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 [...]
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. [...]
NPS is a modern phenomenon. It has transformed the world of customer satisfaction measurement and for good reason it is widely adopted. Nonetheless NPS has its frustrations and people are asking about [...]
Everyone’s talking about big data these days! True, there are gains that come from making sense from a seeming chaos of disconnected and rough data. But that seems to us to be like herding cats. We like [...]
Ever wondered why you get pummelled in surveys by a barrage of questions that somehow lack relevance? That’s because companies commissioning surveys are more interested in topics that are of interest [...]
In business, feedback management has a reputation for being soft – and for good reason! Leadership teams do not appl...
There’s a lot of feedback getting collected in most organisations. The trouble is these feedback streams are separat...
In the second of our four-part series on how to profit from feedback management, we’re talking about how be more exter...