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 [...]
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 [...]
In case you don't know, this is the wonderfully charismatic Nev Wilshere. Nev is the CEO of a company called Save Britain Money (http://www.savebritainmoney.co.uk/index.html). According to their website, the company 'provide a range of money saving services to the British public including; energy efficiency surveys and installation, renewable energy advice, pensions, mortgage reviews, online and [...]
