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...
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 | Aug 10, 2022 | B2C, Customer Loyalty, CX, Engagement, Insights, NPS & CSAT
If Expectations Are So Important…. By Rowan Jackson If expectations are so important, why don’t you measure them? The concept of meeting expectations has been around for decades. Executives talk about them when describing their organisation’s goals. When asked what...
by PO Dream Team | Jul 25, 2022 | B2C, Customer Loyalty, CX, Engagement, Insights, NPS & CSAT
Loyalty Ain’t What It Used To Be By Richard Adams Business is really simple. It’s just a case of finding the best customers, keeping them, then growing and leveraging their loyalty. This thought popped into my mind when I read about the changes recently...
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’...
by PO Dream Team | Mar 18, 2022 | CX, Data, Insights, NPS & CSAT, Research, ROI
Maximising Value and ROI from Data By Harry Cruickshank If you think about it, data is a lot like food. There’s a huge choice. Some of it is good and much of it is mediocre. Your enjoyment of it, and the value you assign to it, can be impacted by many factors – how...
