Listening and reflecting Every year on Moon Day, we celebrate one of humanity’s arguably greatest achievements: landing on the moon. But before the giant leap came years of observation, analysis, testing, and learning. Progress wasn’t driven by action alone—it was driven by understanding. There is an important lesson here for businesses. In today’s fast-moving environment, […]
Last month, we asked our clients what they thought of us. We do this every year and take our Customer Relationship Quality (CRQ) feedback seriously. We try to follow the advice we give to our own clients: give your customers the opportunity to tell you what they think. Listen to what they say. Then act […]
This blog is a shortened version of The CX Factor which originally appeared in the October 2021 edition of Modern Lawyer. Modern Lawyer is published by Globe Law and Business. Download the article, including the case studies with Baker McKenzie, DWF, Shoosmiths and Travers Smith by clicking on the image below. * * * […]
CX and NPS feedback – should it be anonymous? Should Customer Experience and NPS Surveys be Anonymous? The simple answer is NO – anonymity is not required for a B2B CX or NPS programme. But the answer is not that simple. Let’s start by defining what Confidential and Anonymous mean in the context of surveys. […]
This is a theme I’ve explored a few times in the past: the NPS results for sports teams. Despite an imperious performance by the Shannonsiders in last weekend’s All-Ireland Hurling Final, Limerick’s Net Promoter score is only +7. The Greatest Final in Modern Times? On Sunday, we witnessed one of the greatest hurling matches of […]