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 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 […]
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, […]
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 […]