Dec 7, 2024
Deborah has a pickle. She is considering implementing a Loyalty Scheme but isn't sure when and how to do so. She thought we could help.
We can help. The first question, then, is easy. Now. These things work. They don't create real loyalty, but they get people to keep buying from you, giving you more chances to...
Nov 30, 2024
Why do customers tell you everything is fine when you ask them face-to-face but then give you a less-than-optimal rating later in a survey? Is everyone duplicitous, or are customers stricken with experience amnesia as soon as they make it to the car park?
It turns out that it is neither a character flaw nor a medical...
Nov 23, 2024
Let's talk about government and Customer Experience. It might surprise you that government and Customer Experience have a tighter relationship than you think.
Many organizations, particularly in the private sector, recognize the importance of providing great experiences to keep customers satisfied and loyal. But should...
Nov 16, 2024
Taking unproven routes can lead to exciting new possibilities. However, it could also lead to potential failure. That's what makes life interesting, isn't it?
Optimistic thinking has led to groundbreaking achievements, like the moon landing in the 1960s. However, it's important to strike a balance between hope...
Nov 9, 2024
Over the course of three years, Maersk Line improved its Net Promoter Score (NPS) by an impressive 40 points, resulting in a 10% increase in shipping volumes. Even more remarkable, this growth occurred during a global shipping decline.
But can other companies replicate Maersk’s success? Or are case studies like this...