The digital era of Customer Experience research

Embracing the digital era and Customer Experience It is not a secret that the way people communicate, work and live has been transformed in the last couple of decades. Technological advances create more possibilities and provide new opportunities for businesses. Embracing digital technologies is inevitable. Making processes cheaper, faster and easier is at the center of all organizational improvements, so it is only natural that companies nowadays adopt new technologies…

How to manage complex multi-country research projects

Running multi-country studies is a challenge and we know that from experience! What problems have you noticed in the manner these studies are currently handled? Have you wondered if there is a way to increase their efficiency so that you can use them to build even better strategies? GemSeek runs more than a million interviews in 50 markets every year and here’s some advice from us.   Plan SMART Specific…

6 important questions when starting your NPS program

Setting up your loyalty survey in a few simple steps What? Net Promoter Score (NPS) is a concise metric which successfully and in an empirically proven way resonates with profitability and growth. It quantifies the loyalty of a customer to a company or brand by asking one sole question: How likely is it that you would recommend [brand/service/product] to a friend or colleague? Willingness to recommend is a standard metric.…

The winner takes it all

The link between Relative NPS and business results Let me ask you, how do you interpret the Net Promoter Score of your business? Do you aim for an increase in absolute NPS year-on-year or do you seek to create continuous performance gaps versus your competition? The key to your company’s growth might be hidden in the answer of this question. Many organizations focus solely on their current customer base when…