We are frustrated. Despite years of effort across industries, customer satisfaction has only seen marginal improvement since the 1990s. By marginal improvement, we mean it went up four points. That’s

Growth is essential for businesses. However, new customers with varying needs, preferences, and identities often accompany growth. Worse, these new customers can annoy or alienate your current custome

Deborah has a . She is considering implementing a Loyalty Scheme but isn't sure when and how to do so. She thought we could help. We can help. The first question, then, is easy. Now. These things wor

Why do customers tell you everything is fine when you ask them face-to-face but then give you a less-than-optimal rating later in a survey? Is everyone duplicitous, or are customers stricken with expe

Let's talk about government and Customer Experience. It might surprise you that government and Customer Experience have a tighter relationship than you think. Many organizations, particularly in the

Taking unproven routes can lead to exciting new possibilities. However, it could also lead to potential failure. That's what makes life interesting, isn't it? Optimistic thinking has led to groundbre

Over the course of three years, Maersk Line improved its Net Promoter Score (NPS) by an impressive 40 points, resulting in a 10% increase in shipping volumes. Even more remarkable, this growth occurre

If there is one thing that academics know how to do, its publish new research. It seems that umpteen studies are published every hour. It can be overwhelming to keep up with it all. So, we undertook

Colin doesnt sit in aisle 13 when he flies on an airline. Its silly but true. He also fancies his red knickers on days when he is speaking in front of large crowds. While this errs on the side of t

Hurricane Debbie dumped 17 inches of water in Colin's home. It was a traumatic experience, from wading through the murky water to the neighbors househoping not to encounter the alligators that usua