Have you found yourself in a place where your Feedback and NPS programs haven’t quite had the impact you hoped? Many businesses can embark on implementing an NPS strategy in order to create impact. However, they have left disappointed with the lack of change and lack of results. If you had a chance to rewind…
In the era of customer focus and fierce competition, a natural step for you will be to implement a customer experience (CX) management program—but it’s crucial that you set yourself up for success internally first. A robust CX program should start together with a robust internal change management plan. While you might be able to…
So, you and your company are ready to begin the journey of taking CX seriously – it’s a well overdue strategic move, you know how important it is to consider CX, and your company is in prime position to begin the change! So how do you do it? What steps are needed to be taken…
In today’s blog I will be looking specifically at business drivers and how you can use business driver data alongside customer experience and NPS data to areas where to focus your time and effort in order to make changes that will get you ahead of the game. If you haven’t already started your CX program,…
Often customer experience or advocacy initiatives are driven from the top down, and specific departments are made more accountable than others for driving and delivering results for this initiative. However, customer experience isn’t just a goal for the marketing, sales or customer service department. It should be an organisation wide goal that helps to drive…
I’ve recently come to the end of a very long drawn out relocation request with my home broadband provider; and as I sit here musing over the various instances of near boil-over levels of frustration that I endured during these past 2 months, I wonder to myself on the common dichotomy faced in business. Specifically…
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