Net Promoter Score or NPS is a big deal in customer experience measurement. Right now it's a critical marker in the banking world. As banks grapple with how they re-build consumer trust and confidence NPS is being used as a…
Well, it's unanimous then isnt' it? Somewhere between 2007 and today, the world went completely mad. Was it the convergence of financial strain caused by the GFC, a fuelling of fear from hate crimes around the world, the rise in consumption…
Time is ripe for a new type of business, a new class altogether A class that focuses on delivering an emotional response to consumers, on meeting an emotional need. Professionally marketed products focus on the benefits rather than the features while elite marketeers focus deeper…
Naming a product or organisation is a challenging task. Often organisations use internal expertise, who are subject matter experts who think a lot about what they do, their activities. Often the primary stakeholders - the customers are often left out. Here's a classic case.
Charities are now faced with a much more savvy audience. To succeed in current and future times charities must be able to prove their value. They must be able to communicate their impact and be able to quantify some element of it. Performance of charities will be critical as consumers become more aware, more skeptical and actually want to do more. Charities must think impact reporting and it must become part of their culture.
Here's nine things charities must do to ensure their relevance in the future: Have a clear vision that everyone from the board down is prepared to stake their reputation on. If you don't believe the vision and can't articulate how you're…
