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Loyalty research is heavily reliant on NPS. It is used by many organisations as a stand-alone measure of performance and as a benchmark by which to compare with competitors. Further reading: What is the Net Promoter Score? It’s a relatively simple measure and starts by asking the question: How likely are you to recommend brand […]
Customer Experience research is one of the most common research requirements amongst b2b organisations according to our recent study of decision makers. However, research suggests that just 4% of companies have customer experience programmes embedded within their organisations. Many companies state tracking customer satisfaction or experience is important, some of these will go on and […]
While the major focus of Nassim Nicholas Taleb’s book, ‘Fooled By Randomness’ is on trading and stock markets, there are some important insights which businesses can draw from his arguments and apply more generally to business decisions and strategy. The following are a few choice observations that business decision makers should bear in mind: Humans […]