Who loves a survey?

Who loves a survey?

There is an elephant in the insights room. We need to talk about surveys. Has anybody else noticed just how many companies send out customer satisfaction and feedback surveys? Whether you are asked to complete a survey actually in the shop itself, or via text as you arrive home, the ever-increasing requests to complete surveys seems endless! Compounding this B2B

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Friends Pivot Scene

Don’t be afraid to pivot

Referencing one of the funniest scenes in Friends and a line that I would say gets dropped the most when moving …. pivot pivot! Pivoting in business is something we should be open to. What is a pivot? A pivot can be a change in strategy, shift in positioning, finding the right customer. It can be based on research or

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The CX Principles that can guarantee a successful program – Part 4

The CX Principles that can guarantee a successful program – Part 4

At The Evolved Group, there are a number of CX Principles we follow to ensure we build successful CX programs. Essentially these principles are divided into four important groups – employees and customers, program owners, stakeholders, and the leadership group – and I’ll explore them in detail over the course of this year. This month’s focus is bringing issues to

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customer experience series

The CX Principles that can guarantee a successful program – Part 3

This month, I’m continuing my reflections on the CX principles that can guarantee a successful program. Last month we looked at the factors that build success amongst employees and customers including the importance of believing in the program’s values, being responded to when in need, being able to easily give feedback, being asked relevant questions and respecting people’s time. In

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