It’s only a matter of months until the 20th anniversary of the publication of Frederick F. Reichheld’s now famous article ‘The one number you need to grow’ in Harvard Business Review. Summarising the research into the most effective customer satisfaction…
We mentioned in our previous blog on CX maturity that most CX programmes only focus on the external elements of CX. In doing so, they’re missing a huge swathe of insight – insight that is critical to decision-making for both…
Today’s customers are more demanding than ever. To stay competitive, businesses must have a solid understanding of customer needs and expectations, and must stay in tune with these as they evolve over time. More than this, though, it’s also essential…
Evidence from the past three years has made one thing about CX clear: organisations that offer the best customer experience constantly check and reset. They re-evaluate themselves, the promises they make, the touchpoint experiences they provide, the consistency of their…
Customer experience measurement programmes are great, but only if they lead to CX leaders making decisions and improving the commercial performance of their organisations. As a consultancy that specialises in customer experience measurement for organisations that make premium products and…