Put some hair on your bald metrics
The aim of many employee and customer feedback systems is to generate metrics so that it is clear what is going on. Trouble is, these metrics are pretty bald and of limited use unless you know WHY things [...]
What is best practice in feedback management for Strategic Accounts?
Clearly feedback management needs to be different for Strategic Accounts, but how? We recently asked this question to a Key Account Management discussion group – here are our thoughts and we’d [...]
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So many companies want to stand out for their CX, yet one of the most important interactions of all (asking for and gett...
Potentiate, a global market research agency with a specific focus on human experience, and MirrorWave, a New Zealand-bas...
Never has there been a more important time to listen, understand and respond. We have all gripped up the fact that we ar...