Let’s cut to the chase: a truly successful enterprise feedback management programme (EFM) is designed with the corporate strategy central to the programme and has links to seven key functions of an organisation, starting with the C-Suite.
The majority (62%) of people around the world think things in their country are on the wrong track. Unemployment currently occupies the top spot for global concern with 38% saying this.
This white paper outlines key tenets of the roadmap for target-setting success. We will address the importance of determining the right overall VOC measures and laying the right foundations. This includes establishing a target time horizon for corporate VOC targets, determining relevant KPIs, cascading targets to operational units – and then tracking performance against targets.
New data from Ipsos Global @dvisor shows that many across 23 countries around the world think that their society is broken, while feeling a lack of confidence in establishment institutions - especially political parties, governments and the media.
Explore the causes, effects and changing nature of customer service expectations. Our latest data suggests that expectations have a role to play in understanding the link between the day-to-day of customer experience and overall brand relationships.
Breakthrough innovations are critical to the future success of your organisation. Why? Because they can yield more than double the returns of non-breakthrough innovations.
A system designed to measure the quality of the experiences and interactions that customers have with a brand or service across all touch points, and to drive customer centric action plans within organisations.
Ethnography is a qualitative research technique, characterised by spending extended periods of time with people. We immerse ourselves in their world so we can observe and understand what they say, what they do and how they do it.
