by PO Dream Team | Dec 21, 2022 | B2C, Covid 19, Data, Employee Experience, Insights, Internal Teams, Leadership
Consumer Duty…Stop & Think By Harry Cruickshank The FCA’s Consumer Duty (CD) is causing ripples throughout retail financial services (RFS). In the FCA’s own words, the new rules “require a significant shift in culture and behaviour, where they (firms)...
by PO Dream Team | Nov 28, 2022 | B2C, Covid 19, Customer Loyalty, CX, Data, Insights
Consumer Duty – Let Customer Expectations Be Your Guide By Emily Berridge The FCA’s new Consumer Duty (CD) regulation represents a fundamental shift in the ways financial institutions relate to their retail customers. Under the changes, firms in retail financial...
by PO Dream Team | Sep 30, 2022 | B2C, Customer Loyalty, CX, Data, Insights, NPS & CSAT, Research
Where Are The Customers In Your Transformation Plans? By Harry Cruickshank I recently re-read with interest a 2020 report by McKinsey: ‘The three building blocks of successful customer-experience transformations’ in which they offer “a proven formula for upgrading...
by PO Dream Team | Sep 20, 2022 | B2B, B2C, Data, Insights, Internal Teams, Key Accounts, Leadership, NPS & CSAT, Research, Stakeholder Alignment
Nothing Compares To Certainty By Harry Cruickshank “If a man will begin with certainties he shall end in doubts, but if he will be content to begin with doubts, he shall end in certainties.”Francis Bacon (1561-1626) The Advancement of Learning Richard Feynman, the...
by PO Dream Team | Aug 20, 2022 | Data, Employee Experience, Employee Loyalty, Engagement, Insights, Internal Teams, NPS & CSAT, Research
Even Greater Expectations By Emily Berridge Culture; it’s a bit of a slippery concept. The Oxford English Dictionary definition of culture reads: “the customs and beliefs, art, way of life, and social organization of a particular country or group.” The importance of...
by Rowan Jackson | Jun 17, 2022 | B2C, Customer Loyalty, CX, Data, Engagement, Insights, NPS & CSAT, Research
Not Everything That Can Be Counted Counts By Rowan Jackson Not everything that can be counted counts. Not everything that counts can be counted.William Bruce Cameron 19th century shopkeepers knew that their business would thrive if they met their customers’...
