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 […]
Rose Murphy Product Manager, Deep-Insight I’m delighted to start my new role as Product Manager. It’s an exciting challenge for me and for Deep-Insight. But where do I start? What do I do first? Having spent ten years working my way up to Operations Director in Deep-Insight, I know our products and services like the […]
We’re coming to the end of another year and all in all, it’s been a good one for us here at Deep-Insight. We are an Irish company – and proud of it – but our client base is international. Over the past 12 months, we have carried out customer and employee assessments in the UK, […]
Last year, I wrote a blog post entitled What is a ‘Good’ B2B Net Promoter Score? which turned out to be surprisingly popular. I’m guessing that was because there’s a lot of nonsense posted on the Internet about companies achieving a NPS (net promoter score) of +62% or even +78%, or about people being hugely disappointed because they […]
Sales People: ‘Order Takers’ or ‘Relationship Managers’? Many of our B2B customers struggle with the challenge of turning their sales people from ‘order takers’ into true ‘relationship managers’. This is particularly true of companies who sell to large and complex clients. I’m talking in particular about situations where a large account generates annual revenues of […]