by PO Dream Team | Jan 26, 2026 | B2C, Customer Loyalty, CX, Insights, NPS, Research
How Good is Good Enough? How Good is Good Enough? – how to know when you are really meeting customer expectations Many organizations strive or claim to “meet customers’ expectations”, yet a significant gap often exists between how companies perceive their...
by PO Dream Team | Oct 29, 2025 | B2C, Customer Loyalty, CX, Insights, NPS, Research
Why ‘Sweating the Right Small Stuff’ Defines Exceptional Customer Experience By Marvin Heffernan The Stoics gave us many enduring lessons , self-discipline, emotional stability, and the ability to focus on what we can control. Yet one of their most famous ideas,...
by Cathy Fennell | Oct 8, 2025 | B2C, Customer Loyalty, CX, Insights, NPS, Research
Your CX Knowledge Gap might be Killing your Business By Marvin Heffernan and Cathy Fennell Senior leaders often believe they know what customers want, either through hearsay or through various satisfaction surveys and other ‘listening’ methods. However, customers...
by PO Dream Team | Sep 19, 2025 | Employee Experience, Employee Loyalty, Insights, Research
How AI Over-reliance Could Lower Employee Engagement By Marvin Heffernan PO, like millions of others, use AI increasingly. Indeed, history repeatedly shows that new tools can liberate us all in positive ways.However, there is a worrying AI trend that is gnawing at the...
by PO Dream Team | Apr 9, 2025 | B2C, Customer Loyalty, CX, Insights, Research
Freelancing & CX: The Trust Factor That Turns Clients into Long-Term Partners By Marvin Heffernan When I transitioned to being a freelance researcher, I knew there would be trade-offs – less security but more freedom, less consistency but greater...
by PO Dream Team | Mar 24, 2025 | Employee Experience, Employee Loyalty, Insights, Research
How to Rekindle Employee Engagement: Fixing the Disconnect with Surveys By Marvin Heffernan A recent article from HR Dive highlighted that nearly half of employees feel pressured to withhold their true opinions when filling out employee engagement surveys, while some...
