Today we are delighted to announce the second winner in the 2023 Deep-Insight Excellence in CX Awards. Today’s category is “Best CRQ Engagement“. CRQ stands for Customer Relationship Quality but what exactly is Engagement, you might ask? Engagement is all about convincing your customers to give you feedback on your performance,
The ballots are counted and the results have been confirmed! open eir has been awarded Best CRQ Newcomer in the Deep-Insight Excellence in CX Awards for 2023. We are thrilled for them. If you live in Ireland, you’ll know open eir. It’s the wholesale arm of Ireland’s largest telecommunications company. At
We have the privilege of partnering with some of the most amazing organisations in the world who are working hard to ensure that their customers’ (and employees’) voice drives strategy across all areas of their business. We are excited to share some of the great CX work that we see
You may have had a peak at Rose’s blog from a few weeks ago regarding the results of our latest CRQ™ assessment. We received a ton of positive feedback from our customers, and it is clear they love what we do for them, so much so that they want more! So why
Great News We are genuinely delighted to announce that our NPS (Net Promoter Score) and CRQTM (Customer Relationship Quality) scores are fantastic, again! Stifle that yawn – I promise it gets more interesting. We are very proud of this picture. Most of our customers are promoters – they love our
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 football team? OK, I know NPS wasn’t designed as a footballing metric but bear with me as I try to illustrate a point about how
Net Promoter Score I came across two posts on LinkedIn recently where two separate business-to-business (B2B) companies – one professional services company and one IT services provider – announced the exact same Net Promoter Score results from their clients: +91. The spokesman for the profession services company was particularly chuffed: “We were delighted
The Service Recovery Paradox (SRP) A couple of years ago, I wrote a blog called The Service Recovery Paradox – Fact or Myth? Today I’m looking more specifically at whether the Service Recovery Paradox is true for business-to-business (B2B) relationships. But first, a quick recap on the basics of SRP. The
Interview with Professor Nick Lee Some weeks ago, I met Nick Lee, Professor of Marketing at Warwick Business School to discuss his views about Net Promoter Score (NPS). I specifically wanted to get Nick’s views on NPS as a measurement tool. Does it work? Is it linked to sales growth? What does Net Promoter
Congratulations to all the Winners We cannot wait to send this year’s Deep-Insight “Excellence in CX” Awards to their forever home. These awards focus on customers who have embraced our Customer Relationship Quality (CRQ) framework and methodology to make meaningful change for their customers. That makes us very proud! Before
Congratulations to BT Ireland who have won Trailblazer in CRQ! BT Ireland has been awarded Trailblazer in CRQ (Customer Relationship Quality) in the Deep-Insight 2022 Excellence in CX awards. This award is thoroughly deserved as it is based on BT Ireland’s courage to lead the way in customer experience. BT
Congratulations to Six Degrees who have won Best Leadership Response to CRQ! Six Degrees has been awarded Best Leadership Response to CRQ(Customer Relationship Quality) in the Deep-Insight 2022 Excellence in CX awards and we are thrilled for them. This is a truly deserved award, everything in Customer Experience starts with
