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
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
The competition in the FMCG retail space has intensified, as retailers vie to deliver the most compelling hybrid shopping experiences to consumers. The race is well underway, with major players making significant strides in both physical and digital retail. Woolworths
The COVID-19 pandemic was a seismic event that reshaped industries worldwide, and few sectors were hit as hard as hospitality. Hotels, restaurants, and travel-related businesses faced unprecedented challenges, from closures and staff reductions to plummeting revenue. While the world is
In the world of business, it’s often tempting to focus solely on numbers. Revenue, profits, and growth statistics dominate boardroom discussions, overshadowing the true essence of any successful enterprise: its people. Simon Sinek, a renowned leadership expert, often emphasises that
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.
Embracing Technology Without Losing the Human Touch.
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
According to Gallup’s State Global Workplace Report in 2023, disengaged employees are actively costing the world $8.8 Trillion Dollars loss in productivity. ~ 9% of the global GDP. In the vast expanse of the internet, countless discussions swirl around the
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
React Insights and The CX Group, two esteemed and highly recommended thought leaders in understanding customers for more than 20 years, have joined forces in a collaborative partnership to create memorable customer experiences that make people talk. Together, these businesses
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