How Do I Improve my Net Promoter Scores?

Some years ago, the focus in NPS discussions on the far side of the pond – remember that Net Promoter Score is an American metric for customer advocacy – moved from “How do I measure NPS?” to “How do I improve NPS?” In Europe we are still a few years behind the USA but the question of improving […]

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What? Zero is a good Net Promoter Score?

Deep-Insight works with clients spanning all industries – and our results show that it can be tougher to deliver services consistently well (and build strong relationships) in some industries than it is in others. One particularly tough industry is the provision of Outsourcing services. These services include IT, payroll, finance, manufacturing, call centres, washroom services… in fact, […]

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It’s Good to Talk

If you’re as old as I am, you’ll remember the British Telecom (as BT was then known) TV adverts with the tagline “It’s good to talk”. It was an incredibly effective advertising campaign which helped change consumers’ perceptions of the organisation. As it so happens, the same tagline is relevant to the sales and account management […]

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Why B2B Benchmarking is NOT a good idea!

If I got a penny for every time a client has asked “How do we compare against our competitors?” or “How are we doing against the benchmark for our industry?” I’d be a rich man. Most of our clients want to know how they are doing against the benchmark score for their industry. It doesn’t matter how many times […]

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Why Sample Sizes are Nonsense (in the B2B World)

Most of Deep-Insight’s work is based on helping large international B2B organisations run effective Customer Experience (CX) programmes. The key to running a good CX programme is understanding how to change the culture of an organisation to make it truly customer-centric, and that has to be based on regular high-quality conversations – both formal and informal […]

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