Patient experience is now a board-level metric in most health systems, but the NHS Friends and Family Test and other NPS-derived patient measures all have quirks the textbook NPS playbook doesn't address. Here's how NPS adapts to healthcare, what benefits it delivers, and where the limitations bite hardest.
Banks have more customer data than almost any other industry, and still lose customers they could have kept. Here's how to match retention tactics to each stage of the banking life-cycle, and why customer feedback and personalisation only work when they're tied to the journey.
"Customer journey map" has come to mean about five different things, depending on who's saying it, customer journey, user journey, buyer journey, user flow. The confusion shows up in every workshop. Here are the four main types, what each is actually for, and how to make sure you and your team are working from the same map.
Top-of-funnel, middle-of-funnel and bottom-of-funnel sound like marketing jargon, and they're three genuinely different problems that need different content, offers and metrics. Get TOFU, MOFU or BOFU wrong and the funnel quietly leaks. Here's a working definition of each, the tactics that fit each stage, and the metrics that show whether each stage is doing its job.
After 20 years of customer feedback data across multiple industries, three service attributes keep showing up as the drivers of 80% of loyalty. None of them is price. Here's what they are, why most organisations get them backwards, and how small businesses can deliver them as well as large ones.
Landing pages and homepages look similar from the outside and serve completely different jobs, one is a single-CTA conversion machine, the other a broad orientation page. Mix them up and both quietly under-perform. Here's the side-by-side, with what makes a good landing page (one CTA, audience-targeted, no navigation, offer in the first block) and where most teams blur the line.