Helping organisations to understand their customer’s & people’s Needs ,Speaker/Author: Customer Centric You, Customers Are The Agenda, People Centricity
Isle of Wight
Joined February 2011
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Forrester: define the CX objective first, then choose the metric. NPS becomes a liability when it stands in for a strategy. Needs first, then the score. More in my book, Your NPS Moved. Why?
#CX
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A score tells you the time once. CX needs a clock that keeps running.
CNS asks: how well are we meeting customer needs day by day, week by week, month by month?
Take the free scorecard: customerneedssolution dot com/scorecard #CX
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Genesys 2026 State of Customer Experience report (via The Manila Times): 42% of consumers stopped buying from a brand after a poor experience; 43% spent less. Service failure is lost revenue. Boards need to know which unmet need caused it.
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Your NPS moved. Here's how to find out why. As Okoone notes, a higher score can just mean different people answered. Check it against renewals and unresolved cases, then ask which customer need moved. More in my book, Your NPS Moved. Why?
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Everyone's measuring. Few know why the number moved.
Gartner: just 4% of customer service orgs hit expected AI ROI. The gap is not tools. It is proving needs were met.
Link on LinkedIn #CX
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Away from Clearcast, CNS is my own project. CX this week:1. Gartner: only 4% hit expected AI ROI2. EY: top firms put CX first for AI3. Deloitte: personal AI agents are calling brands
Which measure still assumes every contact is human?customerneedssolution dot com/scorecard
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NPS tells you how the relationship feels. NetCNS tells you which needs are driving it. That's why I call NetCNS "to operations what NPS is to marketing". Use both. New LinkedIn article today.
customerneedssolution dot com/scorecard
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I've never met a CEO who wanted "better CX" for its own sake. They want profit, resilience, a better life for their people and a more ethical business. Every one runs through customer needs. Which matters most to your board right now?
customerneedssolution dot com/scorecard
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Heading to CX Vision 2035 today with one thought: when someone asks an AI tool "who can help me with this?", the answer is a referral.
It goes to whoever clearly knows what customers need, not whoever guessed the best keywords.
New article, link in my bio and on LinkedIn #CX
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Next Thursday I'm at #CXVision2035 at Wembley with my Clearcast colleagues Mark Hynes and Ollie Buck, exploring what it really means to put customers' needs at the centre of everything we do. Come and say hello! #CX #Clearcast
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Your score tells you something changed. The need tells you what. The driver tells you why. In one data set I coded (nearly 10,000 driver codes), the top two were empathy and efficiency, not price. Could you name the driver behind your last score move?
customerneedssolution dot com/scorecard
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Who owns your renewal? If the answer is unclear, so is your CX. 5 firms named CCOs in Oct; renewals landed with the CRO at Ivanti, the CCO at Horizon3, unstated at Darktrace and Noma (Kihon Labs). Own the renewal, own the needs. customerneedssolution dot com/scorecard
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CNS is my own project, separate from my Clearcast day job. CX reads this week:
1. 63% can tell fast if a brand's AI knows its stuff
2. Deflection can be a "false win"
3. ICS: be open about AI governance
Which measure shows a need was met?
customerneedssolution dot com/scorecard
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Alongside Clearcast: recirculating 2023 data — no correlation between NPS and churn risk across 265k recurring-revenue companies. NPS isn’t loyalty. Meeting needs is.
Your NPS Moved. Why? Paperback ASIN B0HPF1FNP5 · customerneedssolution dot com/book
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#Ad For CX surveys that dig into what customers need (not just a score), SurveyMonkey is worth a look → get dot surveymonkey dot com/66we8yquv9mr (affiliate)
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Alongside Clearcast: 96% of CX leaders think AI→human handovers keep context. 83% of customers still repeat themselves. Company CX ≠ customer CX. Fix the need, not just the channel.
Your NPS Moved. Why? Paperback ASIN B0HPF1FNP5 · customerneedssolution dot com/book
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CX budget: fix basic needs cheaper first, then innovate on wants. Where's your effort going this year?
Book launch list — first 5 free ebook: customerneedssolution dot com/book
customerneedssolution dot com/subscribe
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#Ad For CX surveys that dig into what customers need (not just a score), SurveySparrow is worth a look → join dot surveysparrow dot com/a3o4bm0eucg7 (affiliate)
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Alongside Clearcast, one CX board stat that stuck this week: only 4.5% of B2B NPS programmes measure financial impact; 74% can’t state any revenue link. The score isn’t the strategy — meeting needs is.
Your NPS Moved. Why? Paperback ASIN B0HPF1FNP5 · customerneedssolution dot com/book
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