Featured Article
Never has there been a more important time to listen, understand and respond. We have all gripped up the fact that we are in for an extended JOURNEY around this coronavirus disruption… there are going to be humps and bumps in this journey for all our stakeholders- [...]
A fair amount of scepticism has been pointed at the Net Promoter Score (NPS) recently, in particular relating to the way that it’s practiced. Not only did the Wall Street Journal label it a ‘dubious [...]
Now more than ever, businesses live and die by the quality of their business relationships. And to truly manage those relationships, they need to be measured and managed in a pragmatic way that improves [...]
It’s 10 years this month since we founded MirrorWave. We are proud to have supported clients around the world with MirrorWave longitudinal feedback data. These histories that have enabled the following [...]
Featured Article
When the Wall Street Journal says that NPS is a dubious fad, people will surely sit up and take notice. “The Dubious Management Fad Sweeping Corporate America” (see link) And when the NPS founder himself comments that “it’s completely bogus” to use the [...]
85% of companies say business partnerships are vital to growth (according to BPI Network), so it’s vital to measure and manage these relationships effectively. But how do you measure these strategic [...]
Poor response rates are a big problem that no-one is properly facing…and also a big opportunity to stand out for outstanding listening. While response rates do vary by survey medium, they’re often [...]
To get the best out of your customer feedback program you need to have the right approach to customer feedback for your business. 1) What’s the true nature of your customer relationships? The most important [...]