You Are Not Starbucks
For private healthcare providers looking for customer experience feedback it pays not to model yourselves on a fast food outlet... Allied Health providers need to ask more than Net Promoter Score to achieve real improvement in your patient’s experience. The [...]
How to create customer service ninjas that care?
How do you really empower customer service staff to take action, make that call, resolve that issue and consistently do the things that lead to good experiences for customers? And to do it genuinely, embracing a human-to-human (H2H) approach. In [...]
CRM solutions cannot drive improvement in Customer Experience
CRM’s are square pegs when it comes to the round hole of customer experience management. Get the most from your CEM programme by investing in the right tool.
What to look for in a Customer Experience Management (CEM) programme
A smart Customer Experience Management programme provides actionable steps for improvement – make sure your CEM programme has these key aspects…
Renters left in the cold
Mouldy homes aren’t healthy homes. See this Newshub story based on our latest research: http://www.newshub.co.nz/nznews/mouldy-rental-homes-a-big-problem-2016071816
How creative can a researcher be?
Most of us believe that only certain people are creative. These creative types are often broadly categorised by either who they are (i.e. musicians, artists, etc.) or what they do (i.e. graphic design, marketing, etc.). As it turns out, and [...]
Research for Smart Content Marketing
Traditional paid marketing is on a downward trend as consumers have the ability to select what they see, ignore banners and increasingly implement technology to block ads. Meanwhile content marketing - combining high quality content with a strong creative strategy [...]
The science of building a good research panel
Producing good quality research data isn’t easy. In order to get a good cross section of the population to take part in surveys, you need to apply a lot of hard work, science and a good understanding of human behaviour. [...]
Conducting research with top level executives
In order for your business to innovate and thrive, understanding what your most valuable clients think and need is vital. But high level executives and senior managers don’t have the time or inclination to take part in surveys – even [...]
Pets and holiday habits
Our recent research on pet lovers found a whopping 1 in 3 families can’t bear to leave their furry friends for holidays. But there is a solution. Here’s what Seven Sharp made of the research: http://tvnz.co.nz/seven-sharp/passionate-petsitters-allow-you-go-vacay-video-6409341