Category Archives: Relationship Management

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Why Sample Sizes are Nonsense (in the B2B World)

Most of Deep-Insight’s work is based on helping large international B2B organisations run effective Customer Experience (CX) programmes. The key to running a good CX programme is understanding how to change the culture of an organisation to make it truly customer-centric, and that has to be based on regular high-quality conversations…

5 Generic Actions to Drive up your Relationship NPS Scores

On April 16, 2015, Posted by , In Net Promoter Score,Relationship Management

We run B2B customer assessments for large corporate clients in the Netherlands and elsewhere. Very often I get asked questions like this after we deliver the customer feedback to senior management:   “OK, you’ve told us what our customers think of us, but what do we do about it now?”…

Are you going to NPS me? Yes, I am!

This is the topic of a talk I’m giving this week at a conference in Melbourne. It is in response to another talk entitled “Are you going to NPS me? No I’m not” in which Dr Dave Stewart of Marketing Decision Analysis will be presenting the case that Net Promoter is a deeply…