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Join date: Oct 3, 2018
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Sep 20, 2018 ∙ 1 min
NPS & Beyond
In my book Good to Great CX, when I talk about NPS, I talk about ‘loyalty beyond reason’ or a score of 11 on a 10-point scale. This is...
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Aug 13, 2018 ∙ 1 min
Customer Journey Mapping Champions
A national retailer who had recognised the need to focus on customer had recently appointed a Chief Customer Officer, as well as...
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Aug 13, 2018 ∙ 3 min
How to ace that next interview
Research Research is critical to performing well in the interview. Review company and industry websites, articles and annual reports and...
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Isabella Villani
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