Monthly Archives: September 2010

Last month's Health Service Journal (26th August) highlighted the work of the NHS Institute for Innovation and Improvement, specifically in regard to experience based...
Booby Ball Canadian Fundraiser

In these austere times, few things cost our nation more than healthcare.  It’s been rising steadily for the last decade, and even an economic...

Much of our retail work involves in-depth assessment of customer attitude and behaviour, including the use of 'experience audits' - a kind of continuous...
Net Promoter Score (NPS)

Much has been written about Net Promoter Score (NPS) since its arrival in 2003, with its author Fred Reichheld describing it as the single...

In today’s highly competitive world, most of us have a choice about where to buy our products and what to be faithful to. And...

Benefit Maps are one of the key techniques in the Customer Faithful toolbox. By identifying and coding customer benefits in this way, marketing campaigns can...

As many business people don't have the time for books anymore, here's a weblink to his collection of videos on the idea network TED. Seth has built his own personal brand, based around the power of ideas, and how they can be harnessed to generate change and value.

Customer Faithful delivered the three things we needed most – a richness of detail about our customers needs, the ability to distill it into simple, clear recommendations for the brand. Top quality work.