Perceptive Team - 23 April 2024
Leading and managing people is a tough game in the world of business today. In the wake of declining workplace well-being and mental health, companies are struggling to address a number of issues that detract from employee engagement. A 2024 study...
Perceptive Team - 15 April 2024
Most business leaders are aware they need data to make informed decisions. So much so, a recent study of New Zealand C-suite, senior managers and IT managers found 33 per cent saw "data-driven insights to support decision-making" as the biggest tech...
Perceptive Team - 09 April 2024
Are you going through lots of effort to send your surveys out (or are you smart enough to have an expert do it for you?), then get excited when you get the results back, only to see that you actually don’t have many responses at all? Customers...
Perceptive Team - 12 March 2024
Segmentation is something that businesses should do periodically to understand what customer needs have changed—and how to better meet those needs. And the most successful market segmentation exercises follow a plan. From setting out your objectives...
Perceptive Team - 24 January 2024
Today’s marketers are operating in a volatile market. Consumer expectations are changing, markets evolving, customer channels continue to fragment, and now in 2024, budgets are being scaled back. To add to this scenario, there’s a constant need for...
Perceptive Team - 08 November 2023
With many financial services companies facing customer loyalty issues, a major challenge is trying to retain fickle customers who are always looking for the best deal. Here we'll go through how you can create a solid customer experience map to help...
Perceptive Team - 31 July 2023
Adopting design thinking (DT) strategies can help you innovate in your business and processes, develop new products and develop a positive culture, where customers are always at the centre. This will boost not only your customer retention, but also...
Perceptive Team - 12 July 2023
ROI, engagement rate and conversion rate: these are three of the most commonly used metrics used to assess marketing effectiveness and performance. So much so, in 2016 Deliotte found that CMOs rely on these three metrics above all others to measure...
Perceptive Team - 04 July 2023
Due to digital disruption, customer loyalty has been an issue for companies, despite their efforts to retain them best they can. Today, we are able to continuously evaluate new products and providers and really, we’re consumers round the clock, non...
Perceptive Team - 07 June 2023
A recent Perceptive study has found that over half (55%) of Australian general insurance consumers are considering moving to another provider. “While providers risk losing market share as customers search for a better offer, there’s a major...
Perceptive Team - 26 May 2023
Digital consumer behaviour is one of the most important metrics that any modern marketer can measure—but we’ve noticed that people are often getting overwhelmed by the sheer number of tools and metrics out there. After all, everyone claims their...
Perceptive Team - 07 March 2023
It’s well known that AI, machine learning and data modelling are helping businesses become more cost effective, increasing productivity, and freeing up employee time to focus on innovation, creative problem solving and customer experience. However,...
Perceptive Team - 07 March 2023
The last decade has seen marketing technology (martech) progress in leaps and bounds. While this technology is helping businesses to refine their customer experiences, it’s also pushed CX into new territory, lifted customer expectations and...
Perceptive Team - 07 March 2023
New research has found technology leaders in the business world doubled down on their tech investments during the pandemic to great success. They are growing five times faster than technology laggards. What is it these companies are doing...
Perceptive Team - 07 March 2023
Digital transformation, martech, cloud computing, IoT: these words are rapidly becoming part of the everyday business vernacular. With the pandemic accelerating the rate of digitisation, digital adoption and transformation by as much as six years,...
Perceptive Team - 01 March 2023
You may know what your Net Promoter Score (NPS) is, but do you know if it's enough? Below you’ll learn how to tell if you have a ‘good’ NPS, along with strategies for improving for your NPS and ways to leverage NPS to grow your business. Contents...
Perceptive Team - 27 February 2023
In this blog, we're focusing on best practice customer experience and how the most successful financial services businesses get it right. At the end of this post we’ll give you some pointers on how to overcome your customer experience challenges....
Perceptive Team - 20 February 2023
When transitioning to become a customer centric business, your business will encounter many challenges. Having a solid change management strategy will prevent many mishaps from becoming bigger issues. Here are seven things to bear in mind when...
Perceptive Team - 17 January 2023
Brand health is a broad measure to track. A holistic view of brand health is made up of qualitative and quantitative brand health metrics that would challenge even the most attentive brand manager. However, if you learn the KPIs that matter and...
Perceptive Team - 25 October 2022
You’ve probably heard the stereotypes: Baby Boomers are hard-working but out-of-touch, Millennials are tech savvy but lazy, and Gen Z are progressive but narcissistic. While generational analysis may have its uses in understanding macro shifts in...
Perceptive Team - 18 October 2022
If you’re looking to take your brand tracking up a notch or three, consider combining it with customer segmentation and data science. Working together, these three aspects of brand, audience and data analysis can provide a precise and granular road...
Perceptive Team - 11 October 2022
While there are no blanket rules when it comes to segmentation, it’s important to note how market and customer segmentation can differ depending on the type of buyer your product or service appeals to, especially if you’re a business that sells to...
Perceptive Team - 04 October 2022
If you’re new to segmentation, it’s easy to get overwhelmed with the various methodologies, especially when many use interchangeable terminology. To help, here’s a list of the different types of segmentation, when you should use them, and the...
Perceptive Team - 27 September 2022
As its name suggests, psychographic segmentation is a form of segmentation that groups consumers and/or customers according to various psychological factors. Unlike demographic, geographic or behavioural segmentation that deal with factors such as...
Perceptive Team - 20 September 2022
While progressive segmentation (also known as progressive profiling) has been around for a while, it’s fast becoming a popular way to better understand consumers. With the advent of CRMs that give businesses a one-stop-shop for managing their...
