President of McorpCX and CX influencer, driving creative business strategies to radically improve how companies connect with their customers
What Businesses Can Do Today To Adapt In A Changing Customer Environment Read More »
CX is critical to every business, but before the benefits of a successful CX strategy can be felt, business leaders must be capable of quantifying and measuring CX.
7 steps to navigate the changing CX landscape Read More »
Asking customers questions or asking them to score the company is used every day across all industries, providing additional information needed to assess the customer’s current state. But these methods are not enough to paint a complete picture.
Why CSAT and NPS Are Not Enough Read More »
Entenda na prática como dimensionar o seu volume de respostas e budget para pesquisas, considerando o tamanho da sua base de dados, taxa de respostas, jornadas e número de unidades.
Estudo de erro amostral aplicado ao NPS Read More »
Recentemente fui questionado por uma gestora de um grande hospital sobre o porquê o cálculo de NPS não considera os neutros, e o que fazer com eles afinal? A dúvida levantou vários questionamentos e debates internos em nosso time, e decidi ir a fundo e pesquisar conteúdos, artigos, e entrevistar profissionais e clientes sobre qual a tratativa ideal com relação aos pacientes ou clientes neutros.
O impacto dos clientes e pacientes neutros no NPS Read More »
During the pandemic, devastated customers reached out to customer service organizations to seek advice or support. In doing so, customer service became the lifeline for these customers.
Customer Service Technologies Are Variably Effective: Know Your Options Read More »
Na busca por entender os hábitos e preferências do consumidor as empresas utilizam ferramentas variadas, que oferecem pistas para ajudar na definição de estratégias para melhoria no relacionamento com o cliente. Uma das mais conhecidas é a Escala Likert.
Every company believes it is customer-centric. However, most of them are product- and service-centric first, focusing on how to enhance their offerings rather than putting themselves in their customers’ shoes. To come up with truly innovative customer-centric ideas, companies must 1) Understand the problem the customer is trying to solve; 2) Identify and eliminate pain points; and 3) Look beyond their products.
Are You Really Innovating Around Your Customers’ Needs? Read More »
Winning companies aren’t led by customers. They target the customers they want, they then do as much as they can to satisfy those customers’ needs, and they don’t let themselves get distracted.
The Secret to Becoming a Market Leader Read More »
The JTBD approach offers a unique lens for viewing the people you serve. Instead of looking at the demographic and psychographic factors of consumption, JTBD focuses on what people seek to achieve in a given circumstance.
What is Jobs To Be Done? Read More »
