Brand reputation
Reputation is measurable, and the measurement is not a satisfaction score with a new label. What the validated instruments actually capture.
measurement
Maximise growth through customer satisfaction
Satisfaction drives loyalty, loyalty drives profit — a chain that is real, weaker than usually claimed, and conditional on things most programmes …
Net Promoter Score
The most widely adopted customer metric in business, and the gap between how confidently it is used and how well it is evidenced.
Raising the visibility of marketing with the board
Marketing loses budget arguments it should win because it brings the wrong evidence. What changes when the metrics are built for a finance audience.
Unlocking employee commitment and performance
The link between employee engagement and business outcomes is one of the best-evidenced findings in applied research — and one of the most misapplied.