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
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 | 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. ...
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