“Customer satisfaction scores such as NPS hide your brand’s problems. Instead of focusing on a simplistic number, take a big data approach to analysing customer comments” says University of Cambridge researcher Mohamed Zaki. (Marketing Week 12 Jun 2017)
You may be surprised to find out what the single, most widely used phone app is on the planet. Not one handset exists without this capability and it is used daily by around 7.3 billion mobile owners.
Much of the angst that accompanies mobile ownership comes from the fear of its absence, from being uncontactable in an emergency. Yet many now yearn for a break from the ‘always-on’ society.
Checking emails in bed, reading Facebook on the loo and updating Instagram as we eat …