Stephen Hewett

Helping organisations to understand their customer’s & people’s Needs ,Speaker/Author: Customer Centric You, Customers Are The Agenda, People Centricity

[Stephen Hewett @srhewett]

Side project, outside my day job: NPS tells you what. NetCNS tells you why.

I'm testing a £89/month plan for SMEs: a customer-needs survey, a monthly NetCNS score and a "fix this next" plan. Waitlist, no payment today.

https://t.co/onBW86OcHP

[Stephen Hewett @srhewett]

Alongside Clearcast, one CNS lesson: you can understand what customers need from as few as 300 statements, depending on context. Count statements, not customers, and listen to what people say, not just what they score. How much feedback does your organisation collect?

[Stephen Hewett @srhewett]

Outside my Clearcast role: a credit client's team couldn't agree what to build. We asked their B2B clients for needs and wants. Needs were easy to hear; wants had to be read from symptoms (Ford's "faster horse"). Result: a roadmap built on evidence. Whose view wins in your team?

[Stephen Hewett @srhewett]

@rishabhnasa Fair question, thanks for asking! NPS is Net Promoter Score, a popular measure of how customers feel. CNS (Customer Needs Solution) is my framework for understanding what customers need. NetCNS measures how well those needs are being met, to find the why.

[Stephen Hewett @srhewett]

Outside my day job at Clearcast, I build CNS in my own time.

Your NPS moved. Why?

NetCNS is to operations what NPS is to marketing.

Customer Needs Solution. Know the why.

What does your board ask first?

[Stephen Hewett @srhewett]

Outside my Clearcast day job:

One question for leaders: how are we meeting our customers' needs today — this week, this month?

CNS gives you a framework for customer strategy and a high-resolution, real-time picture of delivery — so you're not flying on last quarter's lag.

[Stephen Hewett @srhewett]

Too many organisations measure how customers feel without understanding what they need, and I think there's a better way.

So if you see CNS posts from me, that's the passion project. Clearcast is the day job.

Happy to chat with anyone who wants to know more about either.

[Stephen Hewett @srhewett]

A quick note on what I do, because a few people have asked.

I'm full time as Director of Growth & Innovation at Clearcast, and that's my day job and my main focus.

[Stephen Hewett @srhewett]

CNS is a side project I develop in my own time, with Clearcast's knowledge and support and is fully separate from my work there. I keep sharing it because I care about it.

[Stephen Hewett @srhewett]

When the Board asks why the score moved, you should already know the answer.

That's NetCNS: an operational measure of how customer needs are being met, weighted by emotional impact — and a signpost to the root cause.

NetCNS is to operations what NPS is to marketing.

[Stephen Hewett @srhewett]

Needs are what customers expect you to get right every time. Wants are where you win their loyalty. Mix them up and you'll fund the wrong projects. #CX #CustomerStrategy

[Stephen Hewett @srhewett]

When your NPS drops, what do you fix? NPS tells you how customers feel, not why. NetCNS measures how well you meet specific customer needs, so a falling score points straight at the cause. #CX #NPS

[Jeremy Clarkson @JeremyClarkson]

Literally. Just literally.

[Stephen Hewett @srhewett]

You can help raise money for Wight Aviation Museum by donating online #JustGiving https://t.co/l8CzdBUCGq

[James Timpson @JamesTCobbler]

We’ve added a line to every colleagues job description. “Try every day to carry out a random act of kindness for a customer, a colleague or a member of the public…even one who doesn’t even come in to our shops.” Being kind is the best way to do business.

[Stephen Hewett @srhewett]

So grateful to Ian for suggesting we had this discussion. I hope people find it interesting. As Ian said, please don’t hesitate to reach out to Ian or I if you would like to discuss further. https://t.co/kpnwwGUN94

[Stephen Hewett @srhewett]

Pete Cameron is #hiring. Know anyone who might be interested? https://t.co/IPnL4lHbLw

[Stephen Hewett @srhewett]

Spot on Martin. Delivering Need are a must! Meeting Wants keep an organisation at the front of a customers mind. The key is to have a common definition and understanding of Needs & Wants. https://t.co/M5A17jQ8UC