In January, we asked you what you thought of your relationship with Deep-Insight so let me start by saying THANK YOU to everybody who completed our own Customer Relationship Quality (CRQ) assessment. Two years ago we had a CRQ score of 5.7 and a Net Promoter Score (NPS) of +37%….
Some years ago, the focus of NPS discussions changed. At least, in the USA they did. It used to be: “How do I measure NPS?” and now it’s: “How do I improve my Net Promoter Score?” Remember that Net Promoter Score is an American metric for customer advocacy. Europe is still a few years behind the USA. […]
Deep-Insight works with clients across all industries. From experience we know it’s tougher to deliver services consistently well in some industries than in others. One particularly tough industry is Outsourcing. Outsourcing services include IT, payroll, finance, manufacturing, call centres, washroom services and so on. In fact, there are very few functions and processes that have […]
It’s Good to Talk. If you’re as old as I am, you’ll remember the British Telecom (as BT was then known) TV adverts with this tagline. It was an incredibly effective advertising campaign which helped change consumers’ perceptions of the organisation. As it so happens, the same tagline is relevant to the sales and account […]
Am I better than the competition? If I got a penny for every time a client has asked “How do we compare against our competitors?” or “How are we doing against the benchmark for our industry?” I’d be a rich man. But the thing is that B2B benchmarking is not a good idea. Seriously. You should strive to be […]