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
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
‘Hunting elephants’ is a term used by sales people to describe the targeting of very large clients. Elephant hunting is difficult to do, but very profitable if you’re successful. The message from this blog? Forget elephants; hunt whales instead. Whale Hunting with Global Accounts It’s not often that I
Customer centricity is all about doing the right thing for the customer. Doing the right thing also means doing things right. That means service needs to be excellent. All of the time. Sounds expensive? Actually, it’s not. The main message in my last blog about the Service Recovery Paradox was
55 | 55 | 5.9 | 81 Every year we follow our own advice. We ask ourselves and our clients: “How did we do?” Just like our own clients, we never quite know what to expect until all the numbers are in and until we have read all the verbatim
This blog is about a well-known business concept called the Service Recovery Paradox (SRP). What’s SRP? It’s a pretty simple theory. A good recovery following a service failure can turn angry, frustrated customers into loyal ones. Service managers have known about this paradox for years. The concept was first discussed
Most people understand implicitly that good Business to Business (B2B) relationships are built on a strong foundation of trust. But if Trust is so important, why do so few companies measure it? It’s a question that has always intrigued me. I must admit that I’m still struggling to find the
Interested in a Free Book for your Late Summer Holistays? Of course you are! Everybody likes a freebie. A free draw. Sitting on the beach; chilling out; reading a book. But which one? Or which beach? Given all that’s happening in the world at the moment, few of us are
When we wrote Customer at the Heart, my co-author Peter Whitelaw and I interviewed several senior executives in large international B2B companies. Some were CEOs. Others were Sales Directors. Many were CX Directors or Chief Customer Officers. To be honest, the really fun part of writing the book was the
GUEST BLOG FROM PETER WHITELAW, AUSTRALIAN BUSINESS CONSULTANT AND CO-AUTHOR OF CUSTOMER AT THE HEART Wash. Rinse. Repeat. If you conduct a customer survey only once, you capture a single ‘snapshot’ in time. That snapshot will usually give you valuable information including customer concerns that deserve remedial actions. BUT
Cobbler’s Children There’s an old saying that “the cobbler’s children are the worst shod”. In the past that definitely applied to Deep-Insight. We advise clients like Atos, BT and Serco to build customer centricity through: – Annual strategic assessment of all clients – Clear plan for choosing the right contacts
Some time ago, we posted a blog called Help! What do I do with my Stalkers and Opponents? It was about the actions that account teams need to take with clients where there are very poor relationships. This blog is about the accounts with the best, strongest and deepest relationships.
