2 min read
Andrew Cook: 29 June 2015
Customer experience management has become so strategic for many business leaders that companies are starting to lose sight of its purpose. While...
2 min read
Andrew Cook: 13 February 2015
13 February 2015 – Andrew Cook
2 min read
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...
2 min read
Andrew Burns: 09 January 2015
A company’s customer satisfaction score, or CSAT, may not be a crystal ball for understanding every aspect of your customers’ needs, but it can be an...
1 min read
Andrew Cook: 18 December 2014
18 December 2014 – Andrew Cook
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Andrew Burns: 05 December 2014
Measuring the key drivers of customer retention and loyalty is a key focus for organisations seeking to refine their knowledge on how transactional...
2 min read
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...
2 min read
Andrew Burns: 21 November 2014
Business, like life, can be messy. A one-size-fits-all approach to your customer-centricity solutions in today’s fast-paced and demanding business...
2 min read
Andrew Burns: 14 November 2014
Measuring customer satisfaction can help you reduce the number of unhappy customers. This is particularly vital when you consider 1st Financial...
2 min read
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...
2 min read
Andrew Burns: 02 October 2014
American author Ernest Hemingway once said, “When people talk, listen completely. Most people never listen.” It is good, practical advice that...
2 min read
Andrew Burns: 26 September 2014
Did you know that in the time it took you to read this sentence over 204 million emails had been sent around the world? It is a statistic that both...
3 min read
Andrew Burns: 04 September 2014
Survey. It’s a word that often evokes a shrug and a “meh” from customers. Another company, another survey. What’s the point?
2 min read
Andrew Burns: 22 August 2014
Customer experience management. It sounds so simple on paper, but there is just one variable that’s difficult to control: the people.
