How to Select the Best VoC Platform for Your Company
What is the main differentiator between businesses that succeed and those that don’t ? Successful businesses and organisations listen to
Customer Advocacy
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
Why Omnichannel is a Must for Retail
The imminent arrival of Amazon has seen the Australian retail landscape shape up for a major disruption. This, in addition
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
Guest Whitepaper: Is this the End of Targeted Customer Marketing?
This article originally appeared on www.ellipsisandco.com, click here to view the original article. There has been a bit of a revolution
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
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
How To Design A Killer NPS Program For Retailers
Clients often ask me about designing an NPS program for a retail environment. Based on my experience, considering the emotional
