Research-based insights that help clients make important decisions. Specialists in corporate reputation auditing and value proposition design based on ‘jobs to be done’ insight.
Building a high NPS® and strong reputation in 4 steps
March 16th, 2021
There are, of course, many different ways to increase a Net Promoter Score. Tracking advocacy and corporate reputation since 1999, we have observed four steps characterising a range of businesses. Step 1: Eliminating service failure risks (drivers of negative Net Promoter Scores), poor value for money perceptions, and avoiding ethical breaches Step 2: Building market […] Read More
Deepening Enterprise Understanding of Influence
January 19th, 2021
Influence is the key stakeholder engagement outcome, but it is sometimes hard to get a clear view of the enterprise and its relationships. Everyone has an opinion biased by their own perspectives. In more accountable times, well-designed stakeholder surveys can deliver independent feedback on an enterprise’s effectiveness, which can be very revealing, especially for large […] Read More
The Stakeholder Engagement Win-Win
December 16th, 2020
The ultimate goal of much stakeholder engagement work is influence, and some may aspire to be a ‘trusted’ advisor and thought leader. Our research suggests that first, you must earn the right to influence through having all the pieces in place. To truly influence, you must be willing to be influenced with most stakeholder relationships, […] Read More