New
CNS Social Media Agent
A social media agent that drafts and schedules posts for your business. You approve each post, or ask for changes, in your CNS portal.
£99 a month, all in. First month only £69.
On its own or alongside the CNS core subscription. It’s a separate subscription, so you can cancel it on its own.
Next step
The next step for CNS Social Media Agent customers
Take the free scorecard Free · six Needs Groups · about two minutes
Buy the paperback Buy the Kindle
Customer Needs Solution (CNS) · for small and medium businesses
Find out which customer needs you’re missing, and what to fix first.
See which customer needs you might be missing — then decide whether to listen properly.
Free scorecard from Customer Needs Solution, run by Stephen Hewett. Open to anyone, no closing date, no limit on entries. Terms
Free scorecard from Customer Needs Solution, run by Stephen Hewett. Open to anyone, no closing date, no limit on entries. Terms
The question CNS is built around
“How are we meeting our customers' needs on a day-by-day, week-by-week and month-by-month basis?”
CNS provides a framework for directing customer strategy and a high resolution, real-time picture of how well you are delivering on your customer needs & wants.
NetCNS is to operations what NPS is to marketing.
But it's more than just a metric. By looking at your business through the lens of customer needs, you will clearly understand what you must do to at a strategic and tactical level to consistently deliver excellence where it matters to customers.
Paperback and Kindle
Your NPS Moved. Why?
Find the needs behind the score. Paperback and Kindle on Amazon.
Buy the paperback Buy the Kindle
In the UK? Buy the UK paperback.
If you already claimed one of the five free ebooks on the launch list, that still stands.
What CNS makes possible
Deliver Basic Needs better, faster, cheaper
Developing genuine Innovation around Wants that deliver improved margin and/or new revenue streams
De-risk disruption from competitors
How CNS works: Listen, Act, Learn
Listen
“Define and measure the needs and wants of people (customers, staff, suppliers etc.)”
Act
“Better meet those needs and wants”
Learn
“Learn how you can adapt to changing needs and wants”
The six Needs Groups
- Effort
- Engagement
- Value
- Pace
- Knowledge
- Environment
See how each Needs Group is defined
Not sure where you stand? Score your business against the six Needs Groups in about two minutes.
Who is behind CNS
Stephen Hewett, creator of NetCNS.
- CCXP (Certified Customer Experience Professional) and Fellow of the Institute of Consulting.
- Author of four books: “Your NPS Moved. Why?” (paperback on Amazon UK), “The Customer-Centric You”, “Customers Are The Agenda” and “People Centricity”.
- ICG Global Thought Leader & Partner.
CNS in practice: a B2B consumer credit business
“The benefits for the B2B consumer credit clients were clearer communication and clarity about what needs were not being met, evidence-based feedback from clients about what improvements / wants would be most appreciated…”
“Stephen is one of the rare people who can focus into the heart of an issue, whilst others are playing around the edges.”
Prefer to get CNS updates by email?
Leave your email and I’ll keep you posted about CNS. The free door-opener is still the scorecard.
Explore the framework
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What is CNS
What CNS is, how it works (Listen, Act, Learn), the hierarchy of needs, and the difference between needs and wants.
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The six Needs Groups
Effort, Engagement, Value, Pace, Knowledge and Environment: the needs that keep emerging from what customers say.
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NetCNS vs NPS
Why NPS alone tells you a number but not why, and how NetCNS scores which needs you are meeting.
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How implementation works
Five phases from Scope to Monitor & embed, each with an exit test; roles; and why the board has to lead.
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Digital Maturity Model
How digitally mature your organisation is, seen through the lens of customer needs, and how digital readiness differs from AI readiness.
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About Stephen
Stephen Hewett, creator of NetCNS: background and credentials.