CX and the New Normal (Part 3) : Understand Opportunities from New Customer Personas,
As the dust settles on the COVID-19 shock and recovery is in sight, the ‘New Normal’ is now the reality, … Read more
As the dust settles on the COVID-19 shock and recovery is in sight, the ‘New Normal’ is now the reality, … Read more
The NPS program lacks insight into what exactly drives customer experiences The NPS program lacks the tools to turn data … Read more
Emerging from the COVID-19 lockdown period will see customers looking to build new consumption habits and reviewing their existing business loyalties. Promoters … Read more
In today’s blog I will be looking specifically at business drivers and how you can use business driver data alongside … Read more
There are many different theories and methodologies around change management, and in this weeks’ post I won’t be going deeply … Read more
For those new to Net Promoter Score (NPS), it can be easy to fall into the trap of obsessing over … Read more
Net Promoter Score (NPS) based programs are established in many organisations. Most of them are using the standardised question “How likely … Read more
Clients often ask me about designing an NPS program for a retail environment. Based on my experience, considering the emotional … Read more
Australian retailers are facing challenging times. They operate in a highly competitive market place and they are serving consumers that … Read more
1. Customer Experience is one of the key strategies for your business. 2. You have the full support … Read more