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 …
