The Loyalty Edge for Financial Planners
Measuring & managing client loyalty for growth I have been talking to a lot of financial planners about their businesses
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Follow the Shopper, Follow the Money
The Evolution of CX in Retail The integration of contextual data has long been understood to drive value in NPS
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#CxBites: 3 Must-haves That Will Set You Up For An NPS Win.
Ever felt like your NPS Programs might not be hitting the mark? In #CXBites, we discover 3 must-haves that will
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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 –
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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
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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
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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
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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
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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
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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
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