Monthly Archives: January 2016

Just seeking to hold on to customers isn’t enough in today's highly competitive world. So this post highlights simple way to use segmentation to improve customer loyalty. Why? Because many more customers change their behaviour than defect altogether.

After watching re-runs of Mad Men this week, we have been fantasising about working with Don Draper. And this isn't just because we like Mad...

Recent research commissioned by the Department of Health was seeking to identify the best single ‘overarching’ question to ask patients and service users about their experiences of healthcare. But using NPS has proven to be confusing for patients. We explain how and where to get the best out of NPS.

Do traditional loyalty techniques actually create value? In this first of two articles, I’ll challenge whether our expectation of loyal customer behaviour is true in the real world, and suggest some alternative ways to find loyalty in 2015.