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. [...]
One of the biggest complaints about customer feedback is that it isn’t actionable. Two simple considerations will set you on a clearer path: Plan for taking action before you even start getting feedback, [...]
Increasing Key Account (KA) growth and strike rate through relationship development As recently published in the LinkedIn group: Key Account Manager: Best Practice Knowledge Share (with 100,000+ members [...]
Partnering – the two-way approach to getting mutual benefit – needs to be reflected in the way both companies work together. That’s obvious, but to execute on it can be easier said than [...]
MirrorWave Co-founders Reg Price and Jeannie Stewart share their thoughts on transforming customer relationships. In an interview with US-based Laura Sikorski of CustomerThink, Reg and Jeannie talk about [...]
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 [...]
So many companies want to stand out for their CX, yet one of the most important interactions of all (asking for and gett...
Potentiate, a global market research agency with a specific focus on human experience, and MirrorWave, a New Zealand-bas...
Never has there been a more important time to listen, understand and respond. We have all gripped up the fact that we ar...