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? 

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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?

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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?

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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.

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The chocolate teapot of Social Media

Published in Digital disruption

Wednesday, 15 June 2016 13:12

We've used virtually every social media analysis software there is. And there is one thing we’ve learned about these tools – automated sentiment is about as useful as a chocolate teapot.

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