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Towards a driverless supply chain: the GPS paradox

The less a GPS is followed, the more it needs to recalculate. This is what I decided to call the GPS paradox. Lots of decision systems, including supply ch…

Article

NPS-score: a simple metric ... but what's next?

NPS is an important tool to optimise customer service. However, the score is only the first step in increasing customer satisfaction.

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The employee engagement gap

The main driver for engagement remains the intrinsic psychological meaningfulness of the job, work itself. Without purpose, there is no foundation for enga…

Article

Enhancing workplace efficiency with the Employee Effort Score

Discover how prioritising employee centricity and measuring employee effort can lead to happier employees who deliver exceptional customer experiences.

Article

Shifting from disposable to circular economies

There are so many ways in which resources and products can be used more consciously. But it’s not only consumers who should take responsibility.

Article

The link between NPS and eNPS

Engaged employees direct their energy towards the right tasks and outcomes, driving customer advocacy. But when it comes to engagement, other aspects matte…

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Bridging customer satisfaction & employee engagement for success

We see businesses putting a lot of effort into becoming customer-centric. In all these transformations, one major key is often forgotten: your employees.

Article

5 essential strategies for superior omnichannel customer experience

An exceptional customer experience is more than the sum of its parts: you need to orchestrate and architect every interaction, across all channels, to crea…

Article

Holacracy: power to the employees

Wouldn’t it be fantastic if every employee had easy access to a forum to transform all kinds of ideas on improvement into specific action?

Article

The art of piloting is in the cockpit

Or, how an instrument panel can mislead even the best pilots.

Article

Empowering innovation in your business

The biggest challenge is not the lack of ideas, but rather the fact that ideas do not make it to the desk of the right people or that nobody dares to or is…

Article

Optimal measuring tools for service excellence

Gain insight in the satisfaction scores of your customers by employing simple survey techniques and/or mystery shopping.

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