Top 3 Reasons why most NPS programs miss the mark in delivering business outcomes
The NPS program lacks insight into what exactly drives customer experiences The NPS program lacks the tools to turn data … Read more
The NPS program lacks insight into what exactly drives customer experiences The NPS program lacks the tools to turn data … Read more
Nowadays most companies are measuring CX, however most companies are not necessarily impacting revenue based on CX… “Despite the priority … Read more
The difference between CX & UX Whilst User Experience (UX) and Customer Experience (CX) are very similar concepts, the … Read more
“Every day in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it … Read more
As the world of CX matures, so does our use of tools and data. The humble Customer Journey Map – … Read more
In today’s blog I will be looking specifically at business drivers and how you can use business driver data alongside … Read more
For those new to Net Promoter Score (NPS), it can be easy to fall into the trap of obsessing over … Read more
What is closed loop feedback and how can it empower your frontline? Let’s see how Janet, a store manager at a … Read more
I’ve recently come to the end of a very long drawn out relocation request with my home broadband provider; and … Read more
Net Promoter Score (NPS) based programs are well established in many organisations and most are using the standardised question “How likely … Read more