the story than time would permit, so we decided to follow up. What we found was a company unafraid to take risks by engaging with customers […]

Key to Voice-of-Customer program success

By Steve Bernstein - Last updated: Tuesday, September 25, 2012

MindTouch provides software and services to help enterprises deliver exceptional “help” experiences.  We recently sat down with Corey Ganser, the Customer Experience leader for MindTouch, to discuss MindTouch’s customer experience program and how it benefits them. Q: What prompted you to start a Customer Experience program? When I initially started with MindTouch I was leading […]

3 Secrets to USAA’s Success

By Steve Bernstein - Last updated: Friday, June 29, 2012

Neff Hudson, AVP Emerging Channels at USAA shared some of their secrets to success in their customer (“member”) experience strategy at last week’s CXPA event.    “Doing the right thing because it’s the right thing to do” is a core part of USAA’s strategy.  Therefore, conversations generally don’t start with internal measures or processes:  decision making […]

Go Beyond the Basics to Create Promoters

By Steve Bernstein - Last updated: Wednesday, June 20, 2012

Signature Health Care’s VP Customer Experience, Andrew Smith, and Strategy talked about the challenges of operating in the nursing home market.  Signature Health care found they had “satisfied” customers but no promoters, largely because expectations were so low.  Recognizing that people want quality care and compassion, Signature set out to transform their culture. Similar to […]

Differentiate and Grow through Customer Experience

By Steve Bernstein - Last updated: Wednesday, June 20, 2012

Day 2 of the CXPA Insight Exchange was opened by Ray Davis, President and CEO UMPQUA Bank.  Ray seems to be no ordinary CEO, and UMPQUA is no ordinary bank. UMPQUA’s biggest challenges were to differentiate, determine work out how to get people in to stores – one of the best opportunities to engage customers […]

Google Never Forgets

By Steve Bernstein - Last updated: Tuesday, June 19, 2012

“No one can grow the business the way customers can.”  Here at the CXPA Member’s Exchange in San Diego Simon Lowe, Director Field Operations, 1-800-Got-Junk?, shared their real-world results that back up this statement.  1-800-Got-Junk? realized that satisfied customers will not grow the business – growth comes from loyal “promoters.” While the company was growing […]

Autodesk’s story behind the story

By Steve Bernstein - Last updated: Friday, May 4, 2012

An article about our friends at Autodesk, “Autodesk Channels Customer Satisfaction” only scratches the surface. We all know that when rolled-out improperly, “tying customer satisfaction scores to partner compensation” (as the article states) leads to gaming, poor customer experiences, and reduced customer loyalty.  Just think about any recent automobile transaction where the rep tries to […]

Feedback Drives Prioritization in the Real World

By Steve Bernstein - Last updated: Friday, January 21, 2011

One of our clients has posted a bit about the excellent work they are doing with customer feedback.  Although they are using Net Promoter, I believe the most important aspect is that they used the right processes to help prioritize the right initiatives. They included a preliminary subset of the analysis, and more important is the discussion […]