Nicolette Wuring

It takes a community (to make Customer Centricity work)

Summarizing the content of my previous 5 articles in this series on the value of CARE, “the unbeatable strategy of loving customers” (quote taken from the title of Fred Reichheld’s latest book published December ’21), creates a checklist that you can use as a...

What gets measured, gets done!

What gets measured, gets done! Constant measuring, controlling people in old ways (the ‘industrial paradigm’), keeping an eye on the quantitative KPIs, that’s what will get done; efficiency without a heart, a business at risk to be outrun by competitors who add meaning. No...

What is your WHY?

As you could read in the previous articles in this cycle, customer advocacy requires questioning the way business is done at different levels. What department is being referred to with the term ‘customer care’? What is the main goal of the front line of...

Pay customers to be an advocate?

Customer advocacy cannot be enforced. You can only hope to generate it. You cannot pay a customer a premium to become an advocate. Generating customer advocacy is first and foremost a learning process, a journey from ‘A’ to ‘somewhere’. Image source: author Two strategies for…

Care makes our actions Human

Google shows a whopping 4 billion hits on the word care, 127 million hits on the search term customer advocacy and no less than 1.5 billion on NPS. Given the decline of the value of traditional marketing and the power of consumers, companies recognize...

Time to Recalibrate Care

Image Source: Author “Love is the state of caring so much for a person that most of your own happiness derives from increasing that person’s happiness and well-being.” Fred Reichheld, the father of the Net Promoter Score (NPS) released his latest book in December 2021,…

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