How Deep-Insight is Tranforming CX Delivery What has changed – and why it matters: The past 24 months have been a turning point at Deep-Insight. Behind the scenes, we’ve completely rethought the way in which we deliver customer experience (CX) insights to our customers in the B2B space. As a result, we now have a […]
The Death of the Old Social Contract We often talk about employees as human resources. We need to drop this terminology. Employees are not resources to be harvested or managed. They are people who turn up to work every day willing and able to do a good job for the customer. And very often we […]
New Product Launch: Employee Relationship Quality (ERQ) Deep-Insight is delighted to launch a new Voice of the Employee service, specifically aimed at companies with 100-500 staff: Employee Relationship Quality (ERQ™). Why 100-500 staff? Our research shows that most companies with 1,000 or more employees have systems in place for capturing the voices of both employees […]
The Importance of Win/ Loss Reviews Here’s an uncomfortable truth: most B2B organisations don’t really know why they win or lose deals. They think they do. They have dashboards, CRM reports, pipeline analytics, and conversion ratios sliced and diced every which way. But those metrics only answer one question: What happened. They do almost nothing to answer […]
Why Most Acquisitions Fail (And What To Do About It) I recently spoke with the Strategy Director of a global, billion-dollar services company about a potential acquisition they were considering. Our conversation soon shifted to the broader topic of acquisitions—why so many fail, and why the Commercial Due Diligence (CDD) process that many companies rely […]
Back to one of my pet topics: What is a ‘Good’ Net Promoter Score? More specifically, what’s a good Net Promoter Score score for a sports team? OK, I know NPS wasn’t designed as a sporting metric but bear with me as I try to illustrate a point about how Net Promoter Score works and […]