Different Types Of NPS – Why And When To Use Them
All of us have, at some point, received a text or email survey from our favorite service provider asking “How likely are you to …
Net Promoter Score
CX and the New Normal (Part 3) : Understand Opportunities from New Customer Personas,
As the dust settles on the COVID-19 shock and recovery is in sight, the ‘New Normal’ is now the reality, …
3 Key Focus Points to Increase NPS post-COVID-19
Emerging from the COVID-19 lockdown period will see customers looking to build new consumption habits and reviewing their existing business loyalties. Promoters …
3 Key Steps Before You Start An NPS Program.
Have you found yourself in a place where your Feedback and NPS programs haven’t quite had the impact you hoped? …
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 …
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 – …
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 …
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 …
Net Promoter Score® (NPS) Survey Design based on Co-creating with Customers
Net Promoter Score (NPS) based programs are established in many organisations. Most of them are using the standardised question “How likely …
