experience5 Archives - I J Golding

Introducing MapTrack.One: Adding accountability & predictability to the organisational approach to CX
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Introducing MapTrack.One: Adding accountability & predictability to the organisational approach to CX

Customer Journeys, CX Leadership, CX Measurement, CX Professionals

Introducing MapTrack.One: Adding accountability & predictability to the organisational approach to CX

Having worked with my good friend, Stefan Osthaus, for many years, it is never a surprise to constantly find him looking for new, innovative ways to help others improve their effectiveness in the field of customer experience. Like me, Stefan leverages decades of practitioner experience to support businesses and customer experience professionals in a consulting [...]

By Ian Golding|2018-09-13T12:07:56+01:00September 13th, 2018|Customer Journeys, CX Leadership, CX Measurement, CX Professionals|1 Comment

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

Customer retention and loyalty, CX Measurement, CX Professionals, CX Strategy, People

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 [...]

By Ian Golding|2017-08-02T16:38:11+01:00September 8th, 2015|Customer retention and loyalty, CX Measurement, CX Professionals, CX Strategy, People|0 Comments