Is customer experience really driving your business?

Is customer experience really driving your business?

Published in Barriers and delights

Tuesday, 15 August 2017 16:51

Are the results of your customer experience measurement fully embedded in your business and used to inform strategy and drive customer-centric business activities? 

Read more...


Are you really measuring the right things?

Are you really measuring the right things?

Published in Barriers and delights

Tuesday, 18 July 2017 12:49

Many businesses fall into the trap of measuring absolutely everything. After all, if you have lots of numbers you are bound to find something of significance. Really?

Read more...


Are your research efforts hurting the customer experience?

Are your research efforts hurting the customer experience?

Published in Barriers and delights

Wednesday, 10 May 2017 14:03

Creating a positive customer experience is now the focus for many businesses. But how many realise that the act of measuring customer experience is also part of that experience?

Read more...


Would you recommend NPS to a friend, relative or colleague?

Would you recommend NPS to a friend, relative or colleague?

Published in I am not a number

Tuesday, 14 February 2017 17:14

If you were to recommend NPS to a friend, relative or colleague, what would your answer be? We were recently asked this question ourselves and answered a 7 or 8 out of 10. Here is why.

Read more...


Creating loyal customers in FOUR easy steps

Creating loyal customers in FOUR easy steps

Published in Barriers and delights

Thursday, 05 January 2017 12:53

After many years advising clients about customer experience, satisfaction and loyalty we’ve pulled together a bunch of insights into why people switch suppliers or providers.

Read more...