Voice of the Employee (VOE) – Would you give your employees a seat at the board table?

I have been in the world of work since 1995. Akin to bringing up children, it is quite amazing how time flies!! When I left University all those years ago, I had little idea where my path of employment was going to take me. Today, as the master of my own destiny (a business owner), [...]

By |2016-09-26T14:20:09+01:00September 26th, 2016|CX Leadership, People|0 Comments

Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!

When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. The ability of a company to robustly and continuously capture a ‘fact based’ understanding of how capable they are of meeting customer needs and expectations is critical [...]

Why NPS is Useless in the Employee Space: Introducing the Great People Index (GPI)

More and more organisations are starting to consider how best to measure VOE - Voice of the Employee. Capturing 'employee perception' and aligning it to 'customer perception' is critical in building a robust customer centric measurement system. Increasingly, businesses are looking to deploy eNPS - the Employee Net Promoter Score - but is it the best [...]

The customer feedback experience – an experience not to be taken for granted!

Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. [...]

By |2015-04-15T13:05:40+01:00April 15th, 2015|CX Measurement, CX Strategy|5 Comments
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