Help! Our NPS is not working, what do we do?
Many companies have adopted NPS (net promoter score), as a means to measure the effectiveness...
Customer Experience vs. Customer Experience Management – what’s the difference and why its important?
It appears that most people know about and have an understanding of Customer Experience (CX),...
True customer loyalty, what is it, and does it really exist?
One of my main areas of research and my passion is customer loyalty. After spending...
The 12-steps to creating a great CEM programme
Customer Experience Management seems to be on everyone’s mind these days. One of the questions...
A preemptive strike on change management
Change management is one of the hottest topics within the management domain. Change impacts all...
How to get your customers to Love your brand
Customer loyalty is of extreme importance to any firm. Many firms find that their ‘loyal’...