Our 2019 Customer Relationship Quality Results A big Thank You to all of our clients and channel partners who completed our CRQ assessment this year! It provided us with a wealth of feedback. We are humbled that you have given us such positive scores and we are thrilled with both the overall results and the […]
B2B Customer Experience (CX) programmes are our bread and butter at Deep-Insight and we’re used to handling questions on how to make CX programmes more effective. One of the questions we often get from first-time clients is: “What completion rates can I expect from my CX programme?” Another common question from longer-term clients is “How […]
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 […]