Marketing & Strategy Innovation blog

One Big Mistake Costing Car Dealerships Millions in Sales (and a simple way to fix it)

An average car buyer visits 1.4 dealerships before buying — almost 70% less than some 10 years back (down from 4.5 visits). Put differently, the face to face time your sales reps have with buyersis now 3 times more valuable than before. 

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8 Ways in which NPS® can add value to your business

Could asking two simple questions actually help double your sales? 

Over the past 15 years, I’ve seen this and many other amazing results of well run Net Promoter programmes:

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ING Insurance: The Journey Towards Customer Centricity

Insurance companies have always suffered negative reputation among customers for complexity, lack of clarity and impersonal service. 

Then, the situation got even harder. 

After financial markets fell in 2008, many customers lost their faith. Something needed to be done quickly. 

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Ten Ways To Take Your Net Promoter® Programme To the Next Level

Net Promoter System could easily be one of the most debated (as well as misunderstood and underutilized) methods out there. 

Yet, two-thirds of all Fortune 1000 companies are utilizing the system. And after 15 years of working on dozens of customer experience programmes for major European brands, we have yet to find a more practical, effective and actionable approach. 

That is - when it’s done right. 

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5 checks for your Net Promoter® Programme

Net Promoter programme is the most practical, effective and actionable approach to better customer experience and can result in a growth of profits and loyal customers. 

But only if it’s done right. 

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NPS: How to start small and get quick results

If you’re (re)starting a Net Promoter program, you might be taking the first steps of a journey that will profoundly impact your organisation. And your career. 

NPS is still the most practical, effective and actionable approach to a great customer experience — which is one of the most effective paths to profit for any business.

Unfortunately, more than two-thirds of CX initiatives fail, according to CustomerThink. 

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Customer Experience and Customer Service: What's the Difference?

It's that time of year again...
 
This week, we are celebrating CX Day and Customer Service Week. I love that they land on the calendar at the same time, and yet, let's just keep adding to the confusion!
 
I've written about the differences before:
 
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Pity the media noise about millennials is not matched by their financial importance

I feel sorry for millennials. They are suffering from the same stereotypical generalisations that has plagued their parents and grand parents. Marketers think they are the only game in town. Many employers believe they are an infuriating bunch to manage. As always they reality is much more complicated.
 
The one thing that is for sure is that for some time - like a decade or two - their parents and their parent's parents will be a lot more important to the wealth management industry.
 
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Straight from the Horse's Mouth

I originally wrote today's post for CallidusCloud. It appeared on their blog on March 22, 2018.
 
Naysayers have been shouting "Surveys are dead!" from rooftops for a couple of years now. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem.
 
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Transforming Your Culture with the Help of a Culture Committee

What is a Culture Committee? And do you need one? (The short answer is "Yes!")
 
Last month, I wrote a two-part series about how to stand up your team of CX Champions. Without a doubt, they are an important part of the customer experience transformation governance structure and transformation success.
 
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