Articles 

Closing the loop of customer success

It’s easy to fall into the trap of concentrating on the customers who love what you are doing. It makes your life easier and feels a lot nicer. However by doing so, you’re missing out on the most significant opportunity you have: converting today’s detractors into tomorrow’s brand advocates.
 

NPS is broken - here’s how to fix it

If you’re taking your Net Promoter Score (NPS) in isolation as a metric of success or failure, you’re not only letting yourself down but your board and customers too.



 

Why company culture matters

If you type ‘great company culture’ into Google, you’ll find many examples of organizations who claim to have found the silver bullet to keeping smiling, happy and productive employees, who sing the praises of their organization day in day out.
 

The culture and employee engagement equation

Sending out an annual survey to employees to assess internal culture is a common practice for many people and culture professionals. The problem is that companies often focus exclusively on measuring engagement rather than opportunities to improve it.
 

Lifting the lid on employee engagement

When developing your next employee engagement strategy, make sure it's supported by great data that truly captures the voice of your employees.


 

Successfully navigating change management

Getting employee buy-in on transformation plans is crucial. The only way forward is getting their input - but how to analyze all that data?