Trust and Commitment The following words are from two American academics Rob Morgan and Shelby Hunt. We’ll come to these guys shortly. ————————— “Commitment and trust, rather than (or at least in addition to) power and dependence, are now central to discussions of business relationships. Researchers and practitioners have come to view most interactions between […]
DOES YOUR NET PROMOTER SCORE (NPS) REALLY MATTER? To answer this it is important to really understand what we asking our customers when we use NPS Recently, after a perfectly OK meal in a restaurant, someone asked me this question: Would I recommend the restaurant to friends or family? Without hesitation, I said ‘N0’. Queue […]
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 […]