Would NPS be better if its scale only had three numbers?
A question I have been asking myself recently is: Would Net Promoter Score (NPS) be better if it’s scale only had three numbers? Now, before I get accused of heresy,…
A question I have been asking myself recently is: Would Net Promoter Score (NPS) be better if it’s scale only had three numbers? Now, before I get accused of heresy,…
I don’t agree with statements like “Net Promoter is now the worldwide standard for organizations to measure, understand and improve their customer experience”. I do however agree that organisations can use…
At the executive level, a leader's ability to build an effective team is probably the most important competence in the current marketplace. In reality it is the most important competence…
On Monday this week I had the absolute pleasure of spending a couple of hours talking about the subject I like best – you guessed it – Customer Experience. I…
While many workers are forced to compete against each other as individuals, collaborative projects can help to increase productivity as well as having a number of benefits for your employee’s…
In 1985 Michael Porter published his book Competitive Advantage: Creating and Sustaining Superior Performance and 35 years later, his premise still lies at the beating heart of many organisations. But…
Have you ever been to a motivational lecture for self improvement, and said to yourself, "She makes it sound to easy." Then you get home, and it's oh, so hard.…
Steve Jobs said: “Get closer than ever to your customers. So close that you tell them what they need before they realize it themselves.” He did not just say that.…
As consumers, we are asked our opinions on a regular basis. On any given day we could be asked if we are happy with the product or service we have…
I think I have finally found a way to transform the difficult aspects of giving and receiving feedback. It would really help to get rid of those terms because they…