So many companies want to stand out for their CX, yet one of the most important interactions of all (asking for and getting feedback) is an underwhelming experience at best. Find out how to make customer [...]
A fair amount of scepticism has been pointed at the Net Promoter Score (NPS) recently, in particular relating to the way that it’s practiced. Not only did the Wall Street Journal label it a ‘dubious [...]
When the Wall Street Journal says that NPS is a dubious fad, people will surely sit up and take notice. “The Dubious Management Fad Sweeping Corporate America” (see link) And when the NPS founder himself [...]
Poor response rates are a big problem that no-one is properly facing…and also a big opportunity to stand out for outstanding listening. While response rates do vary by survey medium, they’re often [...]
For too many companies, engagement surveys or climate surveys are a pretty meaningless annual routine that’s all about collecting metrics and going through the motions. Employees don’t believe in [...]
2016 was a riveting year for those involved in Customer Experience (CX), with 86% percent of companies wanting to excel at customer experience but only 27% qualifying as good in Forrester’s 2015 CX Index. [...]
NPS is a modern phenomenon. It has transformed the world of customer satisfaction measurement and for good reason it is widely adopted. Nonetheless NPS has its frustrations and people are asking about [...]
Everyone’s talking about big data these days! True, there are gains that come from making sense from a seeming chaos of disconnected and rough data. But that seems to us to be like herding cats. We like [...]
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...