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Andrew Cook: 15 January 2015
When we think about Net Promoter Scores, it’s easy to leap to Apple as the ideal player to emulate: how many other companies can boast such a fervent base of promoters? Apple is one of the big proponents of the Net Promoter Score and unsurprisingly...
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Andrew Cook: 18 December 2014
18 December 2014 – Andrew Cook
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Andrew Cook: 28 November 2014
The rule of thumb in advertising when it comes to accessing the success of a TV commercial or any other radio, print or outdoor campaign is quite...
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Andrew Cook: 17 November 2014
7 November 2014 – Andrew Cook
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Andrew Cook: 31 October 2014
Every business should have a customer care strategy. Surprisingly, most of the businesses we encounter don’t. When problems or complaints arise, as...
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Andrew Cook: 17 October 2014
As business shifts focus from big data to data analytics, we’re starting to find that more businesses are benefiting from the value that can be...
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Andrew Cook: 19 September 2014
Customer satisfaction has become absolutely essential in achieving business objectives as it provides a metric against which to measure and improve...
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Andrew Cook: 12 September 2014
The importance of sound customer experience management solutions cannot be stressed enough. It provides business with the differentiator that’s...
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Andrew Cook: 29 August 2014
We’ve discussed the importance of customer journey mapping in previous posts, but let’s have a look at a real-life example:
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Andrew Cook: 15 August 2014
Creating a business that is focused on customer centricity can be challenging. You may need to address your business’ culture and how your employees...
