Customer Insight Tag

25 Sep Customer strategy: The ROI of marketing personalisation

Posted at 13:20h in News & Insights

By 2020, customer experience is expected to overtake both price and product as a key brand differentiator. Not all customers are equal, there is no ‘single experience’ that meets everyone’s needs. Every customer is different, and they respond in different ways. Personalisation is by no means...

15 May Using the Voice of the Customer to capture much more than an NPS score

Posted at 09:54h in News & Insights

When we use the term Voice of the Customer (VoC), most people will automatically think of Net Promoter Score (NPS) or some form of customer satisfaction measurement tool. VoC actually refers to the way a brand captures customer feedback, and how they analyse and interpret...