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,
NPS Programs
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
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
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
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
Ignoring Customer Experience in Retail is Not an Option
Australian retailers are facing challenging times. They operate in a highly competitive market place and they are serving consumers that
Why Closing the Loop is Essential for Driving Customer Advocacy
Many organisations survey their customers asking for feedback on products and services in hopes of closing the loop. Usually this
