The real power of NPS

Yesterday I was running a workshop with the leadership team of a major retailer. We were working through the learnings from a series of customer immersion which they had conducted the day before. This is an ongoing program where the members of the leadership team conduct a qualitative instore interview with a customer every 3[…]Read more

Posted on

What is the ROI of your research project?

If you are anything like most stakeholders who approve spend, before you sign off on anything, including research, you need to satisfy yourself that you will receive a good return on that investment. We get it, in fact it’s why we express the sum as an investment, rather than an expense. Gone are the days[…]Read more

Posted on