Perceptive Team - 13 September 2022
If you’re looking to do more with your customer segmentation, take a look at these seven advanced segmentation strategies. From re-evaluating and refining your segments to discovering new customer groups that have flown under your radar, these...
Perceptive Team - 05 September 2022
When it comes to building superior customer experiences, the better you know and understand your customer, the better and more tailored an experience you can offer. While having a good grasp of your key customer demographics, such as age, gender,...
Perceptive Team - 08 August 2022
The last few years have arguably seen more changes to the way we work than anything we’ve seen in the last 30. Moreover, with remote work fast becoming part of the norm, a renewed focus on employee experience and well-being, changing work...
Perceptive Team - 01 August 2022
You’ve set up your employee feedback system, have made sure it is anonymous, measures your employee experience, engagement and/or satisfaction, and are regularly collecting feedback from your workplace. But if that feedback is not all rosy—and it...
Perceptive Team - 25 July 2022
It’s no secret that the war for talent is on. Skills shortages in a number of industries combined with higher staff turnover in the wake of Covid-19 are putting pressure on hiring and businesses. To avoid losing your best staff, here are four...
Perceptive Team - 18 July 2022
The pandemic has fundamentally changed how we work. With remote and hybrid work going from a stop-gap measure to the preferred working model to the new expectation, managers and business leaders are having to rapidly evolve their workplace practices...
Perceptive Team - 11 July 2022
Workplaces and employees have undergone radical change in the last few years—from the pandemic to new ways of working, adapting to new digital transformation technologies and navigating the Big Quit. As a result, employee engagement has shot up the...
Perceptive Team - 05 July 2022
You may have heard of the Net Promoter Score (NPS) mentioned in relation to measuring customer retention and customer loyalty levels. It’s a metric often used in alongside referral rates and word-of-mouth. Understanding the NPS score NPS is a survey...
Perceptive Team - 04 July 2022
The events of the last few years have caused many Kiwis to rethink careers and what they want out of their jobs. When the Great Resignation hit the US in 2021, New Zealand businesses and economists alike wondered if we’d soon experience a similar...
Perceptive Team - 11 May 2022
When your company is losing valuable customers, you're losing capital and, potentially, damaging your reputation too. You need to know what you’re doing wrong—and rectify it. Easier said than done. All too often, we see people making the same...
Perceptive Team - 02 May 2022
Monitoring the competition is more than simply keeping tabs on what your competitors are offering. Running brand tracking that compares your brand to the key movers and shakers in your market is not only good business but also a matter of keeping up...
Perceptive Team - 26 April 2022
The best brand health metrics are those relevant to your business. With that in mind, here are the most common metrics we track along with the ones that ambitious brands should know. 1. Funnel metrics: awareness, consideration, preference Awareness,...
Perceptive Team - 18 April 2022
Brand attributes are a vital component to brand health. Understanding them helps you hero the features of your brand customers are drawn to, and ultimately make them choose you over a competitor. If you’re new to brand attributes, here’s a 101 on...
Perceptive Team - 11 April 2022
Brand personality is a critical component of any business’s brand health. They can distinguish your brand from your competition, drive word of mouth, customer loyalty, and cement your business in the heart and mind of consumers. They are also...
Perceptive Team - 04 April 2022
There are a lot of ways a business can reap rewards from brand tracking, but certain brand tracking errors can leave you with insights that are meaningless to your business and its strategic objectives. To make sure you get the most out of your...
Perceptive Team - 29 March 2022
Make market research easier for you and your team. Ask these five simple questions to determine whether a particular segment is the right target for your offerings. Read more: Understanding your audience, the complete guide to market research. 1. Is...
Perceptive Team - 28 March 2022
Not sure brand health tracking is for you? If you’re a growing business looking to scale, here are six signs to help you decide if you need a brand tracking programme. 1. You don’t know how aware people are of your brand Brand tracking can help you...
Perceptive Team - 23 March 2022
Short of new leads and tracking your sales, it can be difficult to understand how effective your brand’s marketing activity is at not only building general awareness but also influencing customers’ path-to-purchase. Proving the worth and return of...
Perceptive Team - 10 March 2022
When it comes to the Net Promoter Score® (NPS), don’t make the big mistake that many businesses do: to use NPS in isolation. Instead, learn use NPS to get a holistic view of your performance and how to innovate using the data you derive. NPS is a...
Perceptive Team - 07 March 2022
Undergoing a complete brand health check is like any other health check you would undertake; much like when you go to the doctors and have to complete several tests to determine where it hurts, or why. There are usually multiple layers to examine,...
Perceptive Team - 14 February 2022
6.64 billion.This is the number of people worldwide who have a smart phone as of February 2022. Percentage wise, it works out to be 83 per cent of people who own a smart phone. Combined with easy access to social media and search, consumers now have...
Perceptive Team - 28 September 2021
Research from NZIER and Xero recently found that for every dollar invested in organisational well-being, the financial return average was between five and twelve times within a year. Meanwhile, the ROI on Employee Assistance Programmes (EAPs)—which...
Perceptive Team - 28 September 2021
With Covid-19 illuminating the need for employee wellbeing and mindfulness, more and more businesses are actively measuring their employee well-being. A well workplace not only improves your employees’ health on a range of levels, but it also has...
Perceptive Team - 28 September 2021
Looking to implement a well-being programme but not sure where to start? Follow these five steps to get your plan off the ground. 1. Get leadership buy-in Just as organisational culture starts at the top, so does wellness and well-being. Leaders are...
Perceptive Team - 28 September 2021
Just as well-being is holistic, a workplace well-being programme needs to cater to employees from all walks of life rather than the common denominator. A diverse workplace brings about many benefits, particularly in performance, innovation and risk...
