Net Promoter Score – is +91 actually achievable? Some time ago I wrote a blog entitled: Things That Never Happened: a Net Promoter Score of 91. The basic premise of the blog that really high NPS results are simply not achievable – at least not in Europe and definitely not
A few years ago, a customer shared feedback after working with one of our teams about how easy and reassuring the experience felt. What the client didn’t see was the collaboration happening internally. Team members supporting one another, sharing knowledge, and working together to make things right. That’s where the
Why verbatim customer feedback matters in B2B customer experience. On International Literacy Day, we celebrate the ability to read, write, and understand information. In today’s business world, however, literacy means something more: the ability to interpret data, understand behaviour, and turn insight into action. For customer experience (CX) professionals, this
There is no denying that the workplace has changed dramatically over the past few years. International Youth Day is a good reminder that not only big events such as pandemics shape our work environments but also that younger generations are reshaping what people expect from work. For many young professionals
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
How Deep-Insight is Tranforming CX Delivery What has changed – and why it matters: The past 24 months have been a turning point at Deep-Insight. Behind the scenes, we’ve completely rethought the way in which we deliver customer experience (CX) insights to our customers in the B2B space. As a
The Death of the Old Social Contract We often talk about employees as human resources. We need to drop this terminology. Employees are not resources to be harvested or managed. They are people who turn up to work every day willing and able to do a good job for the
New Product Launch: Employee Relationship Quality (ERQ) Deep-Insight is delighted to launch a new Voice of the Employee service, specifically aimed at companies with 100-500 staff: Employee Relationship Quality (ERQ™). Why 100-500 staff? Our research shows that most companies with 1,000 or more employees have systems in place for capturing
The Importance of Win/ Loss Reviews Here’s an uncomfortable truth: most B2B organisations don’t really know why they win or lose deals. They think they do. They have dashboards, CRM reports, pipeline analytics, and conversion ratios sliced and diced every which way. But those metrics only answer one question: What happened. They
Why Most Acquisitions Fail (And What To Do About It) I recently spoke with the Strategy Director of a global, billion-dollar services company about a potential acquisition they were considering. Our conversation soon shifted to the broader topic of acquisitions—why so many fail, and why the Commercial Due Diligence (CDD)
Back to one of my pet topics: What is a ‘Good’ Net Promoter Score? More specifically, what’s a good Net Promoter Score score for a sports team? OK, I know NPS wasn’t designed as a sporting metric but bear with me as I try to illustrate a point about how
Congratulations to our 2024 Winners 2024 is the third year of Deep-Insight “Excellence in CX” Awards. These awards focus on companies that we have worked with in 2024 that have embraced our Customer Relationship Quality (CRQ) framework and methodology to make meaningful change for both their customers and their
