Featured Article
In business, feedback management has a reputation for being soft – and for good reason! Leadership teams do not apply the blow torch to their market-facing interventions often enough, to understand the real business outcomes. Two things need to be done: 1) [...]
In the second of our four-part series on how to profit from feedback management, we’re talking about how be more externally, or customer, focused. Most leaders want to build a more customer focused organisation. [...]
It is rare that leaders hear the whole truth and nothing but the truth from their key stakeholders – customers, employees or partners. There is a serious risk of being blindsided. Listening and [...]
For too many companies, engagement surveys or climate surveys are a pretty meaningless annual routine that’s all about collecting metrics and going through the motions. Employees don’t believe in [...]
Featured Article
There’s a lot of feedback getting collected in most organisations. The trouble is these feedback streams are separate and disconnected from each other. For example, the marketing team might run a customer-facing NPS program; project teams may be using Survey [...]
Improving staff morale and performance to achieve overall business objectives is a key task of any leadership team. Business and Relationship coach, Lisa Hough, shares an idea that gets everyone working [...]
Most business data are in streams – connected up over time for a specific customer or account. For example, consider these key data streams: Enterprise Resource Planning (ERP) – this platform brings [...]
2016 was a riveting year for those involved in Customer Experience (CX), with 86% percent of companies wanting to excel at customer experience but only 27% qualifying as good in Forrester’s 2015 CX Index. [...]