When using Customer Effort Score (CES), remember the NPS wars
An appeal to those arguing the relative merits of NPS and CES to remember what was learnt from NPS ‘wars’ – it’s what you do with it that counts.
August 15, 2014
Redesigning Customer Experiences from the Outside In
A book review of “Outside In” by H Manning & K Bodine. Explaining the benefits of this book and how insight/CX leaders can redesign customer experiences.
Poll: Interim results
Firstly, the normal health warning on these being only interim results. There are not yet sufficient votes with which to draw robust conclusions (hence the metaphor of a […]
Offshoring Analytics: my personal experience of is it worth it?
Sharing personal experience of offshoring analytics and the problems that ensued. Includes advice on “watch outs” and potential mitigations.
How are you navigating the leadership pipeline?
It’s unusual for me to recommend a book that I don’t consider that well written, but Leadership Pipeline is such a book. The reason for […]
Poll: What do you see?
To provide a research basis for the content included in this blog, I am asking all customer insight leaders who visit this site to complete […]
Event: Forrester Customer Insights Council 2014
In May 2014, I attended this council run by Forrester Research. For those not familiar with Forrester they are one of the biggest global research firms […]
Poll: Which breed of CI leader are you?
If you watch the actions and listen to the language used by most CEOs, especially where they choose to focus their time, you can often guess […]
Which type of Segmentation do you need? What is it for?
Segmentation is one of those customer insight and marketing terms that divides opinion. Leaders have their favourite approaches. Boards can be ardent fans of the […]
Which roles make up today’s hybrid Customer Insight Leader?
I was struck by this graphic published by Visually that was trending on Twitter a couple of days ago. Although about marketers, it set me […]
Book Review: Time to Think by Nancy Kline
Do you have time to think in your leadership role? I first read this book over a decade ago, but it made such an impact […]
Poll: Follow-up to Org Design Post (your experience)
As a follow-up to my latest post on customer insight team structures, here’s a quick poll to gauge the popularity of different models. Please answer the […]