Jean Belanger

How AI can measure and lift your KPIs for customer success

We all want customer success. More sales. Better financial results. Happy customers buying our products at good margins. No, make that great margins. We would all like customers like Apple has. Customers that are highly engaged by the most important measure of engagement there...

Are We There Yet? How AI Transforms Customer Journeys into Real Results

In the realm of customer experience (CX) one of the hottest tools of the trade is the “customer journey.” In its most basic form, a customer journey is a record of all the various interactions an end-user has with a vendor, and encompasses both...

Moving beyond the Net Promoter Score

I read Khadeeja Safdar and Inti Pacheco’s recent story for The Wall Street Journal with great interest. “The Dubious Management Fad Sweeping Corporate America” highlighted the shortcomings of the Net Promoter Score, or NPS, as a measure of customer satisfaction for businesses. There is...

Getting organizational buy-in for CX

We live in the 'age of the customer'. A time when your customers use whatever channel that suits them to interact with your brand. They are spending more and have access to more information about your brand and products, than ever before. The flip...

Are Your Customers Coming Back for More?

“Would you recommend us to a friend?” The familiar Net Promoter Score (NPS). Most people are now very familiar with NPS, especially in the context of automotive sales. If you are not, NPS is where a customer’s willingness to recommend a vendor or...

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