We have been privileged at Deep-Insight to work with BT Ireland since 2008 when they first started on their journey towards becoming one of Ireland’s most customer-centric companies. It has been a long and successful Customer Relationship Quality (CRQ) journey for them. Initially, the BT Ireland leadership team worked hard
Vreugdenhil conducted its first Customer Relationship Quality (CRQ) assessment in 2022, impressing us with their smooth adoption of the CRQ process, as if it had been a long-standing practice. What stood out most was their commitment from the outset. They dived into the process with enthusiasm and maintained a strong
Everybody in Ireland knows open eir. You’ve seen their distinctive green and white “Connecting Ireland with superfast fibre broadband” vans on the streets, installing fibre lines into business premises and into homes across the country. You’ve probably also seen vans from Circet (pronounced “sur-say”) who are open eir’s key partner
Six Degrees has been a client of ours since 2020 and it has been a privilege to work with the team for the past four years on their journey to greater customer centricity. Fiona Lynch has been the Deep-Insight CX consultant working most closely with Chris Blofield, Conley Newall and
It’s that time of the year again! At Deep-Insight, we have the privilege of partnering with some amazing organisations who work hard to ensure that their customers – and employees – have their voices heard loudly. Good companies use the Voice of the Customer to drive strategy across all areas
We want to extend our deepest gratitude to all our clients who took the time to complete our CRQ assessment this year. Your participation provided us with invaluable feedback. We are truly humbled and thrilled by the positive scores and detailed responses you’ve given us. Thank you once again for
A story of rats, cobras and economists This is a story about rats, cobras and economists (and no, they’re not the same thing!) but it’s primarily a blog about a British economist called Charles Goodhart and his take on target setting, key performance indicators (KPIs) and the law of unintended
Why do so many B2B CX programmes fail? Later this year, Bert Paesbrugghe will be hosting a LinkedIn webinar called The B2B Customer Success Blindspot: Why NPS Isn’t Enough. It sounds like it will be a good session and I have cheekily borrowed his title for this blog as it got me thinking
Do New Year’s resolutions work? A few weeks ago, the Washington Post ran an article entitled Here’s a better way to make New Year’s resolutions. In the article, Lindsey Bever points out that the conventional wisdom is that New Year’s resolutions typically fail. However, a closer look at the data
Congratulations to our 2023 Winners This is the second year of Deep-Insight “Excellence in CX” Awards. These awards focus on companies that we have worked with in 2023 that have embraced our Customer Relationship Quality (CRQ) framework and methodology to make meaningful change for both their customers and their employees.
It’s time to announce the final winner in Deep-Insight’s “Excellence in CX” Awards this year. Doing the right thing for customers means doing the right thing for your employees. We award the “Best Focus on ERQ” prize to the company that shows the greatest interest in Employee Relationship Quality (ERQ),
No ballots or voting in this category, just facts! DWF, a long-standing customer of ours, has been awarded Best CRQ Score in Deep-Insight’s “Excellence in CX” Awards this year. We will always be the first to say that great Customer Experience should NOT be about scores only. It’s about much
