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 …
