by PO Dream Team | Apr 4, 2023 | CX, Employee Experience, Employee Loyalty, Engagement, Insights, Internal Teams, Leadership, Research
Avoiding The Unavoidable By Harry Cruickshank Looking at the latest state of play on Consumer Duty, based on status checks by the FCA plus anecdotal evidence from a number of sources, it brings to mind a couple of related consulting terms I came across several years...
by PO Dream Team | Mar 31, 2023 | Employee Experience, Employee Loyalty, Engagement, Insights, Internal Teams, Leadership, Research
A Different Approach to Employee Experience By Emily Berridge According to this article by McKinsey (here) the working world seems to be catching on to an obvious (here at Promising Outcomes, anyway) truth: “In an era of workplace upheaval, companies that create...
by PO Dream Team | Mar 13, 2023 | CX, Data, Engagement, Insights, NPS & CSAT, Research
It Is All About The Questions… By Harry Cruickshank One thing is certain. As firms work through the requirements of the FCA’s Consumer Duty, gathering feedback that improves their customer insight, and should be used to raise performance, must be at the heart of...
by Rowan Jackson | Mar 6, 2023 | CX, Data, Engagement, Insights, NPS & CSAT, Research
Are You Gaming Your Customers? By Rowan Jackson A recent customer experience astonished me. I will not bore you with the whole story, but it is with a supplier to me in the telecoms industry. This industry has customer service on two levels: exceptionally bad or...
by PO Dream Team | Feb 13, 2023 | Employee Experience, Employee Loyalty, Engagement, Insights, Internal Teams, Leadership, Research
Elevating the Digital Work Experience By Emily Berridge The digital work experience (DWX) has taken on new meaning over the last 2 and a half years; so much so, a recent article by Harvard Business Review (HBR) points out that the digital work experience is now so...
by PO Dream Team | Sep 2, 2022 | B2C, Customer Loyalty, CX, Engagement, Insights, NPS & CSAT, Research
Whose Value Is It Anyway? By Harry Cruickshank Much has been written about value. You would therefore expect businesses to be absolutely clear about what it is, why their perception of it may be different from their customers’ or employees’ perception and how value...
