helping you master customer insight leadership

How are you scoring on your Customer Effort?

During our month focussed on research, I’m happy to welcome back guest blogger, Annette Franz, to talk about customer effort. I’ve posted previously on Customer Effort Score (CES), so it’s interesting to hear Annette’s experience and practical applications… There’s been a lot of debate about Customer Effort Score (a metric developed by the Corporate Executive Board’s Customer Contact Council), especially relative to Net Promoter Score, about whether it’s an effective.. Read More

How to set goals that you deliver in 2018, sharing my personal system

Goal setting is trending at this time of year, so let me share how I set goals and keep on track. Amongst the many posts shared & goal-setting courses being marketed right now, most writers reference the average failure rate. Even the term “New Year’s Resolutions” is now synonymous with unrealistic goals, started with enthusiasm but probably abandoned within a few weeks or months. Why is that & can you.. Read More