Articles filed underCustomer satisfaction
3 key principles to follow for your good customer satisfaction surveys
By Pierre-Nicolas Schwab •
I hear companies claiming they have x% or y% of customer satisfaction, proudly claiming Net Promoter Score (NPS) of so much and that many returning customers. While these figures seem great at first sight, this doesn't tell us much. Read…
How Big Data will influence the future of advertising
"What is the impact of Big Data on online advertising" is the question I was asked to answer on the occasion of an EGTA (European Group of Television Advertising) workshop that took place on 29 and 30 June 2017 in…
How to use single-sign-on in retail to improve customer experience
I recently gave a speech on identity management and GDPR at the Gigya Identified 2017 conference in London. There I had the opportunity to listen to another Julien Marlot who is the head of digital activities at Unibail. Unibail-Rodamco is…
Moncler and DKV don’t care about customer complaints
By Pierre-Nicolas Schwab •
Who said big companies are customer-centric and focused on customer satisfaction ? Besides firms which tweak their satisfaction surveys to obtain better results (see the example of Belfius), others simply seem to ignore the basic principles that ensure satisfied customers.…
Customer loyalty : 3 sets of KPI’s that should become your priorities
By Pierre-Nicolas Schwab •
My good friend Christian Barbaray published an article (in French) where he listed the KPI's that firms most commonly monitor. He split them in 3 categories ("global", "asquisition", "loyalty") and concluded that firms on average monitor 11 KPI's. What I…
4 hints to avoid your customer satisfaction survey from failing
By Pierre-Nicolas Schwab •
In our latest article we discuss the Goodhart's law and what it meant for customer satisfaction measurement. In short, if satisfaction scores become a company's objectives, the likelihood is high that results will be biased. Contact us for your B2B…
How the Goodhart’s law makes customer satisfaction surveys fail
By Pierre-Nicolas Schwab •
“When a measure becomes a target, it ceases to be a good measure.”. This is the Goodhart's law and it explains in my opinion why why an awful lot customer satisfaction measures fail. Let me take two concrete examples that…