Perceptive Team - 28 September 2021
2020 saw working from home fast become part of the new normal, shifting from roughly 5 per cent of employees working remotely to between 20 to 30 per cent[1] and 50 per cent of employees stating they don’t want to go back to the office full-time....
Perceptive Team - 28 September 2021
According to Gallup, employees who experience burnout are 63 per cent more likely to take a sick day, 23 per cent more likely to visit the emergency room, 2.6x as likely to be actively seeking a different job. Managers are particularly high risk as...
Perceptive Team - 28 September 2021
Managers have a profound impact on employee well-being, more so than any other factor in the workplace[1]. While C-suite leadership might set the agenda of your employee well-being programme (or any business initiative for that matter), managers are...
Perceptive Team - 28 September 2021
There’s more than one type of well-being and while physical well-being is important, it’s not the be-all and end-all. Emotional/mental well-being along with social, financial and career well-being all play a role in the overall state of health of...
Perceptive Team - 22 September 2021
Customer experience is changing all the time. In the last few years, we’ve seen massive changes in how consumers interact with brands and what they’ve come to expect with those experiences. Today, people want and expect a full-service experience....
Perceptive Team - 15 September 2021
Marketing has changed—and we're the ones changing it. As consumers focus more and more on online purchases and, more recently, with Covid-19 causing a surge in the uptake of eCommerce, organisations are fast pivoting their traditional and digital...
Perceptive Team - 08 September 2021
To achieve outstanding results for your business, you have to deliver outstanding customer experiences. In our dynamic and digitally savvy marketplace, where customers are demanding and expecting more, the customer experience (CX) and customer...
Perceptive Team - 08 September 2021
What are you doing to keep your existing customers? If not much, then you probably need to read this. Having an effective customer retention strategy is more than just a sound business decision—it’s crucial for keeping your business, well, in...
Perceptive Team - 06 September 2021
The Net Promoter Score system is one of the most popular customer experience tools available today. It seeks to measure customer satisfaction as well as loyalty, using a single, simple score between -100 and +100 to translate a myriad of confusing...
Perceptive Team - 01 September 2021
Thanks to the digital disruption of today, businesses are faced with new challenges of how to interact with their customers. In order to not loose any customers and to keep up with new developments, businesses need to follow through on these three...
Perceptive Team - 01 September 2021
Here we list the top five reasons the Net Promoter® Score (NPS) increases your customer satisfaction, plus is a great measure to determine how competitive your business is. 1. Measure customer loyalty If a customer is happy with your products and...
Perceptive Team - 25 August 2021
Today, digital forms an integral part of companies—as much as HR or sales, if not more. Digital channels and technology such as mobile, the cloud, gamification, cognitive computing, social media, and most recently generative AI, have disrupted the...
Perceptive Team - 07 July 2021
One of the biggest challenges for CEOs today is how to genuinely connect with customers. As Joel Kessel, president of Kessel Communications says in his own words: CEOs must continue fighting the urge to be lured by the latest and greatest shiny new...
Perceptive Team - 14 June 2021
By 2025, humans will create 463 exabytes of data every day1. That’s 463,000,000 terabytes. And new technologies mean we can explore and gather this data in sophisticated and exciting ways, allowing us to connect, innovate, modernise and fuel our...
Perceptive Team - 20 April 2021
Having the ability to accurately measure your brand’s share of wallet can be a huge asset in optimising your marketing and promotional strategies. Share of wallet is the amount an individual customer spends with your brand compared to the amount...
Perceptive Team - 12 April 2021
Having a happy and engaged workforce willing to put in the hard yards over the long term will help build and raise your customer satisfaction levels. It’s no surprise that CX industry leaders motivate employees to do their best to live up to the...
Perceptive Team - 23 March 2021
There’s no one way to build out a customer profile. Today, businesses can draw on a variety of data sources to create an in-depth picture of their customers—from who they are and what they need and want to what they think and feel, and how they...
Perceptive Team - 10 March 2021
What is business intelligence? Intelligence is the ability to acquire and apply knowledge. Business intelligence follows this same definition but in a commercial context. And while acquiring knowledge and putting it to use is simple in theory, the...
Perceptive Team - 10 March 2021
Know your customer. It has become a mantra for marketers around the world. To be competitive in today’s marketplace, businesses need to stay relevant and understand the needs of their customers. And what better way to plump the depths of customer...
Perceptive Team - 04 February 2021
This research was featured in Stuff.co.nz in 4 February 2021. Read the write up here. Last year, Perceptive surveyed 1000 New Zealanders about their Christmas spending intentions. Did we plan to spend less or more? What would we buy? Would we...
Perceptive Team - 15 December 2020
Christmas has always been an important time of year for Kiwi consumers—and the businesses they buy from. However, 2020 has seen the mindset and behaviour of many New Zealanders shift. Over the last nine months, nesting has come to the fore as people...
Perceptive Team - 26 August 2020
Reliance on the cloud was never more prevalent in the opening weeks of April 2020. As Covid-19 took the world unprepared, forcing businesses to close their doors and rapidly adapt their models to the online world. Since then, shopper behaviours have...
Perceptive Team - 24 August 2020
In the same way COVID-19 has sped up the e-commerce trend, it had challenged the conventional view that offices are critical to productivity, culture, and securing top talent. At the beginning of Alert Level 3 in March, we saw businesses scramble to...
Perceptive Team - 08 July 2020
While coronavirus is not the first crisis to hit New Zealand, it has arguably had the biggest, most far-reaching impact on the everyday lives of Kiwis this side of the millennium. The GFC and the Christchurch earthquakes have taught us that brands...
