GUEST BLOG FROM PETER WHITELAW, AUSTRALIAN BUSINESS CONSULTANT AND CO-AUTHOR OF “Customer at the Heart” What is the secret ingredient for creating a customer-centric organisation? Since John O’Connor and I embarked upon writing the book Customer at the Heart more than a year ago, I have had the opportunity to meet many people interested […]
WELCOMING OUR NEW TEAM MEMBERS We have some new faces in Deep-Insight. They bring an exciting mix of talents and interests and are already adding value to the company and what we can do for our customers. Here in Deep-Insight, we take our time with recruitment. We understand that getting the right fit for our […]
NEW CLIENTS ANNOUNCEMENT We are delighted to announce two new clients at Deep-Insight. Both have a strong maritime feel. Survitec Survitec is a global leader in survival and safety solutions to the marine, defence, aviation and offshore markets. It has over 3,000 employees worldwide, covering 8 manufacturing facilities, 15 offshore support centres […]
Trust and Commitment The following words are from two American academics Rob Morgan and Shelby Hunt. We’ll come to these guys shortly. —————————————————— “Commitment and trust, rather than (or at least in addition to) power and dependence, are now central to discussions of business relationships. Researchers and practitioners have come to view most interactions between business parties […]
DOES YOUR NET PROMOTER SCORE (NPS) REALLY MATTER? To answer this it is important to really understand what we asking our customers when we use NPS. Recently, after a perfectly OK meal in a restaurant, someone asked me this question: Would I recommend the restaurant to friends or family? Without hesitation, I said ‘NO’. Queue […]