Postcard

A Spooky Tale of Two Cities … no, really just a tale of how important service recovery is

#NailtheCXBasics. We’ve been covering a lot of the basics this year — because we believe that they are key to any strong Customer Experience program. We’ve talked about language, design, strategy and metrics.  We’ve also talked a ton about culture over here at Chief Customer. As a matter of fact, we were talking about the …

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2003 Feature Image

NPS? Or no?

There has been so much talk over the last several weeks about the Wall Street Journal’s article on NPS (warning, it’s behind a paywall) and whether or not it is a valid metric that I almost didn’t write this blog. But then last week, I was at a conference with Richard Owen (one of the …

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