The secret sauce to creating a winning customer service culture
Delving into the back story of the world’s most successful businesses and top performers in customer centricity they all have one thing in common - someone at the forefront with a strong vision for the culture and personality of that [...]
Can NPS as a customer experience metric deliver business improvement
NPS as a way of measuring customer experience has gained a strong following over the past few years. From boardrooms to executive lounges, people love the simple fact that it gives an overall score that seems to point to a [...]
Staff engagement for supercharged customer experience
Happy customers, healthy profits The idea that happy customers directly impact the bottom line is now well established. Improved customer experience has been proven to inspire repeat custom, reduce customer attrition, and increase retention and referrals [1] (and at a [...]
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 [...]