by PO Dream Team | Jun 3, 2021 | Covid 19, Customer Loyalty, CX, Data, Insights, Research
Colonial Pipeline Attack Shows Importance of Cybersecurity for all Businesses By Ross Palmer It would be hard to imagine a more vivid example of the potential consequences of a cyberattack than those that resulted from the Colonial Pipeline ransomware hack. Colonial...
by Bill Fonvielle | Apr 19, 2021 | Covid 19, Customer Loyalty, CX, Data, Engagement, Insights, NPS & CSAT, Research
Taking Stock – How Covid-19 has Changed Grocery Shopping By Bill Fonvielle How we shop – and what we expect from the shopping experience – has changed substantially during the Covid-19 pandemic. With vaccination programmes now being rolled out with speed in both the...
by Rowan Jackson | Feb 1, 2021 | Covid 19, Customer Loyalty, CX, Insights
It is Darwinian: adapt to survive. Do you know the difference between needs and expectations? By Rowan Jackson When Klaus and Matthias Singer-Fischer were teenagers, their parents told them that Klaus, the elder brother, would inherit the family vineyard at Ingelheim...
by Rowan Jackson | Jan 13, 2021 | B2C, Covid 19, Customer Loyalty, CX, Data, Insights, Research
Customer Value in a Time of Pandemic By Rowan Jackson and Bill Fonvielle Pandemics are Darwinian. Attacking the weakest, only the fittest survive. Pandemics attack businesses in the same Darwinian way. Major organisations with deep pockets, strong products and ample...
by Bill Fonvielle | Jul 7, 2020 | Covid 19, Customer Loyalty, CX, Data, Engagement, Insights, NPS, NPS & CSAT, Research
How To Survive And Thrive In The Age Of Crisis Article by Bill Fonvielle Words matter! We use words to understand and ultimately control our world. Many companies are looking to the expertise of strategists and forecasters to help them navigate the post-COVID waters...
