Introducing "Action Connect": Taking effective action on feedback
Taking action in response to feedback is critical to protect the ongoing viability of your feedback program, as well as to foster ongoing engagement between your organisation and its employees or customers.
The value of customer listening
Listening to your customers has immense value: it reduces customer churn, increases revenue, and improves customer lifetime value.
Enhancing your customer experience strategy
Customer experience strategies are constantly evolving as COVID-19 changes the way we do business. Let’s examine what strategies can be implemented to prosper in a post-pandemic world.
How is FMCG managing the eye-level shelf line with the move to online grocery shopping?
With a shift to FMCG products being purchased online, what must brands do to stand out among the rest?
You cannot have a relationship with a survey
Delving into the use of “conversational AI avatars” to underpin company brand values and to create a “survey companion’” with whom employees can build an ongoing relationship of trust.
Australian B2B NPS industry benchmarks – how does your organisation compare?
Access and understand Net Promoter Scores Benchmarks for Australian B2B suppliers. Learn more about the scores and benchmarks, by industry, including the drivers of NPS performance. Benchmarks available include IT Products, Services and Hardware, Education and Training, Insurance, Legal Services and more.
Measuring employee engagement with a survey is the very definition of irony
How many surveys are you asked to complete each week? I did the math and last week I was invited eight times to give my feedback. I declined all but one.
Who loves a survey?
There is an elephant in the insights room. We need to talk about surveys. Has anybody else noticed just how many companies send out customer satisfaction and feedback surveys?
The CX Principles that can guarantee a successful program – Part 3
CX principles. Program Owners – getting good advice and push back where needed from us.
Are CX tech vendors providing adequate support post-platform deployment?
The biggest theme to emerge in my personal conversations with senior CX practitioners was vendors delivering on their promises of performance.
