How Loyalty Filters Through the Customer Journey
In today’s customer-centric world, interaction and personal experiences are what truly bind people to brands. It all boils down to how we feel during those moments of connection. Imagine walking into a store where the cashier greets you with a friendly smile and a light-hearted joke. You leave feeling uplifted. Then, on your drive home, […]
Achieving the ultimate brand health – Balancing NPS & CSAT Surveys to get the best value for your insights.
A common question we receive from clients is: how do Net Promoter Score (NPS) surveys differ from Customer Satisfaction (CSAT) scores, and how can you find the right balance between the two for your business? Think of it like a health check-up. NPS is akin to a biannual doctor’s visit, while CSAT is like using […]
Do Loyalty Programmes Drive Loyalty and Should They Be Used to Drive Sales?
The concept of loyalty programmes has long been debated in the business world. Do these programmes genuinely foster customer loyalty, or are they merely tools to drive sales? The success of Starbucks’ rewards programme provides valuable insights into this question. The Starbucks Success Story Starbucks managed to launch one of the most successful rewards programmes […]
From Vision to Action – Translating Research into Strategic Business Roadmaps
Harvard Business School Professor Robert Simons states in his book, The Balanced Scorecard: Translating Strategy into Action: “90% of organisations fail to execute their strategies successfully and that studies have shown that execution is continually rated as one of the most significant challenges by executives.” In a recent article posted by Harvard Business School, the […]
Learning from Broadway in delivering a Customer Experience worth talking about.
Lights… Places… Curtains, Action. Have you ever attended a theatre production and felt amused with the seamless synchronization between the orchestra, stage artists, and backstage team? It is only through this perfect harmony of diverse, talented artists working together that they can deliver a successful show, leaving the audience with an incredibly fulfilling experience. In a […]
