From ME to WE – driving a team culture for better customer experience
Having worked in a few companies and having gone through mergers both large and small, I have experienced a variety
Anchalee Hasty
Using Business Driver Data to be more Proactive with CX
In today’s blog I will be looking specifically at business drivers and how you can use business driver data alongside
Leading the Change for Customer Experience
There are many different theories and methodologies around change management, and in this weeks’ post I won’t be going deeply
Four Steps to Driving Customer Experience in an Organisation
Often customer experience or advocacy initiatives are driven from the top down, and specific departments are made more accountable than
Net Promoter Score – Stop Obsessing Over the Score
For those new to Net Promoter Score (NPS), it can be easy to fall into the trap of obsessing over
Closed Loop Feedback Empowers the Frontline
What is closed loop feedback and how can it empower your frontline? Let’s see how Janet, a store manager at a
The Customer Experience Glossary – Part 1
Part 1 of 2, this post will list commonly used terms and words in the customer experience world to help
Driving Customer Advocacy with Co-creation
Most companies now understand the value of being customer centric and are focusing efforts on improving and developing programs designed
Our Delivery Methodology
Closed Loop Programs are transformation programs with technology playing an enabling role. We have several Net Promoter trained and accredited