Perceptive Team - 01 July 2020
COVID-19 has rocked the business world. Priorities have changed and consumer behaviours and attitudes have shifted. Business has slowed; budgets have tightened. The consensus: now is not the time for assumptions and ineffective spending. It’s time...
Perceptive Team - 22 April 2020
Customer trust is a major issue for financial services, particularly in the banking industry. So much so, that it is essential for financial services to develop strong relationships with their clients to turn one-time customers into lifetime...
Perceptive Team - 16 April 2020
Data science has come ahead in leaps and bounds in the last decade. With the increase in technologies and computing power, algorithm designs have become more sophisticated, data infrastructure less costly, and the automation of many business...
Perceptive Team - 30 March 2020
Events such as COVID-19 have shown us how valuable it is for businesses to have the capability to let their staff work remotely. Allowing employees to work from home gives them more freedom to work flexible hours and manage their work around other...
Perceptive Team - 25 March 2020
In 2019, 46 per cent of the global workforce did not experience the behaviours of a great workplace. Savour that number a moment1. Forty-six per cent. Nearly half of the world’s workers. “Employee Experience (EX) is not a HR problem, it’s a company...
Perceptive Team - 24 March 2020
Corporate social responsibility (CSR) is fast becoming a buzzword in the business world. Companies are not just expected to stimulate the economy and provide products and services to the community—they are expected to do good as well. From...
Perceptive Team - 24 March 2020
A toxic workplace can drag on your employee experience, make your staff unproductive, unwell and headed for the door. With 300,000 Kiwi employees (11 per cent of workers) saying they have experienced discrimination, harassment or bullying at work in...
Perceptive Team - 24 March 2020
Time and time again research has proven that diverse companies have better creativity, innovation, productivity, stronger talent, and customer service. In short, diversity gives your businesses an edge. And companies that excel in diversity are...
Perceptive Team - 24 March 2020
The link between engaged employees and business success has long been documented. Engaged employees are motivated, productive, will go the extra mile, and are better creative thinkers and team builders. But what we’re seeing is businesses confusing...
Perceptive Team - 24 March 2020
In the 1990s a landmark study provided concrete evidence for what many businesses had intuitively known for years: engaged employees improve customer retention, customer satisfaction and a business's bottom line. Thirty years later, employee...
Perceptive Team - 21 March 2020
If you've been using NPS for a while, you may be making these Net Promoter Score mistakes without even knowing about it. Many companies do, so once you get over the initial shock horror, get on to devising a strategy for success. Related content:...
Perceptive Team - 27 February 2020
Developing a customer journey map means you can understand the journey your customers take when interacting with your brand, identify the gaps in your offering and, most importantly, know what’s working well and what isn’t. What is a customer...
Perceptive Team - 13 February 2020
As an aspiring CX leader or champion, it's essential to understand the four elements that leading customer experience businesses excel in: self-evaluation, knowing their customers, customer journey understanding, and critical touchpoint...
Perceptive Team - 18 November 2019
The insights gleaned from customer data are some of the most valuable pieces of strategic understanding you have to upgrade your company and ultimately become more competitive. But where should a company start? Here, we go through where to start,...
Perceptive Team - 06 November 2019
“The idea that the customer experience can be managed is a joke”. This hard-hitting line comes from Matt Watkinson, CEO at Methodical and author of The Ten Principles Behind Great Customer Experiences. You might wonder why a man in his position...
Perceptive Team - 30 October 2019
Businesses are ‘communicating’ but they aren’t talking. They’re sending out updates and blogs and emails and endless, endless social media messages, but they aren’t having a two-way conversation. They’re speaking, but aren’t listening, and worse,...
Perceptive Team - 23 October 2019
Employee experience (EX) has become something of a ‘magic bullet’ for a lot of businesses. It feels like there are few positive outcomes that it hasn’t been linked to: better revenue, better engagement, better customer experience; better everything...
Perceptive Team - 16 October 2019
Software-as-a-service (SaaS) has offered the software development community new ways to create quality products—but have we missed a potential disaster in the euphoria of iterative and agile development methods? Could we have inadvertently forced...
Perceptive Team - 16 September 2019
Good market insights do more than provide you a measure on how you’re tracking in terms of your business’ performance. They also help you to focus on what's working in your marketing—and what isn't. If you’re not using market insights, here’s what...
Perceptive Team - 13 August 2019
It's no secret that improving your customer experience is key to business growth. Enhancing the experience your customers have with your business means customers are more likely to return and recommend you to others, which in turn boosts your sales...
Perceptive Team - 11 July 2019
Advances in social channels, media and marketing, along digital innovations in how we analyse data, are creating intelligent automation techniques and systems that will be total game changers when it comes to creating value for customers. In this...
Perceptive Team - 08 July 2019
Many companies find that 80 per cent of their revenue comes from 20 per cent of their customers—but what does this ‘20 per cent’ look like, and more importantly, how can you segment out these valuable customers in your own business? Read more: How...
Perceptive Team - 24 June 2019
People don’t like change. Ask any food brand that has adjusted a much-loved recipe, or a retailer that has stopped stocking a certain product, or a professional services business that has had to say goodbye to a popular staff member. Customers like...
Perceptive Team - 18 June 2019
Brand funnels are a cornerstone of effective business strategy and a key part of an overall business health checkup. There are multiple layers to examine and doing so can reveal underlying challenges and opportunities for a brand that is trying to...
Perceptive Team - 11 June 2019
Brand data is the fuel that powers the engine of your business—but are you running on fumes or premium unleaded? These are the three traits of data that every brand manager should aim to achieve: 1. Real-time Successful businesses share many traits,...
