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,…
Customer Experience and Net Promoter Score (NPS)
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…
Trust, Collaboration & Accountability: Building team relationships that improve performance
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…
Communication & collaboration: Essential ingredients for all great Customer Experiences
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…
Multiethnic Group of People Planning Ideas
How group collaboration at work improves productivity
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…
3 reasons why collaboration is the key to unlocking success
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…
Businesswoman Addressing Meeting Around Boardroom Table
Employee Engagement: Simple but not easy
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.…
Do you really know your customers?
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.…
Was everything ok with your stay sir? Why welcoming all types of customer feedback is so important
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…
Reconstructing the concept of feedback and difficult conversations
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…
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