INSIGHTS

A selection of our research and articles.

Featured Insights

How to Rekindle Employee Engagement: Fixing the Disconnect with Surveys

by PO Dream Team | Employee Experience, Employee Loyalty, Insights, Research

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 admit they rarely or never provide honest answers. Anecdotally, this...

Nomadic Lessons for Exceptional Customer Experience

by PO Dream Team | B2C, Customer Loyalty, CX, Insights, Research

By Marvin Heffernan From a young age, I was captivated by maps and the allure of distant places. That fascination never faded, and much of my free time is spent solo exploring our complex yet exhilarating planet. For me, solo travel is transformative—no safety net, no...

What Kaizen and Omotenashi Teach Us About the Future of Customer Experience

by PO Dream Team | B2C, Customer Loyalty, CX, Insights, Research

By Marvin Heffernan Like many, I’ve long been fascinated by Japan’s unique culture. Though I never expected to visit, a cheap flight from Vietnam to Tokyo gave me the perfect excuse. As a CX professional, I was eager to explore how Japan, where customer experience...

Adapting Leadership as the Business Evolves Lessons from the Royal Marines

By Rowan Jackson

Rowan Jackson, our chairman, offers his perspective on business success in this interview with Chris Simmance of the popular podcast ‘Business Tails’.

The One Question Few Can Answer

By Rowan Jackson | 22 April 2022 | Customer loyalty, CX, Employee Experience, Employee Loyalty Engagement, Wealth Management

From time to time, you read journalist interviews with chief executives who proudly say something along the lines ...

Maximising Value and ROI from Data

By PO Dream Team | 18 March 2022 | Analyst, CX, Data, Feedback, Fire House Syndrome, Research, Return on Investment, ROI, Survey Data

We’re informed incessantly that the future will be “data-driven” and that businesses lacking data will be at a ...

Understanding Employee Expectations to Reduce the Massive Costs of Turnover

By Bill Fonvielle | 25 January 2022 | Effective Leadership, Employee Engagement, Employee Expectations, Employee Retention, Team Alignment, The Great Resignation

In what is being referred to as the “Great Resignation” of 2021, extraordinary numbers of employees have been ...

The Leadership Grid

By Rowan Jackson | 10 December 2021 | Effective Leadership, Employee Engagement, Employee Expectations, Empowered, Leadership, Leadership Grid, Leadership Programmes, Team Alignment

A recent call with one of our more impressive and thoughtful clients prompted another realisation about the ...

It’s About Service…Stupid!

By Bill Fonvielle | 5 November 2021 | Customer Expectations, Customer Feedback, Customer Insights, Customer loyalty, Customer Satisfaction, Customer Service

Some years ago, both of us were at a conference of our then employer in a hotel near Boston. One of the speakers ...

Protecting Valuable (Employee) Assets In The M&A Minefield

By PO Dream Team | 25 October 2021 | Employee Expectations, Employee Feedback, Employee Insights, Employee Loyalty, Employee Satisfaction, M&A, Mergers and Acquisitions

Our previous article looked at de-risking the impact of M&A from a customer perspective. Now let’s consider the ...

Gartner Calls Time On Use Of NPS To Measure CX

By Rowan Jackson | 21 October 2021 | Customer Expectations, Customer Feedback, Customer Insights, Customer loyalty, Customer Satisfaction, NPS

What’s Useless and Everywhere? When pondering that question, many possible answers might suggest themselves to ...

Protecting Valuable (Customer) Assets In The M&A Minefield

By PO Dream Team | 20 October 2021 | Customer Expectations, Customer Feedback, Customer Insights, Customer loyalty, Customer Satisfaction, M&A, Mergers and Acquisitions

A series of reports produced by various firms over the last 10 years show that the average success rate of M&A ...

Challenge Your Thinking On EX

By Hayley Yates | 18 October 2021 | Business Challenges, Customer Expectations, Customer Retention, Customer Satisfaction, CX, Loyalty, Measurement, Research, Statistics

A recent survey conducted by Marketing Charts of US VP-level marketers indicated that 22% “almost never“ measure CLV.

Colonial Pipeline Attack Shows Importance of Cybersecurity for all Businesses

By PO Dream Team | 3 June 2021 | Covid 19, Customer Expectations, Customer Insights, Customer loyalty, Customer Satisfaction

It would be hard to imagine a more vivid example of the potential consequences of a cyberattack than those that ...

Taking Stock – How Covid-19 has Changed Grocery Shopping

By Bill Fonvielle | 19 April 2021 | Covid 19, Customer Expectations, Customer Insights, Customer loyalty, Customer Satisfaction

How we shop – and what we expect from the shopping experience – has changed substantially during the Covid-19 ...

How Promising Outcomes will Support Members of the Armed Forces Community

By Rowan Jackson | 1 April 2021 | Armed Forces, Armed Forces Community, Armed Forces Covenant., Good Business Charter, Royal Marines, Veterans Support

Promising Outcomes is proud to have signed the Armed Forces Covenant and the Good Business Charter. As part of our ...

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