by Jeroen Visser | Jan 30, 2017 | Customer Experience, Digital World
“Would you recommend us to a friend?”….. I’m sure you recognise the inevitable question at the end of every purchase. It’s used to measure customer satisfaction, and among people like us, it’s known as the Net Promoter Score (NPS)....
by Jeroen Visser | Sep 15, 2016 | Customer Experience
It was all set to be a slap-up dinner date for Jake Hall when he took his girlfriend Becky Dostal to the Harvester in Cheltenham recently. But the couple were plunged into a “nightmare” and left “shocked” when they were told everything on the menu had run...
by Miles Cheetham | Sep 8, 2016 | Digital World
The challenge is to meet customer expectations…and deliver fast! As old quotes go, that one from the movie Top Gun has always stuck with me. I never got to become a professional fighter pilot, but I guess working in product development has to run a pretty close...
by Miles Cheetham | Sep 8, 2016 | Digital World
Is payment your achilles heel? According to American Express, 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience! So, is the way your customers pay a weakness that’s silently holding back the potential...
by Jeroen Visser | Sep 8, 2016 | Project Management
Project management as an art form can learn a lot from Jazz Music – interpretation and improvisation being key….. In jazz, the skilled performer will interpret a tune in very individual ways, never playing the same composition exactly the same way twice;...
by Jeroen Visser | Feb 17, 2016 | Product development
A good business plan forces company leaders to think through the direction they are taking the company. A product plan does the same for a product manager. It elevates him/her from managing the day-to-day to becoming a product leader. There are countless companies who...
by Jeroen Visser | Jan 11, 2016 | Great books
Of course, there are many books on product development, innovation and customer experience, but we value these particular books. We think that you’ll find them useful as well, providing further insight and adding to your expertise in this fascinating space. ...
by Miles Cheetham | Jan 10, 2016 | Digital World
The digital world is here, and with it every business must re-assess its basic beliefs. People, businesses, household objects…everything is going online. The internet is everywhere, accessed fast and seamlessly through devices from the familiar to the surprising....
by Miles Cheetham | Dec 22, 2015 | Product development
Throw away the old textbook. Times are changing! If you’re developing products, there are a new set of principles to live by: Put the customer at the centre of everything you do Deliver a valuable product early Learn continuously and improve quickly Simplify Build...
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