helping you master the people side of data & analytics

What you want from this blog, results of our 2017 reader survey

Thanks to all our newsletter subscribers, who participated in our annual reader survey. Just over a year ago, we re-branded this blog, based on your feedback. At the start of 2017 it’s time to revisit how well this blog is serving its purpose. As you may know, the stated purpose of this blog is to inform & support customer insight leaders. You can find out more about that and our.. Read More

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