BMorrison’s stories

In recent years, organizations large and small have made the customer experience journey a strategic priority. Why? I think McKinsey said it best: “Many businesses are coming to understand that, increasingly, how an organization delivers for its customers is as important as what product or service it provides.” I added the emphasis on how because […]

I’ve written before that our customers are at the center of all we do, and that we can succeed only when our customers succeed. And so, we must truly listen to what our customers have to say and remain engaged and committed to the feedback loop. But what happens when we take it a step […]

For nearly 20 years, Net Promoter Score (NPS®) has been the hallmark of measuring the customer experience journey. Why? Because cultivating a sustainable business means you must cultivate loyal customers. With NPS, we gain a core measurement of customer loyalty and our customers’ likelihood of recommending us to others. It’s a valuable and convenient measurement, […]

Search “employee recognition” and Google serves you a trove of great think pieces that tell us something we should instinctively know – recognizing employees for a job well done matters. Recognizing our employees positively affects their happiness and morale and therefore their loyalty, performance, and productivity. It also improves the relationships between employees and managers. […]