INSIGHTS

A selection of our research and articles.

Featured Insights

Customer experience – what’s going wrong?

by Rowan Jackson | B2C, Customer Loyalty, CX, Employee Experience, Insights, Research

Rowan Jackson In an article in The Spectator on 9th March, Martin Vander Weyer forecast the next mis-selling scandal. He pointed out that the Financial Conduct Authority (FCA) has been targeting St James's Place Wealth Management (SJP) for its opaque fee structures...

What’s YOUR Employee Experience Pain Point?

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

By Emily Berridge There’s been a lot written about the employee experience (EX) lately. From generational differences [see our article], conversations about hybrid/office working [LinkedIn, 2022] and the quiet quitting trend [Gallup, 2023], your company’s EX is...

The Questions You’re Not Asking May Be The Most Important Ones

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

By Harry Cruickshank Amongst his many talents, a good friend of mine (let’s call him Mike) used to be a leading ride and handling engineer at Lotus Cars. He dedicated himself to making cars sublime to drive. After Lotus, he secured a contract with a high-end, bespoke...

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’.

Dead Data: It’s Time to Rethink the Satisfaction Survey

By Rowan Jackson | 7 December 2018 | Customer Expectations, Customer Feedback, Customer Insights, Customer Satisfaction, Expectations, Feedback, Satisfaction Survey

In talking with prospective clients, we frequently encounter similar perceptions about research surveys. Clients ...

Employee Engagement: it is vital to know the numbers

By Rowan Jackson | 19 September 2018 | Effective Leadership, Employee Engagement, Employee Expectations, Employee Experience, Employee Insights

Some years ago, I was on the Europe, Middle East and Africa Board of a company. We had 2200 people in 34 offices ...

The Ashtray Story – it is not about the product

By Rowan Jackson | 3 September 2018 | Customer Expectations, Customer Insights, Customer loyalty, Customer Satisfaction

A few years ago, Thomas O. Jones, a lecturer and author at Harvard Business School collected his BMW after its ...

Improving Your Business? Let The Customer Decide

By Rowan Jackson | 17 August 2018 |

A few years ago, a motor insurer invested heavily in making improvements for its customers by reducing the time it ...

Purchasing Departments Are Human Too!

By Cathy Fennell | 16 July 2018 | B2B, Internal Teams, Purchasing Departments

Having finally had our proposal accepted by our client, a signature on the contract seemed like a mere formality. ...

DIY Customer Research

By Rowan Jackson | 14 March 2018 | Customer Expectations, Customer Insights, Customer loyalty, Customer Satisfaction, Research

The proliferation of survey platforms makes it seem that anyone can do customer research. It has never been easier ...

Killer Insights For CEOs

By Bill Fonvielle | 8 March 2018 | Competitive Markets, Customer Insights, Customer loyalty

What CEO doesn’t want a sharper understanding of how his/her organisation is performing? Surviving and thriving ...

7 Points To Consider Before Using The Net Promoter Score (NPS)

By Rowan Jackson | 16 January 2018 | Customer Expectations, Customer Feedback, Customer Insights, Customer Satisfaction, NPS

The start of a new year is a natural reflection point for leaders who open to new paths to grow their businesses. ...

When Loyal Customers Give Up And Leave

By Rowan Jackson | 29 September 2017 | Customer Experience, Customer Feedback, Customer loyalty

Our recent newsletter on “British Airways; how cost cutting increases costs” did something very unusual; it went viral.

The Psychological Contract

By PO Dream Team | 25 July 2017 | Employee Expectations, Employee Insights, Employee Loyalty, Employee Retention, Employee Satisfaction, Internal Teams

The Psychological Contract is a term well known to organisational researchers and psychologists, but less ...

British Airways: A brilliant example of how cost-cutting increases costs

By Rowan Jackson | 19 July 2017 | Customer Expectations, Customer Insights, Customer loyalty, Customer Satisfaction

In the 1990s, Sir Colin – later Lord – Marshall, Chief Executive of British Airways was being interviewed by a ...

The True Meaning Of Value

By Bill Fonvielle | 21 June 2017 | Customer Expectations, Customer Insights, Customer loyalty, Customer Satisfaction

In a conversation with my financial adviser recently I was struck by how she used the word value. In the financial ...

No Posts