Perspectives

Integrating NPS with your Data Strategy
Integrating NPS with your Data Strategy 8 September, 2016 How can NPS be used to Inform Marketing? This white paper investigates how you can integrate NPS with your data strategy to inform data-driven marketing and drive further impact and... Learn More
Journey Mapping and Employee Engagement
Journey Mapping and Employee Engagement 18 February, 2016 SuiteCX Guest Article. One of the most compelling reasons to conduct a journey mapping exercise is to get employees in the room and find ways to make a positive organisational... Learn More
One Cadillac or Six
One Cadillac or Six 3 February, 2016 ‘One Cadillac or Six?’ takes away the mystery of understanding and measuring ‘customer life time value’. We reveal how life time value can be the starting point for growing your... Learn More
Targeted Customer Marketing
Targeted Customer Marketing 8 September, 2016 Is this the end of targeted customer marketing? We discuss the book How Brands Grow and help answer the question, how do we reconcile this inconsistency between Brand Science and... Learn More
Surprise and Delight in Loyalty
Surprise and Delight in Loyalty 12 May, 2016 Find out how to best use Surprise and Delight in your loyalty strategy without creating costly feelings of entitlement, and even to rescue high value customers after a poor service... Learn More
Loyalty Alchemy: Turning Points into Gold
Loyalty Alchemy: Turning Points into Gold 2 March, 2015 Using points to treat different customers differently is what we call CustomerScience®. Converting stored value into a proposition which is meaningful for each customer. Learn More
What’s the Big Deal about Journey Mapping?
What’s the Big Deal about Journey Mapping? 5 January, 2015 Journey maps allow you to specify the possible peaks and troughs in the experience you are providing your customers. We also call these peaks the ‘Moments-of-Truth’ (MOTs). Learn More
A Short History of Customer Experience (CX)
A Short History of Customer Experience (CX) 6 October, 2014 Delivering a consistently good customer experience requires the execution of a hierarchy of sequenced requirements, analogous to Maslow's hierarchy of needs in that each level must be satisfied. Learn More
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