Andrew Maher

4 storytelling principles for reporting customer insights

4 storytelling principles for reporting customer insights

Everyone loves a good story. Insights teams need their work to be understood by their audience. In this article let’s explore some fundamental principles behind effective storytelling so your next feedback analysis is understood, actionable and has a tangible impact on overall customer experience.

The limitations of NPS

The limitations of NPS

Much has already been said about the limitations of NPS as a measure of customer loyalty. Where NPS falls down is clearly in the way it buckets customers into three broad categories of promoters, passives and detractors.

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