Customer feedback is at the heart of a responsive organisation. These organisations are continuously listening to their customers. Listening to what they have to say, and then evolving their offers in response. But listening is more than just collecting up information about what is being said. It’s also about making sure that customers feel like […]
Keeping score is vital to the success of organisations and their staff. But this success hinges on everyone knowing what “winning” looks like and what the priority activities are to achieve it. Done well, an organisation can create a handful of relevant metrics that help everyone see & measure their contribution to the overall goal. […]
Creating actionable customer insights is the cornerstone of being a customer-centric organisation. And in principle is sounds quite simple – find something insightful within your data and then take action based on what you found. Easy! Maybe not… recent research by IPSOS MORI for Verint suggests that while nearly all organisations collect some form of customer-related […]
The Balanced Scorecard approach to successfully executing business strategy is now 20 years old. But the work of Kaplan and Norton is still relevant to our sector today, as we move from counting inputs and outputs to measuring impact and outcomes. For those not familiar with the approach, the balanced scorecard enables a business to […]
What’s your team’s/club’s/sport’s Net Promoter Score? Or put another way, how many of your current customers would actively refer you to their friends? While debate rages about how accurately this measure can predict revenue growth, most leading companies still pay more attention to this measure than they do to customer satisfaction scores. Why? Because we’ve […]
How would customers reinvent your product? google’s recent announcements of google wave and Chrome OS, demonstrate a challenger brand approach to product innovation.