Why is NPS the standard bearer for measuring the customer experience?

Will Anderson

November 12, 2017

Why is NPS the standard bearer for measuring the customer experience?

With NPS having gone mainstream, a good NPS has become an objective in and of itself. I think this is a problem. Read on to find out why.

Will Anderson

August 9, 2017

How to add more 'personality' into the service experience

Will Anderson

August 9, 2017

How to add more 'personality' into the service experience

In the pursuit of creating frictionless experiences, is there a danger we're being vanilla? Here are my thoughts and a potential solution by building more personality into the experience.

Will Anderson

March 27, 2017

Brand strategy

Here’s a thought: is being different something a brand should aim for?

Will Anderson

March 27, 2017

Brand strategy

Why I think businesses should focus less on how to be different, and instead on how to be interesting.

Will Anderson

February 27, 2017

Research, CVP

6 tips to delivering amazing customer value proposition projects

Will Anderson

February 27, 2017

Research, CVP

6 tips to delivering amazing customer value proposition projects

Our top 6 tips to delivering great CVP projects. If you want to improve your approach and get closer to the customer, then this post should really help.

Will Anderson

December 11, 2016

Welcome

Will Anderson

December 11, 2016

Welcome to our journal, this is where we capture and post things that interest us.