Marketing, customer satisfaction and loyalty
Satisfied customers will follow you everywhere
Algorithms: when dissatisfaction leads to rage
Sep19

Algorithms: when dissatisfaction leads to rage

Algorithms have invaded our lives. Despite this, they sometimes provoke negative reactions from users. An article published in September 2022 offers a very interesting analysis framework for those interested in this phenomenon. In this article, I analyze the 4 reasons that explain the negative reactions against algorithms and illustrate them with many examples. If you only have 30 seconds algorithms sometimes generate violent reactions of rage from users There are 4 reasons why user frustration turns...

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NPS soon to be abandoned by 75% of businesses?
Jun04

NPS soon to be abandoned by 75% of businesses?

For customer satisfaction specialists, this title is very enticing. The Net Promoter Score (or NPS), the star metric of customer satisfaction, will be abandoned by 75% of businesses by 2025. This prophecy is, in fact, the result of research put forward by Gartner. Problem: I don’t believe it at all, and I think it’s neither realistic nor very objective. crédits : Shutterstock Most large companies use the NPS First of all, let’s remember that the Net Promoter Score (NPS) is...

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