by PO Dream Team | Sep 16, 2024 | B2B, B2C, Data, Insights, Internal Teams, Key Accounts, Leadership, NPS & CSAT, Research, Stakeholder Alignment
Nothing compares to certainty (revisited) By Harry Cruickshank Critical thinking is a core skill, essential in the complex, ever-changing world of business. It’s an attitude that questions everything, seeks knowledge and pursues the most effective and pragmatic...
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 6, 2023 | B2C, Covid 19, Customer Loyalty, CX, Insights, NPS & CSAT
A Customer-Centric Mindset Will Drive Consumer Duty Success By Harry Cruickshank The FCA chief executive, Nikhil Rathi, sees Consumer Duty as transformational for the retail financial services industry. It appears that this view is not shared across the sector. It’s...
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...