Perceptive Team - 21 May 2019
No one likes a negative score, but it’s not something we recommend anyone actively avoid—or exclude—even if a score is a result of human error. Retaining all your survey responses is best practice and better for your business all round, because, in...
Perceptive Team - 07 April 2019
Your Net Promoter Score (NPS) can assist with nearly every part of your business, from experience through to retention and loyalty. However, it's also a powerful tool for helping you uncover key customer needs at different stages in their buying...
Perceptive Team - 12 February 2019
Segmentation is the key to successfully discovering and defining your target audience. With it you can uncover unmet customer needs and new opportunities, and pave the way for more tailored marketing, promotions and products for your customers....
Perceptive Team - 09 December 2018
If you feel that you've tried everything but your Net Promoter Score (NPS) is stagnant or you simply want to improve it, you've come to the right place. Here, we list three Net Promoter Score strategies that, if used correctly, can make your NPS...
Perceptive Team - 07 December 2018
Lack of proper preparation or implementation is where most companies fail—but that's just the start of the concerns for any business looking to segment their audience and better target their most valuable consumers. Here, we list four of the biggest...
Perceptive Team - 03 December 2018
If you want to get a complete picture of your business, incorporating your Net Promoter Score℠ (NPS) into your reporting is essential. Calculating your NPS does more than measure customer loyalty. It indicates how well your business is...
Perceptive Team - 21 November 2018
A team that works well together and gels, both on and off the playing field, is one that achieves results. A high level of employee engagement is closely tied to business outcome, so creating a positive culture and a well-functioning team is...
Perceptive Team - 12 November 2018
Ever wondered which industry people are recommending the most? Based on the latest figures from our own NPS benchmarks reports for 2018, we’ve looked at the top Net Promoter Score industries in Australia. The 3 top performing industries in Australia...
Perceptive Team - 12 November 2018
To measure your whole brand and get a holistic view of your brand health, you need to find the right metrics to measure rather than measuring isolated metrics that may not present the full picture. This blog features the most common metrics to...
Perceptive Team - 05 November 2018
Learn the difference between data and information in business, and discover what your enterprise needs to leverage your market research to its fullest. Read more: Get data smart [Free Guide] Data versus information Put simply, data is a number,...
Perceptive Team - 12 October 2018
Wondering if your telecommunications business's Net Promoter Score is up to standard? See below for your industry's benchmarks. Looking for more general information? Check out our blog on What is a good NPS score. Telecommunications NPS score bands*...
Perceptive Team - 27 August 2018
Looking for a new way to segment your target audience? This is everything you need to know about the 6 types of market segmentation: demographic, geographic, psychographic, behavioural, needs-based and transactional. Demographic Demographic...
Perceptive Team - 20 August 2018
Market research involves a lot more than just sending out a customer survey. You need data to mine, tools with which to mine it, and expertise throughout to plan, operate and analyse the insights. For many companies, this is simply too much...
Perceptive Team - 15 August 2018
Market research is an integral part of successful business, but it can be a significant investment for smaller businesses. Reduce your initial costs with this curated list of some of the best free market research tools available on the web. Read...
Perceptive Team - 24 July 2018
Ever wondered which industry people are recommending the most in New Zealand, and why? Based on the latest figures from our own NPS benchmarks reports, we’ve looked at the industries with the highest NPS. Below are the top performing NPS industries...
Perceptive Team - 11 June 2018
As part of your Net Promoter Score (NPS) survey, we recommend including a follow-up question that measures customer retention. This question provides a good indication of the likelihood of gaining repeat business and also provides useful insights to...
Perceptive Team - 04 June 2018
If you’ve conducted a Net Promoter Score (NPS) survey recently, chances are you’ve identified one or two key areas that your business could improve on. You make the necessary operational changes to address these issues—job done, right? Wrong. The...
Perceptive Team - 07 May 2018
If you conduct regular Net Promoter Score (NPS) surveys to get customer feedback, gauge sentiment, brand health and likelihood for repeat business, chances are you’ll know who your most valuable customers are. These are the customers who give you a...
Perceptive Team - 30 April 2018
Analysing your customers' major pain points is a simple, but not always easy, way to improve retention and reduce customer churn. The key? Identify the issues and their root cause(s). Here are a few pointers to help. 1. Ask what they would improve...
Perceptive Team - 16 April 2018
Handling with customer complaints is often seen as one of the least pleasant parts of doing business—a necessary evil that exists to maintain your reputation. However, the reality is that customer resolutions are a source of enormous value for any...
Perceptive Team - 09 April 2018
After the conclusion of a survey, you’ll normally have a huge number of comments, which can be daunting to analyse. You could go through them one-by-one and cross-reference the comments against user data—but this takes a huge amount of time and...
Perceptive Team - 22 March 2018
Have you got the NPS edge or are you falling behind your peers in the insurance industry? Compare your performance against the competition with these research-backed NPS averages and get expert advice on common methods to improve. Looking for more...
Perceptive Team - 19 March 2018
Uncovering the reasons for a low NPS score is a priority for many businesses this year—but it’s often not as complicated a reason as they may think. Chances are, the problem will be one of these four common issues. Customer service Customers want to...
Perceptive Team - 15 March 2018
Want to know how well your hotel business is performing against its peers? Here’s everything you need to know about comparing (and improving) your NPS in the hotel industry. Looking for more general information? Check out our blog on What is a good...
Perceptive Team - 13 March 2018
In our increasingly over-saturated business environment, the main challenge companies have is cutting through the marketing maelstrom. We're here to provide a few timely answers. The lay of the land has changed Today, brands must be online for one...
