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
CX Metrics
Measuring Customer Experience Impacts Revenue Growth………..…Right??
Nowadays most companies are measuring CX, however most companies are not necessarily impacting revenue based on CX… “Despite the priority … Read more
UX in a CX Context: “Seeing the Wood for the Trees”
The difference between CX & UX Whilst User Experience (UX) and Customer Experience (CX) are very similar concepts, the … Read more
When Personal Best is Not Enough! The Missing Competitive Link in NPS.
“Every day in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it … Read more
Customer Journey Maps – From Sticky Notes to Sticky Customers!
As the world of CX matures, so does our use of tools and data. The humble Customer Journey Map – … Read more
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 … Read more
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 … Read more
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 … Read more
The Limitations of Frontline Focused Feedback Programs
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) Survey Design based on Co-creating with Customers
Net Promoter Score (NPS) based programs are well established in many organisations and most are using the standardised question “How likely … Read more
