Setting up and running B2B Customer Experience (CX) programmes is our ‘bread and butter’ at Deep-Insight. We’re used to handling questions on how to make CX programmes more effective. One of the most common questions we get from first-time clients is: “What completion rates can I expect from my CX programme?” Another common question from […]
Mark Hollyoake is a co-founder and director of Customer Attuned – a UK partner of Deep-Insight – and is the author of this guest blog. Mark is currently studying for his Doctorate at Southampton University, focused on Trust as a dynamic within business-to-business customer relationships. He is an expert in B2B Customer Experience (CX) and […]
In January, we asked you what you thought of your relationship with Deep-Insight so let me start by saying THANK YOU to everybody who completed our own Customer Relationship Quality (CRQ) assessment. Two years ago we had a CRQ score of 5.7 and a Net Promoter Score (NPS) of +37%….
Some years ago, the focus of NPS discussions changed. At least, in the USA they did. It used to be: “How do I measure NPS?” and now it’s: “How do I improve my Net Promoter Score?” Remember that Net Promoter Score is an American metric for customer advocacy. Europe is still a few years behind the USA. […]
Deep-Insight works with clients across all industries. From experience we know it’s tougher to deliver services consistently well in some industries than in others. One particularly tough industry is Outsourcing. Outsourcing services include IT, payroll, finance, manufacturing, call centres, washroom services and so on. In fact, there are very few functions and processes that have […]