#Waitrose

"Talk" one of the most important books for Business, Marketing, Finance CX and Insight pro

Here is the best piece of free consultancy I would give anyone involved in Retail or call centres or digital or Omnichannel etc. and want...

VoC 2.0 - We look at BoC (Behaviour of Customer)

7% of customer communication is through spoken words - I came across something interesting about the Voice of the Customer strategy that...

The myth of the customer survey

Last time I spoke about the myth of the single metric now let's apply some logic to the myth of the customer survey. Which is more...

The myth of the CX single metric - Playing roulette with your customer relationships

Today I want to talk about the myth of the single metric. It is one of the most damaging forms of bad practice today. As with all my work...

Sitel & Waitrose Emotion Audit - The road to Paris

We have made some big claims for emotion-score but could we back them up? The challenge from SITEL and Waitrose? Could we measure emotion...