Introduction to the Net Promoter Score (NPS)

The Net Promoter Score (NPS) is a widely used metric helping organizations measure general customer loyalty. During the process the organization asks current customers one simple question: On a scale from 0 to Continue reading →

This month, experience5 is turning ten years old. As the birthday cake just came out of the oven and is cooling down waiting for the frosting to be added I thought about what made the past ten years so special. Continue reading →

Launch Pad to Improvements in Customer and Employee Centricity

Organizations are much like living organisms. Calls are coming in, sales orders are going out, meetings are held, ads produced, strategic decisions made – its hustling and bustling with activities of Continue reading →

We have on several occasions talked about our partner organization, Customer Institute. If this your first time learning about it, Customer Institute is a global, international, independent, and non-for-profit organization committed to excellence in customer centricity. Our board consists of Continue reading →

On the Topic of Life Balance

The first step toward improving bad work-life balance is dropping the term!

In my research, one complaint employees consistently made was the lack of a good “work-life balance.” This complaint is right up there Continue reading →

You will have to teach your executives how to best support customer centricity initiatives

As the Head of Customer Experience with any number of years of experience in the field, you know the importance of customer centricity. You constantly develop Continue reading →

Stressing-out elderly customers in the most efficient way

When striving for customer experience improvements, any place is a good start … as long as you don’t get stuck in that place. Here is a story to illustrate my statement.

A Continue reading →

Now you can – and it will surprise you what you see!

Introducing the Employee Experience Assessment

High error rates, toxic processes, slow innovation, fast staff turn-over, trouble filling open positions – the symptoms are plentiful, the reason often one Continue reading →

Are Customer Experience and Customer Centricity the Same?

Some people argue that terminology is not all that important. As long as you’re doing your work right, you might as well call things whatever you like. And while I am all Continue reading →