Perceptive Team - 28 February 2018
What's the difference between paid, owned and earned media? If you're new to marketing, it's important to understand the different types of media a business can use, how they impact each other, and most of all, how to effectively leverage each kind....
Perceptive Team - 26 February 2018
Net Promoter Score (NPS) is a supremely useful tool—in more ways than one. Not only can it tell you the likelihood of gaining repeat business, it can also serve to gauge the overall health of your business. What NPS reveals about your business...
Perceptive Team - 19 February 2018
Net Promoter Score, or NPS, has quickly become one of the fundamental metrics for successful businesses. Deceivingly simple, this single number acts as a way for everyone from CEOs to small business owners to keep their finger on the pulse of their...
Perceptive Team - 17 January 2018
When it comes to improving the overall customer experience for your brand (and subsequently your profitability and ROI in the long term), you'll want to start by understanding your customers first. Gathering and analysing your customer feedback—for...
Perceptive Team - 27 November 2017
The right customer feedback can revolutionise a business, grow its user base and earn loyalty from existing customers—as long as it is gathered and actioned correctly through the right customer experience software. The right customer feedback...
Perceptive Team - 08 November 2017
Word of mouth (WOM) is what people are saying about your brand, both on social media and in the offline world. WOM marketing is seen as the authentic and extremely influential promotion of your brand amongst peers—and it's a total game changer. For...
Perceptive Team - 01 November 2017
When creating your personas, you’ll want to ensure you’re asking the right questions to get the information that you need. Here, we’re sharing our best tips on how to develop your buyer personas—including the questions to ask when you do. Why...
Perceptive Team - 24 October 2017
Most experiences customers have with brands today take place online. Subsequently, customer service and the customer experience management has, as a whole, shifted to the owners of these channels—the marketing department. This has created a whole...
Perceptive Team - 09 October 2017
Every company has its own unique set of customer misbehaviours—but there are a few consistent problem-causers across every industry. Here's how to spot yours, and what you can do once you've uncovered them. What is customer misbehaviour? Customer...
Perceptive Team - 04 October 2017
If you're new to the concept of Net Promoter Score (NPS) and are not sure what benefits it has or why it is a better business metric than the ones you’ve used until now, you're not alone. To help you navigate this new metric, here are five reasons...
Perceptive Team - 14 September 2017
When wanting to boost your brand profile, it can pay to be creative. Here are three ways that can have a big impact on how your brand is viewed by your customers. Read more: How to track, measure and improve your brand health, our free online guide....
Perceptive Team - 24 July 2017
New business is the food of a growing company; but your customer retention rate is oxygen. You can live a little while without new business, but you'll quickly suffocate without oxygen.If you want to grow, improve and ultimately retain your current...
Perceptive Team - 17 July 2017
To increase your customer retention for your business, it pays to be creative. Here are three customer retention tactics that you might not have thought of that have a big impact on your customers. Read more: The Customer Retention Playbook 1. Boost...
Perceptive Team - 14 July 2017
“Sustaining an audience is hard,” Bruce Springsteen once said. “It demands a consistency of thought, of purpose, and of action over a long period of time.” He was talking about his route to music stardom, yet his words are just as applicable to the...
Perceptive Team - 10 July 2017
No business can grow without using effective customer loyalty strategies. These are the five steps that you should follow if you want to improve your customer retention. Read more: The Ultimate Customer Retention Strategies 1. Understand your...
Perceptive Team - 10 July 2017
Customer insights encourage, enable and inform, from the drawing board through to the final execution. But they also offer the opportunity to put hard data to your strategic assumptions—and ensure that you can remain agile in a constantly changing...
Perceptive Team - 03 July 2017
If you want to increase your Net Promoter Score (NPS®), you need to consistently deliver high quality products and services and—naturally—an excellent customer experience. But how do you actually do this; what are the practical steps? In this blog...
Perceptive Team - 26 June 2017
Are you pondering the importance of data visualisation for your market research efforts? Then ponder no more. This is what the right data visualisation tools can do for your company: Accessibility By presenting data visually, you are cutting out a...
Perceptive Team - 26 June 2017
Many business leaders think that having a great product or service and being good at customer service automatically translates to a high level of customer retention. Unfortunately, the reality is quite different. You have to earn the loyalty of your...
Perceptive Team - 22 June 2017
You’ve kicked off your Net Promoter Score survey, but you’re getting a very low response rate. Sound familiar? If you’re not getting enough feedback from your survey, you’ll run the risk of not being able to provide enough statistical significance...
Perceptive Team - 19 June 2017
Market research: what can it do for your business? Successful companies both large and small know that knowledge is power, and market research can provide the edge that you need. These are just a few of the factors you can uncover by recognising the...
Perceptive Team - 07 June 2017
When you’re looking at improving or even redesigning your customer experience as a whole, you can develop a customer journey map using the design thinking (DT) framework. This helps you understand the journey your customers take when interacting...
Perceptive Team - 22 May 2017
Should you share your Net Promoter Score percentage (NPS) with your customers? You may be tempted to do this when your score is high—but what happens if your score drops? This is just one pair of positives and negatives that must be balanced. To...
Perceptive Team - 15 May 2017
If you’re wondering how to improve your Net Promoter Score (NPS) or ensure your initial surveys come back positive, then you need to consider these four important factors. Related content: How do you calculate a Net Promoter Score? 1. Short...
Perceptive Team - 20 March 2017
When you’re measuring marketing return on investment, the decision of what to measure should be set during the strategic planning process, before finishing the final marketing plan. If you prioritise what to measure, you are able to build in the...
