Improving your NPS starts with Customer Journey Research
Improving your NPS starts with Customer Journey Research
NPS has proven to be the most common metric for measuring customer loyalty since its introduction in 2003 by Bain & Company and SatMetrix. Once a company starts measuring it, the natural question is how to improve it – especially when compensation is tied to the measurement target. …
Connecting Research to Results #2 – Where Revenue is Leaking from Your Customer Lifecycle?
Connecting Research to Results #2 – Where Revenue is Leaking from Your Customer Lifecycle?
With over $46 Billion spent on market research companies last year, the impact on business results is still elusive. How would you answer the following question:
How well do your research and insights efforts impact business results?
We have a ton of…
Connecting Research to Results #1 – Where (and Why) Prospects are Leaking from Your Marketing Funnel
Connecting Research to Results #1 – Where (and Why) Prospects are Leaking from Your Marketing Funnel
In a recent discussion with insights professionals at a conference, the discussion came up about how to use research and insights efforts to impact business results. For a third of the group, the conversation resembled “do what?”. For another…
Agile Research – The Secret to Organizational Adoption
Agile Research – The Secret to Organizational Adoption
At a recent market research conference of over 1,200 research and insights professionals, the #1 challenge they faced was their “inability to impact business direction and engage organizational leaders” through their market research and customer insights efforts. VP’s and Directors strug…
Measuring and Mapping Customer’s Emotional Journey
Measuring and Mapping Customer’s Emotional Journey
In their best-selling book “The Power of Moments”, Chip and Dan Heath profile “Moments that Matter” and how these have significant impacts on customer loyalty and how “elevating the positive moments” have 9-times the impact of “minimizing the negative moments”.
Moments are inherently emotional…
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