Does your business have a service element? Do you measure customer perceptions of the experience? If so, you might want to take a quick look under the bonnet. Let me share a story. It sounds far-fetched, but is true.
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The B2B research blog
Category Archives: B2B customer loyalty
I recently had the pleasure of being interviewed by legendary aviation journalist Peter Conway for Air Cargo News. Here are my edited musings…
In my last post I put forward the idea that every business should measure its performance against a stakeholder ‘Happiness Index’ with a particular focus on customers. As the customer’s voice within the organisation, responsibility for this index lies at the …
“[GNP] measures everything…except that which makes life worthwhile” said Robert Kennedy. Forty years on David Cameron has picked up Kennedy’s idea and instructed government statisticians to begin measuring quality of life in psychological terms. In a nutshell the idea is …
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