Perceptive Team - 13 March 2017
“The ability to be external- and future-oriented is no longer optional”, says Keith Weed, CMO at Unilever. Looking towards the future when planning your next customer experience strategies in terms of incorporating innovation and digital is...
Perceptive Team - 27 February 2017
The customer landscape has changed incredibly over the past decade to become a dynamic and demanding world. Companies who want to be successful need to keep up in order to survive and hold their customers’ loyalty. As many as three-quarters of...
Perceptive Team - 06 February 2017
Chris Haroun, venture capitalist and founder of BusinessCareerCoaching.com, once wrote: “It can take 30-plus years to build a brand and just a handful of poor customer experiences to destroy it.” It’s something to keep in mind when determining the...
Perceptive Team - 04 January 2017
Customer churn happens to every business. However, the frequency, extent and, most crucially, what is done about it varies from company to company—and is where successful businesses set themselves apart. As it turns out, winning back your churned...
Perceptive Team - 28 November 2016
The key challenge for businesses today is delivering more revenue growth, which is what most CMOs or marketing executives are struggling with on a continuous basis. So how can you ensure you are growing your revenue, in an intelligent and...
Perceptive Team - 07 November 2016
In order to grow and transform your business, you need to focus on perfecting the customer experience. When your customers feel valued, and their experience with your business is a straightforward and smooth one, you will see an increase in retained...
Perceptive Team - 31 October 2016
If you’re looking to develop your business strategy or solve a tricky business issue, a little creativity can go a long way. Creative frameworks can be used to innovate new products, services, and processes— anything that needs to be improved....
Perceptive Team - 17 October 2016
If you're a marketer or owner of small to medium business, it's likely you've had to manage a small marketing budget at some point in the business's lifetime. Perhaps you're navigating this right now. While you might not have the kind of budget like...
Perceptive Team - 10 October 2016
Today, business leaders who want to grow revenue need to embrace customer experience (CX) fully in order to drive results. As the correlation between success in CX and revenue growth is proven, there really is no excuse to lag behind. CX and...
Perceptive Team - 01 September 2016
Getting your marketing and targeting right not only comes down to good segmentation but also great persona development. Unfortunately, it can be easy to make a few simple mistakes with your persona development that significantly reduces their...
Perceptive Team - 29 August 2016
Your Net Promoter Score and Voice of Customer programme is intended to gather accurate, useful data. If you are skewing your results, one way or the other, you are producing the opposite. It doesn’t just make it seem like you’re doing better or...
Perceptive Team - 14 July 2016
There are numerous ways to determine whether your brand is healthy or not. We’ve taken you through a standard brand funnel, now it’s time to challenge your brand with these lighting-round questions. To know if your brand is strong enough to...
Perceptive Team - 27 June 2016
When you want to determine brand health there are several ways to go about it. Here, we’ll go through a list of important questions you need to ask to get closer to creating a strong brand. These questions will help you form an idea of what your...
Perceptive Team - 22 June 2016
The word on the street is true. You can’t control your brand fully. In today’s day and age, your brand lives in the hearts and minds of your target audience. So what can you do to improve it? Here are eight tips you can use to improve your overall...
Perceptive Team - 20 June 2016
Measuring your brand health is not only a good idea, it's essential for understanding how your brand is performing. Moreover, with the right metrics and tracking programme in place, a regular brand check-in can help you assess the impact of your...
Perceptive Team - 15 June 2016
By developing a customer journey map, you can understand the journey your customers take when interacting with your brand, identifying the gaps in your offering and importantly: what’s working well and what isn’t. Do you need a customer journey map?...
Perceptive Team - 13 June 2016
If you’re a forward thinking business, you’ll already be clued up on why you need to understand your customers. The why is crucial here, as it sets the scene for keeping it a priority in your business, especially across senior executive levels. The...
Perceptive Team - 12 June 2016
When creating your personas, you’ll want to ensure you’re getting the info you need and asking the right questions. Here, we share our best tips on how to develop your marketing personas and what to ask when you do. 5 ways to collect the info you...
Perceptive Team - 02 June 2016
It is astonishing how many product launches actually fail. Lots of savvy businesses today still don't properly implement segmenting before creating their marketing plan. Why do so many product launches fail? According to Harvard Business Professor...
Perceptive Team - 01 June 2016
A recent survey1 we conducted with Australian financial services, IT and telco customers reveals the secret to why people would recommend these companies and why they've given a high Net Promoter Score. The research essentially concludes the one...
Perceptive Team - 30 May 2016
Ever wondered which industries people most dislike? Or rather, which industry people are choosing not to recommend (based on the companies they’ve been a customer of). Based on the latest figures from our own NPS benchmarks reports updated for 2018,...
Perceptive Team - 23 May 2016
Don’t do the biggest mistake that a lot of businesses do: to just calculate their NPS and stop there. NPS is in fact a great way to start a conversation with your customers and to understanding them better so that you can make improvements. You can...
Perceptive Team - 18 May 2016
Today a large number of businesses are deceived in to thinking that having a great product or service automatically translates to being a profitable business. This simply isn’t the case. You need a solid customer retention strategy to maintain your...
Perceptive Team - 17 May 2016
Brand insights and market segmentation are some of the most powerful tools you have to improve your business and be more competitive—but only if you can use them wisely. By using market segmentation, you can identify your true target audience, know...
Perceptive Team - 16 May 2016
Here, we list five advanced Net Promoter Score strategies that, if used correctly, can literally transform your business. They help boost your profitability and customer retention over time, so hold on tight and see if you can implement these...
Perceptive Team - 10 May 2016
A key challenge for companies today is knowing who to target, and how: otherwise known as market segmentation. It's an important process that is integral to successful customer acquisition and retention. If your market segmentation is wrong, you'll...
Perceptive Team - 09 May 2016
Unfortunately, it's not as easy as providing the best product or service on the market, you still have to fight to survive, let alone become the market leader in your industry. In fact, there is one critical success factor to high customer retention...
Perceptive Team - 04 May 2016
If one of your biggest pain points is to get more leads for your business, we feel your pain. In fact, when we speak to our clients, this seems to be the main challenge for most of them. Alternatively, conversion is another big issue. As many as 79...
Perceptive Team - 03 May 2016
How many times have you felt like just another number when marketed to? As a customer, or potential customer, you naturally want your needs heard and acknowledged, regardless of whether you're talking face-to-face with a store clerk or receiving...
Perceptive Team - 27 April 2016
The Net Promoter Score (NPS), combined with a powerful online dashboard, allows you be the fly on the wall as you’ll get a critical insight into what your customers think of your brand. With this powerful knowledge, you can, among other things,...
Perceptive Team - 25 April 2016
Losing customers basically means you're losing money. The cost of replacing lost customers with new ones is alarmingly high—between six to seven times more than retaining a customer1. If you're wondering how to retain customers for your business to...
Perceptive Team - 20 April 2016
Whether you're looking to strengthen your digital marketing strategies for customer acquisition or for your overall business goals, these five marketing strategies for financial services are essential. By nature, financial organisations are slow to...
Perceptive Team - 13 April 2016
Every business needs new customers in order to grow, but it would be simply bad business sense to ignore an existing source of revenue, especially if it's profitable, and right in front of you. So how do you keep your profitable customers coming...
Perceptive Team - 04 April 2016
As the online marketplace continues to produce more vendor options, truly successful companies will differentiate themselves by providing superb customer experiences online. Buyers are relying less on salespeople to provide them with information and...
Perceptive Team - 21 March 2016
If you have a solid customer retention strategy, you’ll have, by default, higher customer satisfaction levels, meaning increased revenue growth for your business. Happy customers have good reason to do business with you again. Retain them and you...
Perceptive Team - 17 February 2016
As a business leader you can use certain tactics in meetings and brainstorms to get the best results and get those creative juices flowing. They will also improve your company culture and customer experience. More often than not, the two go hand in...
Perceptive Team - 14 December 2015
Leading a team focused on a design-led way of thinking (see our design thinking ebook), is never an easy thing to do. When you're used to more traditional ways of working, adopting to a highly creative, fail-fast mentality can be challenging for...
Perceptive Team - 03 December 2015
Design thinking (DT) doesn’t just drive innovation and help businesses understand the journey of their customers, it also facilitates a customer-centric culture. It’s is a natural byproduct of implementing DT practice throughout your business....
Perceptive Team - 25 November 2015
In today’s dynamic market, nailing the customer experience is what businesses need to deliver unique value propositions that differentiate themselves from the competition. Tools, such as NPS and customer feedback surveys, play an invaluable role in...
Perceptive Team - 07 October 2015
Every business thrives on referrals, big or small—and your customer survey is the key tool that gives you the information you need to build up your base of happy, referring customers. Referrals matter. It’s been reported that 88 per cent of...
Perceptive Team - 23 September 2015
Change within an organisation, and its drivers and management, is a priority for many business leaders today. But the harsh reality is that failure is common in attempts at change. Here are five of the most common change management mistakes to look...
Perceptive Team - 21 September 2015
When it comes to making changes in your workplace, it pays to do it right. Get started on the right foot by ensuring you don't miss out on these three often-overlooked change management techniques. Free guide: Change management: how to become a...
Perceptive Team - 16 September 2015
When you’re moving towards a customer focus, a natural step will be to implement a customer experience (CX) management program—but it’s crucial that you set yourself up for success internally first. Rolling out a robust CX program is an exercise in...
Perceptive Team - 14 September 2015
What does successful change management look like? We couldn’t write about change management without referring to Dr. John Kotter, the famous Harvard Business School professor. Quoting Dr. Kotter's 8-Step Process for Leading Change, there are eight...
Perceptive Team - 09 September 2015
When implementing a change towards a more customer-focused business, there will be some mistakes that you will want to avoid. Use this as a checklist of what not to do, and don’t worry if you’ve committed these faux pas—you’re not the only one, and...
Perceptive Team - 07 September 2015
Continuing our theme on change management and customer experience (CX), we thought we’d share some best practice pointers on how to best measure your employee feedback, when initiating a change management plan: Related content: The 10 Pillars of...
Perceptive Team - 02 September 2015
Having engaged and motivated employees is key to a successful customer experience (CX) programme. But they’re also critical when it comes to change management. We’ve already talked about why it’s important to measure your change management efforts....
Perceptive Team - 31 August 2015
"If you can’t measure it, you can’t manage it”. This maxim was originally attributed to Peter Drucker—the original management consultant—and has been a source of great debate for managers ever since. But how true is it for change management in...
Perceptive Team - 19 August 2015
Once you have decided to become a customer-led business or have taken the steps to focus on making your customers a strategic priority, a natural shift will occur in your business. If you have made the conscious decision to change business...
Perceptive Team - 17 August 2015
Fact: 70 per cent of all change initiatives within a business and organisational context fail1. Ensure you’re a part of the successful 30 per cent. Here, we'll set the case for why customer experience should be a main part of your change management...
Perceptive Team - 16 June 2015
We’ve talked about how vital a customer journey map is to a business and why it is crucial that you have one. But where to start? A good starting point is to really immerse yourself in the customer experience. We’ve listed the five things we’ve...